14-day no-reason return and exchange policy
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Return, Refund, and Exchange Policy

Ⅰ. Return and Exchange Policy Overview

Thank you for choosing us.

We are committed to providing Australian customers with a clear, fair, and transparent after-sales process.

Please read this policy carefully before submitting any return, refund, or exchange requests.

Ⅱ. Return and Exchange Period

In accordance with the Australian Consumer Law (ACL), you have the right to request a return, refund, or exchange within 14 days of receiving the product.

Requests for returns, refunds, or exchanges must be made within 14 days of receipt of the item.

We will not accept requests after this period.

Ⅲ. Conditions for Acceptance

  • Appearance defects: Obvious signs of wear or damage.

  • Quality defects: Missing accessories or damaged original packaging.

  • Odor or discoloration: The item has an unusual smell or significant color differences.

  • Handling issues: Damage caused during shipping, assembly, or storage.

  • Product modifications: Items that have been permanently altered or customized.

  • Incorrect items: The item received does not match the one you ordered.

  • No-reason return: Customers may return the item without providing a specific reason.

Ⅳ. Return Request Process

  • To request a return or exchange, please contact our after-sales support team and provide the following:

    • Order number

    • Proof of payment (such as a screenshot or receipt)

    • At least one clear product photo or relevant video.

  • Approval and Return Instructions:

    • Once your request is approved, we will send you a downloadable PDF pre-paid shipping label and instructions.

    • After receiving the information, properly package the item to be returned, print the label, and affix it to the packaged item.

    • The PDF pre-paid label is valid for 7 calendar days, so you must hand the item over to the designated carrier within 7 days.

Ⅴ. Return Conditions and Fees

For returns within 14 days, the shipping and handling fees will be covered by the platform.

Ⅵ. Refund and Exchange Process

  • Exchange: After receiving and confirming the condition of the item, a new product will be sent out immediately, and a tracking number will be provided.

  • Refund:

    • After receiving and verifying the item, we will issue a full refund to the original payment method (Visa, MasterCard), with an expected processing time of 10–15 business days.

    • If you do not receive the refund within this period, please contact us and provide proof.

Ⅶ. Contact Information

  • Address: 800 E PRINCESS ANNE RD APT 84, NORFOLK, VA, 23504-2741

  • Contact Number: +1(813) 574-9771

  • Email: suivi@mobinella.com

  • Service Hours: Monday to Friday, 9 am to 6 pm (Australia/Sydney, AEST/AEDT)