Refund policy
Returns & Refunds
At Mooch, we want you to feel confident trying our products. This policy explains our voluntary returns process and sits alongside your rights under the Australian Consumer Law.
Change-of-mind returns
If you have changed your mind and your product is unopened, unused and in its original sealed packaging, please contact us at hello@moochpets.com.au within 30 days of delivery. Include your order number and the reason for your return request.
If your request is approved, we will provide return instructions. Once the returned product has been received and inspected, we will refund the purchase price of the eligible item to the original payment method.
For change-of-mind returns, original delivery charges are not refundable and return postage is the customer’s responsibility. This does not affect your rights if a product is faulty, damaged, incorrectly supplied or otherwise does not meet the consumer guarantees that apply under Australian Consumer Law.
Opened products
For safety and hygiene reasons, we do not accept change-of-mind returns for opened food or supplement products. However, our 30-Day First Bag Promise may apply to an opened first bag. See the First Bag Promise below.
Damaged, faulty or incorrect items
If your order arrives damaged, you receive the wrong item, or you believe there is a problem with the product, contact us at hello@moochpets.com.au as soon as reasonably possible. Please include your order number, a brief description of the issue, and photos where helpful.
We will assess the issue and work with you to provide an appropriate remedy in line with your consumer-guarantee rights. Depending on the circumstances, this may include a refund, replacement or other remedy. Where a product is confirmed to have a problem covered by Australian Consumer Law, we will also address reasonable return costs as required.
How refunds are processed
Approved refunds are returned to the original payment method. Please allow up to 10 business days after approval for us to process the refund, plus any time required by your bank or payment provider.
Contact us
For any return, refund or product issue, contact hello@moochpets.com.au and include your order number.
Your Australian Consumer Law rights
Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law. Our voluntary returns process and First Bag Promise are offered in addition to those rights.
The Mooch 30-Day First Bag Promise
We want your dog’s first Mooch routine to feel easy. If your dog does not take to their first bag of Mooch, contact us within 30 days of delivery and we will refund the price you paid for one bag from your first eligible order.
This promise gives you a low-risk way to try Mooch. It is not a promise of a particular veterinary, skin, coat or mobility outcome, and individual dogs may respond differently.
Who is eligible
The First Bag Promise is available when all of the following apply:
•You purchased directly from moochpets.com.au.
•This is your first eligible Mooch order.
•You contact us within 30 days of the delivery date.
•The claim relates to one opened bag only.
•You provide your order number and a photo of the remaining product and batch details on the bag, if requested.
The promise is limited to one claim per customer, household, delivery address and payment method. It is not available for retail purchases, re-sold products, gift-card purchases, subscription renewal orders or orders placed for resale.
What we refund
For an approved claim, we refund the actual item price paid for one bag in your first eligible order. If you purchased a two- or three-bag bundle, the promise applies to one bag only. Original delivery charges are not included in the voluntary First Bag Promise refund.
You do not need to return the opened bag unless we ask you to retain or send it for a quality investigation. We may ask for additional information where reasonably necessary to assess a claim.
How to make a claim
Email hello@moochpets.com.au with the subject line “First Bag Promise”. Please include your order number, your dog’s name, a short description of your experience, and a photo of the bag and batch details if requested. We will review your request and confirm the outcome by email.
If your dog has an adverse reaction
Stop using the product and contact your veterinarian. Please also contact us at hello@moochpets.com.au with your order number and the batch details so we can investigate appropriately.
Your rights under Australian Consumer Law
The First Bag Promise is a voluntary offer from Mooch. It is provided in addition to, and does not limit, your rights under the Australian Consumer Law. If a product is faulty, unsafe, misdescribed or otherwise does not meet consumer guarantees, your rights may be different from, and broader than, this voluntary promise.