REFUND Policy

REFUND POLICY
MOO 13 Pty Ltd
ABN 13 694 314 415
Effective Date: 25.02.2026

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 and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy excludes your rights under Australian Consumer Law.

CHANGE OF MIND

Due to the perishable nature of confectionery products, we do not offer refunds or exchanges for change of mind. Please choose carefully before completing your purchase.

FAULTY OR DAMAGED PRODUCTS 

If you believe your product is faulty, damaged, or incorrect, you must:

Contact us within 48 hours of delivery, provide your order number, provide clear photographs of the product and packaging, we may request additional information to assess your claim. If a product is confirmed to be faulty under Australian Consumer Law, we will offer a replacement or refund at our discretion.

HEAT AND MELTING DISCLAIMER

Our products are confectionery and may be affected by heat during transit, particularly during warmer months. While we take reasonable steps in packaging and dispatch, we are not responsible for melt-related damage occurring after dispatch unless required under Australian Consumer Law. We recommend selecting express shipping during warmer periods and ensuring someone is available to receive the parcel.

We do not offer refunds for products that have melted due to weather conditions after dispatch, except where required by law.

OPENED OR CONSUMED PRODUCTS

We do not accept returns or offer refunds for products that:

Have been opened, have been partially consumed, have been improperly stored, have been damaged after delivery unless required under Australian Consumer Law.

DELIVERY ISSUES

If your parcel arrives visibly damaged, please:

Take photographs before opening, contact us within 48 hours. We are not responsible for parcels that are lost, delayed, or damaged due to incorrect shipping information provided by the customer.

REFUND PROCESS

If a refund is approved:

Refunds will be issued to the original payment method, processing times may vary depending on your financial institution. We reserve the right to refuse a refund request that does not comply with this policy or Australian Consumer Law.

CONTACT DETAILS

To submit a refund request, please contact:

Email:
oliver@lollieco.com.au
kim@lollieco.com.au

MOO 13 Pty Ltd
37 Elizabeth Street
Burradoo NSW 2576
Australia

 SHIPPING POLICY
MOO 13 Pty Ltd
ABN 13 694 314 415
Effective Date: 25.02.2026

SHIPPING LOCATIONS

We currently ship within Australia. International shipping may be offered at our discretion.

If you require delivery outside Australia, please contact us before placing your order.

PROCESSING TIMES 

Orders are typically processed within 1–3 business days. During peak periods, promotions, or public holidays, processing times may be extended. Orders are not dispatched on weekends or public holidays.

SHIPPING METHODS 

Shipping options and estimated delivery timeframes are displayed at checkout. Delivery timeframes are estimates only and are not guaranteed.

We are not responsible for delays caused by:

Australia Post or courier partners, weather conditions, public holidays, industrial action, incorrect shipping details. circumstances beyond our control.

RISK AND TITLE 

Risk in the goods passes to you upon dispatch from our premises. Once your order has been handed to the shipping carrier, we are not liable for delays, damage, or loss in transit except as required under Australian Consumer Law.

HEAT AND TEMPERATURE DISCLAIMER

Our products are confectionery and may be sensitive to heat. While we take reasonable care in packaging and dispatch, we cannot control temperature conditions during transit.

We strongly recommend:

Selecting express shipping during warmer months, ensuring someone is available to receive the parcel
Avoiding delivery to unattended mailboxes in hot weather. We are not responsible for melt-related damage occurring after dispatch unless required under Australian Consumer Law.

DELIVERY ADDRESS 

Customers are responsible for ensuring that the shipping address provided is accurate and complete.

We are not responsible for orders delivered to an incorrect address supplied by the customer.

If a parcel is returned due to incorrect or incomplete information, additional shipping charges may apply.

UNCLAIMED OR RETURNED PARCELS

If a parcel is returned to us due to:

Failure to collect, incorrect address, refusal of delivery we may charge additional shipping fees to resend the order. Refunds will not be issued for unclaimed or refused deliveries unless required by law.

LOST PARCELS

If your parcel has not arrived within a reasonable timeframe:

Contact us within 7 days of the estimated delivery date, we will initiate an investigation with the carrier

We are not responsible for delays once the parcel is in transit; however, we will assist where possible.

DELIVERY CONFIRMATION

Delivery is considered complete once the parcel is marked as delivered by the shipping carrier. We are not responsible for theft or damage occurring after delivery confirmation.

CONTACT DETAILS 

For shipping enquiries, please contact:

Email:
oliver@lollieco.com.au
kim@lollieco.com.au

MOO 13 Pty Ltd
37 Elizabeth Street
Burradoo NSW 2576
Australia