Return & Refund Policy

Effective Date: August 2026

1. Overview

At Muoteaw, customer satisfaction is important to us. We aim to provide quality scented candles and a reliable shopping experience for customers across Australia.

This Return & Refund Policy explains our procedures for returns, refunds, exchanges, and order cancellations.

This policy should be read together with your rights under the Australian Consumer Law (ACL). Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot legally be excluded, restricted, or modified under applicable Australian law.

Please contact our customer support team before sending any product back to us.

2. Change-of-Mind Returns

Where permitted under this policy, customers may request a return within 30 calendar days from the date of delivery if they have changed their mind or no longer require the product.

For a change-of-mind return, the scented candle must generally be:

• Unused and unburned

• In its original condition

• Free from damage, stains, contamination, or other signs of use

• Returned with original packaging and labels, where applicable

• Accompanied by the relevant order number or proof of purchase

Because scented candles are personal-use and consumable-type products, products that have been burned, used, altered, damaged, or otherwise handled in a manner that affects their resale condition may not be eligible for a change-of-mind return.

This change-of-mind return policy does not affect any rights you may have under the Australian Consumer Law.

3. Products That May Not Be Eligible for Change-of-Mind Returns

The following products may generally not be accepted for change-of-mind returns:

• Products that have been used or burned

• Products that have been damaged after delivery through customer handling or misuse

• Products that have been altered or modified

• Products returned without original components or packaging where those items are reasonably necessary for resale

• Personalized or customized products, where applicable

• Promotional or complimentary items

• Products specifically identified as non-returnable before purchase

These exclusions do not apply where a product is faulty, defective, damaged on arrival, incorrectly supplied, or otherwise covered by a consumer guarantee or other mandatory right under applicable Australian law.

4. Faulty, Damaged, or Incorrect Products

If you receive a product that is:

• Faulty or defective

• Damaged during delivery

• Significantly different from its description

• Incorrectly supplied

• Not of acceptable quality where a consumer guarantee applies

please contact us as soon as reasonably possible.

Depending on the circumstances and your rights under the Australian Consumer Law, we may offer an appropriate remedy, which may include a repair, replacement, refund, or other remedy required by law.

We may ask for reasonable information or photographs to help us assess the issue.

5. Return Request Process

Before returning any product, please contact our customer support team.

To help us process your request efficiently, please provide:

• Full Name

• Order Number

• Email Address Used for the Order

• Reason for the Return

• Description of the Issue, if applicable

• Photos of the Product, if applicable

Our customer support team will review the request and provide return instructions where a return is appropriate.

Please do not send products to our business address unless we have provided return instructions.

6. Return Shipping Costs

Faulty, Damaged, or Incorrect Products

Where a product is confirmed to be faulty, damaged, defective, or incorrectly supplied due to an issue for which Muoteaw is responsible, we will arrange or reimburse reasonable return shipping costs where required by applicable law.

Change-of-Mind Returns

For eligible change-of-mind returns, the customer is generally responsible for the reasonable cost of returning the product to us.

Original shipping charges, if applicable, may not be refundable for change-of-mind returns unless otherwise required by applicable law.

7. Return Inspection

After a returned product is received, we may inspect it to determine whether it meets the applicable return requirements.

Our inspection generally takes 2–5 business days after the returned package is delivered to us.

The inspection process may include checking the product's condition, packaging, accessories, and other relevant information.

8. Refunds

If a refund is approved, it will generally be issued to the original payment method used for the purchase.

Once the refund has been processed by Muoteaw, the time required for the funds to appear in your account may depend on your payment provider, bank, or financial institution.

As a general guide, refunds may take 3–10 business days to appear after processing.

The actual timeframe may vary between payment providers and financial institutions.

9. Partial Refunds

For change-of-mind returns, where permitted, the refund amount may be affected if the returned product has been handled beyond what is reasonably necessary to inspect its nature, characteristics, and functionality, or if the product has been damaged or used.

