Returns & Refunds
Last updated: 13 September 2026
At Movecraft, we want you to feel confident when shopping with us. If something isn't right with your order, we'll work with you to find a fair and practical solution.
This policy explains what happens if your product arrives faulty, damaged or incorrect, as well as our voluntary change-of-mind return policy.
1. Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this Return, Refund & Replacement Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL).
Australian Consumer Law provides consumers with guarantees relating to matters including acceptable quality, fitness for purpose, safety and whether products match their description.
If a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and whether the failure is major or minor.
Any timeframes or conditions stated in our voluntary change-of-mind policy do not limit your rights where a product is faulty, unsafe, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee.
2. Faulty, damaged or defective products
If your product arrives damaged, is faulty, does not work as reasonably expected, or develops a fault, please contact us through our Contact page as soon as reasonably possible.
Providing information promptly helps us resolve the issue faster, but your rights under Australian Consumer Law are not limited to a particular number of days after delivery.
When contacting us, please provide where reasonably possible:
- your full name;
- your order number;
- the product concerned;
- a brief description of the problem;
- photographs showing the product and issue; and
- a short video demonstrating the fault where photographs do not clearly show the problem.
We may need to assess the product before confirming the appropriate remedy.
Please do not dispose of, modify, repair or return a product until we have provided instructions, unless doing so is reasonably necessary for safety reasons.
Major problems
Where a product has a major failure under Australian Consumer Law, you may be entitled to choose between a replacement or refund, together with any other rights available to you under the ACL.
A problem may be considered major in circumstances such as where the product:
- is unsafe;
- is substantially different from its description;
- cannot reasonably be used for its normal purpose;
- cannot reasonably be used for a purpose you made known to us before purchasing and the problem cannot easily be fixed; or
- has a problem that would have stopped a reasonable consumer from purchasing it had they known about the problem beforehand.
Minor problems
If a problem is minor and can reasonably be fixed, we may choose an appropriate remedy in accordance with Australian Consumer Law.
For many of the products sold by Movecraft, replacement may be more practical than physical repair. Depending on the circumstances, we may therefore offer a repair, replacement, refund or another appropriate remedy.
If a minor problem cannot be resolved within a reasonable time, additional rights may arise under Australian Consumer Law.
3. Products damaged during delivery
If your parcel or product appears to have been damaged during delivery, please contact us as soon as reasonably possible.
Where possible, please provide:
- photographs of the outer packaging;
- photographs of the shipping label;
- photographs of the damaged product;
- photographs of any damaged internal packaging; and
- a short video if this helps demonstrate the damage.
Please keep the packaging and damaged product until we advise whether they are required.
Once we have assessed the issue, we will arrange an appropriate remedy. Depending on the circumstances, this may include a replacement or refund.
If the product needs to be returned because it arrived damaged, Movecraft will cover reasonable approved return costs.
4. Wrong product received
If we have sent you a product different from what you ordered, please contact us through our Contact page.
Please provide:
- your order number; and
- a photograph clearly showing the product you received.
Once confirmed, we will arrange for the correct product to be sent or provide another appropriate remedy.
You will not be required to pay additional shipping or return costs because Movecraft supplied the wrong product.
Please do not send the incorrect product anywhere until we provide return instructions.
5. Returnless refunds and replacements
For some faulty, damaged or incorrectly supplied products, requiring the item to be physically returned may be unnecessary or unreasonable.
In these circumstances, Movecraft may approve a returnless refund or replacement.
We may ask for reasonable photographic or video evidence so that we can verify the problem.
If we confirm that no return is required, you may dispose of or recycle the product responsibly after receiving our written confirmation.
Whether a return is required will be determined on a case-by-case basis.
Please do not send products back to the address shown on the original parcel or directly to a manufacturer, supplier or warehouse unless Movecraft specifically instructs you to do so.
Your purchase is with Movecraft, and we will manage your return or remedy directly with you.
6. Change-of-mind returns
Australian Consumer Law does not generally require businesses to provide a refund simply because a customer has changed their mind.
However, Movecraft offers a voluntary 14-day change-of-mind return policy subject to the conditions below.
You must contact us within 14 calendar days of delivery to request a change-of-mind return.
To qualify, the product must:
- be unused;
- be unworn, where applicable;
- be unwashed;
- be undamaged;
- be in a condition suitable for resale;
- include all original components, accessories, manuals and other items supplied with it;
- be returned in its original packaging where reasonably applicable; and
- comply with the hygiene requirements below.
We reserve the right to decline a change-of-mind return where these conditions have not been met.
These conditions apply only to voluntary change-of-mind returns and do not restrict your rights under Australian Consumer Law if there is a problem with the product.
7. Hygiene and personal-use products
Many Movecraft products are designed to come into direct contact with the body.
For health and hygiene reasons, certain products cannot be returned for change of mind after they have been opened, used, worn or had a hygiene or safety seal removed.
Depending on the product, this may include items such as:
- sleep masks and similar sleep accessories;
- face and scalp massage tools;
- massage and recovery tools intended for direct skin contact;
- foot-care accessories;
- wearable supports;
- products worn directly against the body; and
- other personal-use wellness products where resale after opening would be inappropriate for hygiene reasons.
Where a product is supplied in sealed packaging, it must remain sealed to qualify for a change-of-mind return where hygiene considerations apply.
This hygiene restriction does not remove your rights under Australian Consumer Law.
If a hygiene or personal-use product is faulty, unsafe, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee, please contact us even if you have opened or used it.
Opening a product to reasonably inspect or use it does not automatically remove your statutory rights.
8. How to request a return
Before returning any product, please contact Movecraft through our Contact page.
