Last Updated: 1st August 2026

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Returns & Refunds Policy

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At Mua Creative, we want you to be delighted with your purchase. If something isn't right, we're here to help.

This policy operates in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable legislation.

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Consumer Guarantees

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All products sold by Mua Creative are covered by the consumer guarantees under the Australian Consumer Law.

If a product has a major failure, you are entitled to choose a refund or replacement. If the problem is minor, we may choose to repair or replace the product within a reasonable time. Where required by law, we will also reimburse reasonable return shipping costs. (ACCC)

Examples of products that may be eligible for a remedy include products that:

• are faulty or defective

• are unsafe

• do not match their description or photographs

• are significantly different from what was ordered

• are not fit for their intended purpose.

 

Change of Mind

Given many of our orders are customised for you, we do not offer refunds or exchanges for change-of-mind purchases, including where you:

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• choose the wrong size;

• change your preference for colour, style or design;

• decide you no longer want the item;

• purchase an item by mistake.

 

Please choose carefully before placing your order.

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This policy does not affect your rights under the Australian Consumer Law.

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aged or Incorrect Orders

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Please inspect your order upon arrival.

If your order:

• arrives damaged

• contains the wrong item

• contains a manufacturing fault

• is incomplete

 

please contact us within 14 days of delivery so we can resolve the issue as quickly as possible.

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Where appropriate, we may request photographs to assist with assessing the issue.

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Return Shipping

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Where a return is due to a fault covered by Australian Consumer Law, we will provide instructions for returning the item and, where required by law, reimburse reasonable return shipping costs or arrange return shipping. (Consumer Affairs Victoria)

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Refund Processing

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Once your returned item has been received and inspected, we'll notify you of the outcome.

Approved refunds are generally processed to your original payment method within 5–10 business days, although your financial institution may take additional time to complete the transaction.

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collections for a cause refund Policy

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Please refer to the Collections for a Cause Refund Policy HERE as it differs from our general policy.

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Governing Law

These Terms and this Returns Policy are governed by the laws of the State of Victoria, Australia, and the laws of the Commonwealth of Australia.

Where permitted by law, any disputes arising from or relating to purchases made through this website will be subject to the exclusive jurisdiction of the courts of Victoria, Australia.

If you purchase products from outside Australia, you may also have rights under the mandatory consumer protection laws of your country of residence. Nothing in this policy is intended to exclude, restrict or modify any rights that cannot lawfully be excluded under applicable legislation

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How to Request a Return

Fill in the return form Below:

Include

• your order number

• your name

• a description of the issue

• photographs where applicable.

We'll provide return instructions and assist you as quickly as possible.

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