Refund policy

 


Purchasing from Mojia Australia

Mojia products should only be purchased directly from Mojia Australia.
Products purchased from unauthorised retailers, marketplaces, or third-party sellers are not covered by our returns policy or manufacturer warranty.

Change of Mind

We do not accept returns for change of mind, incorrect use, or normal wear and tear.

Damaged or Faulty on Arrival

Please contact support@mojia.com.au within the following timeframes:
•    Transit damage: report within 24–48 hours of delivery.
•    Suspected manufacturing fault: report as soon as reasonably possible during the warranty period.
Before authorising a return, replacement, or refund, Mojia Australia may request troubleshooting steps, photographs, or video to help determine whether the issue is due to a manufacturing fault or product use. This helps avoid unnecessary international returns and ensures the quickest resolution.

Missing item claims: If an item is reported missing from an order, we may request details or evidence to help us review the claim. For low-value items, our standard resolution may be a refund or store credit rather than a replacement resend, where the postage cost exceeds the item value. This policy does not affect any rights you may have under Australian Consumer Law.

Returns & Postage Responsibilities

A product is considered confirmed faulty only after assessment by Mojia Australia. This assessment may include troubleshooting information provided by the customer and/or inspection of the returned product.

Australian Customers

  • If your item is confirmed to be faulty under the manufacturer warranty, a prepaid Australia Post return label will be issued.
  • If the item is assessed and found not to be faulty or not covered under warranty, the item will be returned to you at your expense.

International Customers

Due to shipping limitations with Australia Post, we are unable to issue prepaid return labels for international orders.

  • International customers are responsible for return postage costs.
  • Once the item has been received and inspected, if the product is confirmed to be faulty under warranty, return postage costs will be reimbursed.
  • If the item is found not to be faulty or not covered under warranty, return postage costs will not be reimbursed.

Please note that international warranty replacements may be subject to customs duties, taxes, or processing fees imposed by your local authorities. These charges are outside our control. We recommend checking with your local customs office prior to shipment.

United States Customers ONLY

Orders to the United States are shipped via Austalia Post, and may be subject to import tariffs, duties, taxes, and processing fees imposed by U.S. authorities. These duties and taxes (tariffs) are collected at the checkout before the parcel leaves Australia.

Where a warranty remedy involves the provision of a replacement product, Mojia Australia will arrange shipment of the replacement. However, any import tariffs, duties, taxes, or related fees applicable to the replacement shipment will be the sole responsibility of the customer.

As is standard for international shipments, any applicable tariffs, duties, taxes, or fees must be paid prior to dispatch of the replacement product. Mojia Australia will advise customers of any such charges in advance where applicable.
Mojia Australia reserves the right to determine the appropriate warranty remedy at its discretion, having regard to the nature of the defect and the practicalities of international shipping.

Condition of Returned Items

All items must be returned in the same condition as received.

This includes all accessories, charging cables, controllers, gifted items, and promotional items.

Failure to return all components may result in the replacement or refund being voided.

Manufacturer Warranty

Warranty Coverage

We provide a 12-month manufacturer warranty from the original date of purchase for Australian and international customers.

The warranty covers faults in materials or workmanship when the product is used as directed.

The warranty does not cover:

  • Normal wear and tear
  • Water damage
  • Misuse or accidental damage
  • Modifications or unauthorised repairs
  • Use of third-party charging cords or accessories

Proof of purchase is required. The warranty remains aligned with the original purchase date, even if a replacement or repair is issued.

There is no extended warranty on replacement products.

Warranty Claim Process

To begin a warranty claim, please complete the Warranty Form.

Our customer service team will then provide full instructions on how to return your product.

Important notes:

  • All returns must be packed securely, preferably in the original box or similar packaging.
  • All returns must have tracking.
  • Do not fold any devices (such as LED masks) — folding will void the warranty.
  • All accessories must be returned with the device.

Upon receipt, your item will be inspected:

  • If the fault is confirmed, we will arrange a repair or replacement.
  • If no fault is found or the issue is not covered, we will notify you and the item will be returned at the purchaser’s cost.

Processing Time

We aim to process warranty claims as quickly as possible.

During periods of high demand, processing may take 14–28 business days, excluding public and national holidays (including Christmas, New Year, and Easter).

Warranty Eligibility

  • The warranty is registered to the original purchaser only and is non-transferable.
  • The goods must be purchased and shipped by the original buyer.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure. 

If the failure is minor, we may elect to repair, replace, or otherwise remedy the product in accordance with Australian Consumer Law.

Major vs Minor Failures 

Under Australian Consumer Law, customers are entitled to a refund or replacement only in the case of a major failure.

A major failure occurs when:

  • A reasonable consumer would not have purchased the product had they known about the issue.
  • The product is significantly different from its description, sample, or demonstration; or
  • The product is substantially unfit for its normal purpose and cannot be easily repaired within a reasonable time; or
  • The product is unsafe.

Issues that do not meet the definition of a major failure are considered minor failures.

Examples of minor failures include, but are not limited to:

  • Charging cables or accessories not functioning
  • Issues that can be remedied through repair or replacement
  • User error or incorrect setup
  • Use of third-party charging cords or accessories
  • Normal wear and tear
  • Change of mind or preference

For minor failures, Mojia Australia reserves the right to offer a repair or replacement as the appropriate remedy, in line with Australian Consumer Law. Minor failures do not entitle the customer to choose a refund.

Taxes, Duties & Customs Fees (International Orders)

All international orders are shipped from Australia via Australia Post and delivered by the destination country’s postal service.

United States Orders

US orders may include duties and taxes (tariffs), which are collected at the checkout as they must be paid before the parcel leaves Australia.
Where a warranty remedy involves the provision of a replacement product, Mojia Australia will arrange shipment of the replacement. However, any import tariffs, duties, taxes, or related fees applicable to the replacement shipment will be the sole responsibility of the customer.
As is standard for international shipments, any applicable tariffs, duties, taxes, or fees must be paid prior to dispatch of the replacement product. Mojia Australia will advise customers of any such charges in advance where applicable.
Mojia Australia reserves the right to determine the appropriate warranty remedy at its discretion, having regard to the nature of the defect and the practicalities of international shipping.

All Other International Orders

For destinations outside the United States:

  • Import taxes, customs duties, tariffs, and government-imposed fees are not included in the purchase price.
  • These charges are the responsibility of the customer and are payable once the item arrives in the destination country.
  • Mojia Australia has no control over these fees and cannot estimate them in advance.
  • Customers are encouraged to contact their local customs authority prior to ordering if unsure what charges may apply.

Refused Shipments

If an international shipment is refused or returned due to unpaid duties, taxes, or customs fees:

  • The purchaser remains responsible for all outbound and return shipping costs
  • Any applicable customs duties or tariffs are non-refundable
  • A 20% restocking fee will be deducted from any eligible refund

Contact Us

If you have any issues operating your device or believe there may be a fault, please contact: support@mojia.com.au