Refund policy
Return and Refund Policy
At The Moon Apothecary, every order is prepared with care and intention. Please read this policy before purchasing.
Change of mind
We do not offer returns, exchanges or refunds where you have simply changed your mind, selected the incorrect product, found an item elsewhere at a different price, or no longer require the product.
Please choose your Moon Pouch carefully and contact us before ordering if you have any questions.
Order cancellations
If you wish to cancel an order, please contact us as soon as possible at themoonapothecaryau@gmail.com.
We will accommodate cancellation requests where possible. However, once an order has entered preparation or has been dispatched, it may no longer be possible to cancel it.
Where a cancellation is accepted before dispatch, the payment will be refunded to the original payment method.
Damaged, faulty, incorrect or misdescribed items
Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, faulty, unsafe, materially different from its description, or if you have received the wrong item.
Email themoonapothecaryau@gmail.com with:
- Your name and order number
- A description of the issue
- Photographs of the item and packaging, where available
We may assess the product before confirming the appropriate remedy. Depending on the circumstances and your rights under the Australian Consumer Law, a remedy may include a repair, replacement, refund or another appropriate solution.
Opened and used products
Due to the nature of our Moon Pouches and their botanical and ritual contents, opened, used or altered products cannot be returned for change-of-mind reasons or resold.
This does not limit your rights where a product is faulty, damaged, unsafe, incorrect or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
Returning an approved item
Please contact us before returning an item. Items returned without prior communication may not be identifiable or processed correctly.
Approved returns should be sent to:
The Moon Apothecary
PO Box 4287
Raceview QLD 4305
Australia
We will provide return instructions where necessary. Where required under the Australian Consumer Law, The Moon Apothecary will cover or reimburse reasonable return costs for a product confirmed to have a fault or other covered problem.
Sale items and gift cards
Sale or promotional items remain covered by the consumer guarantees provided under the Australian Consumer Law.
Gift cards are not refundable for change-of-mind reasons. This does not exclude any rights that cannot legally be excluded.
Exchanges
We do not offer exchanges for change-of-mind reasons.
If an item is faulty, damaged, incorrect or otherwise fails to meet a consumer guarantee, please contact us so we can assess the appropriate remedy.
Refunds
If a refund is approved, it will be issued to your original payment method. Please allow up to 10 business days for us to process an approved refund. Your bank or payment provider may require additional time for the funds to appear.
If more than 15 business days have passed since we confirmed that your refund was processed, please contact themoonapothecaryau@gmail.com.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded.
For questions about returns or refunds, contact: