Refunds & Warranties

Contact SlowMoose with the order number, product name, a description of the problem and supporting photos where relevant. We may ask reasonable questions or assess the item before confirming the appropriate remedy.

For a major problem with goods, Australian Consumer Law may allow the customer to choose a refund or replacement. For a problem that is not major, the supplier may provide a free repair within a reasonable time or another remedy permitted by law. The appropriate outcome depends on the facts of the claim.

A manufacturer or voluntary warranty may provide additional benefits, but it does not replace automatic consumer guarantees. SlowMoose will not require a customer to deal only with a manufacturer where the seller is responsible under Australian Consumer Law.

SlowMoose does not publish a general change-of-mind return promise. Contact us before returning anything so eligibility and return instructions can be confirmed. This position does not affect rights relating to faulty, unsafe, misdescribed or otherwise non-compliant goods.

Do not send an item without return instructions. Keep the item, included parts and packaging reasonably protected while a claim is assessed. Return freight responsibility and the return location depend on the reason for return and the remedy required by law.

When a refund is approved, it is normally issued to the original payment method unless another method is required or agreed. Financial institutions may take additional time to display a completed refund.