Any applicable adjustment will be assessed based on the circumstances and applicable law.

No deduction will be made where prohibited by the Australian Consumer Law.

10. Exchanges

Customers may contact us to request an exchange within 30 calendar days of delivery for eligible change-of-mind returns, subject to product availability.

Exchanges may also be available where a product is faulty, damaged, defective, or incorrectly supplied, in accordance with applicable Australian consumer law.

Exchange Procedure

1. Contact our customer support team.

2. Provide your order information and reason for the exchange.

3. Receive return instructions where applicable.

4. Return the eligible product.

5. Once the returned product has been received and assessed, the replacement product will be arranged where appropriate.

If the requested replacement is unavailable, we may offer another appropriate solution, including a refund where applicable.

11. Restocking Fees

Muoteaw does not generally charge a restocking fee for approved returns that meet the requirements of this policy.

We may consider the condition of a returned product when determining the appropriate resolution for a change-of-mind return, subject to applicable Australian law.

We will not apply any fee or deduction where doing so would unlawfully limit a consumer's rights under the Australian Consumer Law.

12. Order Cancellations

Before Shipment

If you wish to cancel an order, please contact us as soon as possible after placing the order.

We will make reasonable efforts to accommodate cancellation requests before the order has been processed or dispatched.

If an order is successfully canceled before shipment, the applicable refund will generally be returned to the original payment method.

After Shipment

Once an order has been dispatched, cancellation may no longer be possible.

In this situation, customers may contact us after delivery to determine whether the order is eligible for a return under this policy or applicable Australian consumer law.

13. Refused or Unclaimed Deliveries

If a customer refuses or fails to accept a delivery without first contacting Muoteaw, the parcel may be returned to the sender by the delivery carrier.

Where permitted by applicable law, any additional costs resulting from the customer's refusal, incorrect delivery information, or failure to collect a parcel may affect the available resolution.

This section does not limit any rights or remedies available to consumers under Australian law.

14. Lost or Missing Packages

If a package is marked as delivered but cannot be located, please contact us promptly.

We may work with the relevant delivery carrier to investigate the shipment and review available tracking or delivery information.

Where a delivery issue is confirmed, we will assess the appropriate resolution in accordance with the circumstances and applicable Australian consumer law.

15. Consumer Guarantees

Muoteaw recognizes that Australian consumers have certain rights under the Australian Consumer Law, including consumer guarantees that may apply to products purchased from our website.

Depending on the circumstances, consumers may have rights where goods:

• Are not of acceptable quality

• Are not reasonably fit for a disclosed purpose

• Do not match their description

• Do not correspond with a sample or demonstration model, where applicable

• Have a problem that requires a remedy under applicable consumer law

Our store policies do not replace or remove these legal rights.

If you believe your product has a problem covered by a consumer guarantee, please contact us so that we can assess the matter and provide an appropriate remedy.

16. Fraud and Abuse Prevention

To protect our customers and maintain the integrity of our return process, we may take reasonable steps to verify return and refund requests.

This may include requesting information reasonably necessary to verify:

• The order

• The product purchased

• The nature of the issue

• Proof of purchase

• Damage or defect claims

We may decline requests that are fraudulent or abusive where permitted by law.

Nothing in this section limits a customer's rights under the Australian Consumer Law.

17. Policy Updates

We may update this Return & Refund Policy from time to time to reflect changes to our business practices, products, services, or applicable laws and regulations.

The latest version will be published on this page with an updated effective date.

We encourage customers to review this policy before making a purchase or submitting a return request.

18. Contact Us

If you have questions about returns, refunds, exchanges, cancellations, or consumer rights relating to your purchase, please contact us:

Muoteaw

Email: [email protected]

Phone: +61 409 092 943

Business Address:
5 Begonia Place
Orange, New South Wales 2800
Australia

Business Hours:
Monday – Friday: 9:00 AM – 5:00 PM (AEST)
Saturday & Sunday: Closed

We aim to respond to customer inquiries within 1–2 business days.