Return policy
At AUSMOK, we want our customers to have a clear and straightforward shopping experience. This Return Policy explains when an order may be returned, replaced or otherwise resolved.
1. Returns
Due to the nature of certain products sold by AUSMOK, we generally do not accept returns or exchanges for products that have been opened, used or tampered with.
If you receive an item that is damaged, defective, incorrect or significantly different from what you ordered, please contact us as soon as possible so we can review the issue and determine an appropriate solution.
2. Damaged or Defective Items
If your order arrives damaged or you believe an item is defective, please contact AUSMOK promptly after receiving your order.
To help us investigate the issue, please provide:
- Your order number
- A description of the issue
- Photos of the product or parcel where appropriate
- Any other information that may help us assess the problem
We may request additional information or photographs before determining the appropriate resolution.
Depending on the circumstances, AUSMOK may offer a replacement, refund or another appropriate remedy.
3. Incorrect Items
If you receive an item that is different from the item you ordered, please contact us as soon as possible.
Please provide your order number and details of the incorrect item received.
After reviewing the order, we will determine the appropriate resolution and provide further instructions where necessary.
4. Change of Mind
AUSMOK does not generally accept returns simply because a customer has changed their mind, selected the wrong product or no longer wants the product.
Where a product is eligible for return under applicable Australian law, your statutory rights will continue to apply.
5. Opened or Used Products
For health, hygiene, safety and product integrity reasons, opened or used products may not be eligible for return or exchange unless required by applicable law.
Products that have been opened, altered, damaged after delivery or otherwise used may not be accepted for return.
6. Return Shipping
If AUSMOK determines that a return is required because an incorrect, damaged or defective item was supplied, we will provide appropriate return instructions.
Customers should not send products back without first contacting AUSMOK and receiving return instructions.
Where a return is approved, the responsibility for return shipping costs will depend on the circumstances of the return and applicable law.
7. Refunds
Where a refund is approved, the refund will generally be processed using the original payment method where reasonably possible.
The time required for the refunded amount to appear in your account may depend on your payment provider or financial institution.
AUSMOK cannot control processing times imposed by banks, card providers or other payment services.
8. Exchanges and Replacements
Where appropriate, AUSMOK may offer a replacement instead of a refund.
Replacement availability may depend on stock availability and the circumstances of the issue.
If the same product is unavailable, AUSMOK may provide another appropriate remedy where required by applicable law.
9. Australian Consumer Law
Nothing in this Return Policy is intended to exclude, restrict or modify any rights or remedies available to customers under the Australian Consumer Law or other applicable legislation.
Australian Consumer Law may provide consumers with certain rights and remedies in circumstances where goods are faulty, unsafe, not of acceptable quality, do not match their description or otherwise fail to meet applicable consumer guarantees.
These statutory rights apply regardless of any additional return policy offered by AUSMOK.
10. How to Request a Return or Resolution
If you believe there is an issue with your order, please contact AUSMOK customer support and provide:
- Your order number
- The name of the product concerned
- A description of the issue
- Photos or other supporting information where relevant
Our customer service team will review the request and advise you of the next steps.
11. Changes to This Return Policy
AUSMOK may update this Return Policy from time to time to reflect changes to our products, services, business practices or applicable legal requirements.
The latest version will be published on this page.
12. Contact Us
If you have any questions regarding returns, refunds, replacements or your order, please contact the AUSMOK customer service team.
We will review your request and assist you in accordance with this policy and applicable Australian law.