Refund policy

30-day change-of-mind returns

You may request a change-of-mind return within 30 days after your order is delivered. The bag must be unused and unworn, in its original condition, with any original tags and packaging, and accompanied by proof of purchase.

Before sending anything back, email support@mochila.au with your order number. We will confirm eligibility and provide the correct return instructions and Brisbane, Australia return address. Returns sent without contacting us first may be delayed or unable to be accepted.

Change-of-mind return postage and your choice

For a change-of-mind return, you are responsible for the cost of posting the item back to us in Brisbane. We recommend using a tracked service and keeping the lodgement receipt until your return is complete.

After we receive and inspect an eligible return, you may choose either:

• a replacement bag from the pieces currently available, sent to you with free standard shipping; or
• a full refund of the price you paid for the returned item, issued to your original payment method.

Because our bags are one of a kind, the same design may no longer be available. If your first replacement choice has sold, we will help you choose another available piece.

Faulty, damaged or incorrect items

Please inspect your order when it arrives and contact us promptly if it is faulty, damaged in transit or not the item you ordered. Include your order number and clear photos where possible so we can help quickly.

For an eligible faulty, damaged or incorrect item, Mochila will cover reasonable return postage and provide the remedy you are entitled to, which may include a repair, replacement or refund. We will send return instructions before you post the item.

Refund timing

We will let you know when your return has been received and inspected. Approved refunds are sent to the original payment method. We aim to initiate the refund within 10 business days of approval, although your bank or payment provider may take additional time to show it in your account.

Your consumer rights

This policy does not exclude, restrict or modify any rights or remedies you have under the Australian Consumer Law or any other consumer law that cannot lawfully be excluded.

Questions? Email support@mochila.au and we will be happy to help.