MOLTI Returns Policy

At MOLTI, we want you to love your purchase. We understand that sometimes an item might not be quite right, and we're here to help you with returns and exchanges. But if you have changed your mind, you can return your item at MOLTI online store. Please remember to provide a receipt or proof of purchase when returning your item.

Our policy including the change of mind limits do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.

  • If an item you purchased has a major problem, you have the right to choose a refund or a replacement. A major problem is when the item:

    • Is unsafe.

    • Is significantly different from the description or sample.

  • If an item has a minor problem, we can choose to repair it, replace it, or offer you a refund.

  • Return Condition (Faulty Items): For faulty items, you do not need to return the product in its original packaging, but you are responsible for returning products that can be easily posted or returned. If the product is large, heavy, or difficult to remove (e.g., installed items), we are responsible for collecting it.

Change of Mind Returns

We want you to be completely satisfied with your purchase, even if you simply change your mind. We offer "change of mind" returns under the following conditions:

  • Timeframe: You may return eligible items for a refund or exchange within 30 days from the date of delivery.

  • Condition of Item: Items must be returned in their original condition:

    • Unworn, unwashed, and unused.

    • With all original tags still attached.

    • In original packaging (if applicable and where reasonable).

    • Free from any perfumes, makeup, deodorant marks, or other signs of wear.

  • Exclusions (Change of Mind): For hygiene reasons, and unless faulty, the following items are not eligible for change of mind returns:

    • Swimwear (if the hygiene seal is removed)

    • Undergarments (bras, briefs, hosiery, etc.)

    • Earrings and pierced jewellery

    • Headwear

    • Items marked as "Final Sale" or "Non-Returnable" at the time of purchase.

  • Refund Method (Change of Mind): Refunds for change of mind returns will be issued to the original payment method used for the purchase.

  • Return Shipping Costs (Change of Mind): For change of mind returns, the customer is responsible for the cost of return shipping. We recommend using a trackable shipping service as we cannot be responsible for items lost in transit.

  • Our team members will assess the item online returns to determine whether a refund will be offered in accordance with our Returns Policy. Please note that delivery and gift wrapping costs are non-refundable for change of mind returns.

Gift receipts

If you are making a gift purchase we are happy to provide a gift receipt, just let our Team Member know you require one. Any returns made using a gift receipt will be refunded on a MOLTI Returns Card based on the original purchase value.

How to Initiate a Return (Australian & International Customers)

To initiate a return, please follow these steps:

  1. Access our Returns Portal: Visit our dedicated Returns Portal at Return Form. You will need your order number and email address or postcode.

  2. Follow the Prompts: Select the item(s) you wish to return and indicate the reason for the return (e.g., change of mind, wrong size).

  3. Print Your Return Label:

    • For wrong size (covered by ACL): You will be provided with a prepaid return shipping label.

    • For change of mind returns: You will be prompted to purchase and print a return shipping label, or you can choose to arrange your own shipping.

  4. Package Your Item(s): Securely pack the item(s) you are returning along with a copy of your original order confirmation or the generated returns packing slip.

  5. Ship Your Return: Drop off your parcel at your nearest post office [e.g., Australia Post] outlet or chosen courier service.

Processing Your Return

  • Once we receive your returned item(s), our team will inspect them to ensure they meet the return conditions.

  • We aim to process returns within 5-7 business days of receiving the item.

  • You will receive an email notification once your return has been processed and your refund or exchange has been initiated.

  • Refunds may take an additional 3-5 business days to appear in your account, depending on your bank or payment provider.

International Returns Specifics

For our international customers, please note the following:

  • Customs Duties and Taxes: We do not refund any customs duties, taxes, or import fees that may have been incurred on your original order. Similarly, any customs duties or taxes incurred on the return shipment are the responsibility of the customer.

  • Shipping Costs (Change of Mind): For international change of mind returns, the customer is responsible for all return shipping costs, including any associated duties or taxes.

  • Wrong Items (International): We will not cover reasonable return shipping costs.

Exchanges

  • We do not offer direct exchanges via our online warehouse. If you wish to exchange an item for a different size or style, please follow our return process for a refund and then place a new order for your desired item. This ensures the fastest processing and availability of your new item.

Damaged or Incorrect Items

  • If you receive an item that is damaged, or incorrect, please contact our Customer Service team immediately at Customer-support@moltistore.com.au within 7 days of receiving your order. Please include your order number and clear photos of the issue. We will guide you through the process and arrange for a replacement, refund, or repair as appropriate, at no additional cost to you.

Contact Us

If you have any questions about our returns policy or need assistance with a return, please don't hesitate to contact our friendly Customer Service team:

  • Email: Customer-support@moltistore.com.au