Return, Refund, and Exchange Policy

1. Return and Exchange Policy Overview

Thank you for shopping on this website.

This policy explains the return, refund, and exchange process applicable to orders delivered within Australia.

Please review the following information before submitting a request.

2. Return and Exchange Period

Under Australian Consumer Law (ACL), customers may submit a return, refund, or exchange request within 14 days after the product is received.

Requests submitted after 14 days from the delivery date are not included within this policy scope.

3. Conditions for Return or Exchange

Return, refund, or exchange requests may apply in the following situations:

• Visible appearance defects, including wear or damage
• Missing accessories or damaged original packaging
• Noticeable odor or significant color difference
• Damage related to shipping, assembly, or storage
• Permanent product alterations or customized items
• The received item differs from the order information
• Return requests submitted without a specific reason

4. Return Request Process

To submit a return or exchange request, please provide the following information through the after-sales contact channel:

• Order number
• Proof of payment, such as a receipt or payment screenshot
• At least one clear product photo or related video

After the request is reviewed, a downloadable PDF pre-paid shipping label and return instructions will be provided.

After receiving the return information, package the item appropriately, print the label, and attach it to the parcel.

The PDF pre-paid shipping label remains valid for 7 calendar days. The parcel should be handed to the designated carrier within this period.

5. Return Shipping and Handling Fees

For approved returns submitted within 14 days after delivery, return shipping and handling costs are covered by the platform.

6. Refund and Exchange Processing

Exchange:

After the returned item is received and checked, a replacement item will be arranged. Tracking information will be sent after dispatch.

Refund:

After the returned item is received and reviewed, the refund will be processed to the original payment method, including Visa or MasterCard.

The bank processing period is estimated at 10–15 business days.

If the refund has not appeared after this timeframe, please contact customer support and provide related proof of payment.

7. 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)