Please include:
- your name;
- your order number;
- the product you wish to return;
- the reason for the return; and
- photographs or video where relevant.
We will review your request and provide instructions.
Do not return products without receiving return instructions from Movecraft first.
Approved returns will be directed to the appropriate Australian return address provided by Movecraft.
Do not send a return to:
- an address printed on the original parcel;
- an overseas supplier;
- a manufacturer;
- a fulfilment warehouse; or
- any other address unless Movecraft has specifically provided that address for your return.
Sending an item to an unauthorised address may significantly delay the processing of your return.
9. Return postage
Faulty, damaged or incorrectly supplied products
Where a product is confirmed to have a problem covered by Australian Consumer Law or has been incorrectly supplied by Movecraft, we will deal with reasonable return costs in accordance with our obligations under Australian Consumer Law.
Depending on the circumstances, we may:
- provide a prepaid return method;
- reimburse reasonable approved return postage;
- arrange collection; or
- advise that the product does not need to be returned.
Please contact us before paying for return postage wherever reasonably possible.
If you pay return postage for a product that is subsequently confirmed to have a qualifying problem, please retain your postage receipt.
Change-of-mind returns
For approved change-of-mind returns, the customer is responsible for return postage costs.
We strongly recommend using a tracked postage service.
Movecraft is not responsible for change-of-mind returns that are lost in transit before they are received at our approved return location.
10. Refunds
Once a return requiring physical inspection has been received, we will assess it and notify you of the outcome.
Where a refund is approved, we aim to process it within 5 business days.
Refunds will generally be issued to the original payment method unless otherwise agreed with you.
Your bank, credit card provider or payment service may require additional processing time before the refund appears in your account.
Refunds for faulty products
Where you are entitled to a full refund under Australian Consumer Law, the refund will not be reduced because the product has been opened, used or removed from its original packaging where those conditions would improperly restrict your statutory rights.
Change-of-mind refunds
For approved change-of-mind returns, we will refund the amount paid for the returned product after the return has been received and its condition has been verified.
Original shipping charges, including express or upgraded shipping charges, are generally not refundable for change-of-mind returns.
If your original order qualified for free shipping, we will not retrospectively deduct a hidden standard shipping charge from the refund solely because you returned the product.
You may also choose store credit where we offer this option.
11. Exchanges
If you would like a different product, size, colour or variation because you have changed your mind, please contact us first.
Where the product qualifies for our change-of-mind policy, we may offer:
- a refund so that you can place a new order;
- store credit; or
- an exchange where operationally practical.
The customer is responsible for applicable return postage for change-of-mind exchanges.
Where an exchange is required because Movecraft supplied the wrong item or because of a product fault, your rights under Australian Consumer Law apply.
12. Bundles and multi-product sets
Movecraft may sell products together as bundles or sets at a discounted price.
For a voluntary change-of-mind return, the complete bundle or set must generally be returned together, unused and in eligible condition.
If only part of a bundle is faulty, damaged or incorrectly supplied, please contact us. We will assess the affected product individually and provide an appropriate remedy without requiring unaffected products to be returned unless reasonably necessary.
Nothing in this section limits your rights under Australian Consumer Law.
13. Sale and promotional products
Purchasing a product during a sale, promotion or using a discount code does not remove your rights under Australian Consumer Law.
Faulty or incorrectly supplied sale products remain eligible for the remedies required by law.
Any voluntary change-of-mind return will be based on the amount actually paid for the product after applicable discounts.
14. Products that have been misused or damaged after delivery
Consumer guarantees may not apply where the problem has been caused by misuse, abnormal use, neglect or damage occurring after delivery rather than by a defect in the product.
Examples may include damage caused by:
- using the product contrary to supplied instructions;
- deliberately modifying the product;
- accidental physical damage after delivery;
- inappropriate storage;
- excessive force or loading outside the product's intended use; or
- ordinary wear and tear that is reasonable considering the product, its age and its use.
We will consider the circumstances of each claim individually.
This section does not exclude consumer rights where the underlying cause of the problem is a product defect or another failure to meet an applicable consumer guarantee.
15. Proof of purchase
We may ask you to provide reasonable proof that the product was purchased from Movecraft.
Your Movecraft order number will normally be sufficient.
Other reasonable evidence may also be considered where appropriate.
16. Order cancellations
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
If the order has not yet entered processing or dispatch, we will try to cancel it and issue a refund.
Because orders can move into fulfilment quickly, cancellation after an order has been placed cannot always be guaranteed.
Once an order has been dispatched, it generally cannot be cancelled in transit. You may request a return after delivery in accordance with this policy.
17. Refused and uncollected deliveries
If a customer refuses delivery or fails to collect a parcel for reasons unrelated to a fault, error by Movecraft or other rights under Australian Consumer Law, the order may be treated as a change-of-mind return.
Reasonable costs associated with the return may apply where permitted.
Please contact us before refusing a parcel so that we can advise you on the appropriate process.
18. Safety concerns
If you believe a product is unsafe, stop using it immediately and contact Movecraft.
Please provide your order number and as much information about the issue as reasonably possible.
Do not continue using a product that you reasonably believe presents a safety risk.
We may ask you to retain the product while we investigate the issue and provide further instructions.
19. Contacting Movecraft
For returns, refunds, replacements or problems with an order, please contact us through the Contact page on the Movecraft website.
Please include your order number whenever possible so that we can assist you more quickly.
We aim to handle issues fairly, reasonably and in accordance with Australian Consumer Law.
20. Australian Consumer Law
This policy is intended to operate alongside, and not replace, your rights under the Australian Consumer Law.
Where there is any inconsistency between this voluntary policy and rights that cannot legally be excluded under Australian Consumer Law, those statutory rights will apply.