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Return, Refund, and Exchange Policy

Ⅰ. Return & Exchange Policy Overview

Thank you for shopping with us.

We aim to provide clear, reasonable, and transparent after-sales processes for our Australian customers.

Please carefully read the following policy before submitting return, refund, or exchange requests.

Ⅱ. Return & Exchange Timeframe

In accordance with the Australian Consumer Law (ACL), you have the right to request a return, refund, or exchange within 14 days after receiving the product.

Requests must be submitted within 14 days of receiving the product; we are not responsible for requests made after this period.

Ⅲ. Conditions for Acceptance

Returns and exchanges are accepted under the following circumstances:

  • Appearance Defects: Clear signs of wear or damage.

  • Quality Defects: Missing accessories or damaged original packaging.

  • Odor or Significant Discoloration: The item has an unusual odor or noticeable color difference.

  • Handling Damage: Damage during shipping, assembly, or storage.

  • Product Customization: Products that have been permanently altered or customized.

  • Incorrect Items: The product you received is not what you ordered.

  • No Reason Return: Customers may return items without providing a specific reason.

Ⅳ. Return Application Process

To request a return or exchange, contact our after-sales support team with the following details:

  • Order number

  • Proof of payment (e.g., screenshot or receipt)

  • At least one clear product photo or related video.

Approval and return instructions:

  • After approval, we will send you a prepaid return label (PDF) and a download link for return instructions.

  • Upon receiving the information, you must properly package the item to be returned, print the label, and attach it to the package.

  • The prepaid return label (PDF) is valid for 7 calendar days, so you must deliver the package to the designated carrier within 7 days.

Ⅴ. Return Conditions & Fees

  • For returns within 14 days, both shipping and handling fees will be covered by the platform.

Ⅵ. Refund & Exchange Processing

  • Exchange: Once the returned item is received and its condition confirmed, a replacement will be sent immediately with a tracking number provided.

  • Refund:

    • After receiving and verifying the product, we will issue a full refund to the original payment method (Visa, MasterCard).

    • The refund should be credited to your account within 10-15 business days.

  • If the refund is delayed, please contact us and provide supporting documentation.

Ⅶ. Contact Information

  • Address: 106 FRANKLIN AVE, RICHLANDS, VA, 24641-2733

  • Contact number: +1(850) 241-8667

  • E-mail: contact@mobissima.com

  • Service Hours: Mon-Fri, 9 am to 6 pm (Australia/Sydney, AEST/AEDT)