Refund policy

Return and Refund Policy

Last updated: 30 August 2026

At MomentsWithTan, we want you to be happy with your purchase. If something is not right, we are here to help.

Nothing in this policy excludes, restricts, or modifies any rights or remedies you have under the Australian Consumer Law or any other applicable consumer protection law. Where this policy is inconsistent with a right that cannot legally be excluded, your statutory rights will prevail.

Change-of-Mind Returns

We accept change-of-mind returns within 14 days of receiving your order.

These change-of-mind conditions apply only when there is no fault or other problem with the product. They do not limit your rights for products that are faulty, defective, damaged, unsafe, incorrectly described, or incorrectly supplied.

To qualify for a change-of-mind return, the item must be:

In the same condition in which you received it
Unused and unworn
With original tags attached, where applicable
In its original, undamaged packaging
Accompanied by proof of purchase

Change-of-mind returns that do not meet these conditions may not be accepted.

Some products are fulfilled by third-party suppliers. This does not reduce or alter the return rights stated in this policy or any rights available under applicable consumer law.

How to Start a Return

To request a return, contact us at:

Email: support@momentswithtan.com

Please include your order number, the item you wish to return, and the reason for the return.

We will provide the appropriate return instructions and return address.

Returns are made by mail to the return address provided in our return instructions. Because some products are fulfilled from different locations, please do not send a product back until you have received the correct return address from us.

For change-of-mind returns, please contact us before returning the item.

If your product is faulty, defective, damaged, unsafe, incorrectly described, or incorrectly supplied, your rights under Australian Consumer Law are not affected if you did not contact us before returning the product.

Return Shipping Costs

Change-of-mind returns

Return shipping costs for an approved change-of-mind return are the customer’s responsibility.

We do not provide prepaid return shipping for change-of-mind returns unless we specifically agree otherwise.

Products with a problem

For products that can reasonably be posted or returned, you may initially need to return the item to us for assessment.

If we confirm that the product has a problem covered by Australian Consumer Law, we will reimburse any reasonable return costs you have paid. Please keep your postage or transport receipt.

If a faulty product is large, heavy, installed, or otherwise difficult to return, MomentsWithTan will arrange or pay for its collection or return within a reasonable time, as required by Australian Consumer Law.

Non-Returnable Items for Change of Mind

The following items are not accepted for change-of-mind returns, unless otherwise required by law:

Sale or discounted items
Gift cards
Personalised or custom-made items
Items that have been used, worn, or damaged after delivery
Items without their original packaging or tags where those conditions are relevant to the voluntary change-of-mind return

These exclusions do not apply to statutory remedies for products that are faulty, defective, damaged, unsafe, incorrectly described, or incorrectly supplied.

If you are unsure whether an item qualifies for a change-of-mind return, please contact us at support@momentswithtan.com.

Faulty, Defective, Damaged, Unsafe, Incorrectly Described or Incorrectly Supplied Items

Please inspect your order when it arrives. If you believe there is a problem, contact us at support@momentswithtan.com and provide, where possible:

Your order number
A description of the problem
Photographs of the item and packaging

We are entitled to reasonably assess a product before providing a remedy.

Major failure

Under Australian Consumer Law, if a product has a major failure, you are entitled to choose between a refund or replacement.

A major failure may include circumstances where the product is unsafe, substantially different from its description, cannot be used for its normal purpose and cannot easily be fixed within a reasonable time, or has a problem so serious that you would not have purchased it had you known about it.

You may also be entitled to compensation for other reasonably foreseeable loss or damage.

Minor failure

If a product has a minor failure, MomentsWithTan is entitled to have the problem fixed within a reasonable time, generally by repair or another appropriate remedy.

If the problem cannot be fixed, or is not fixed within a reasonable time, you may be entitled to further remedies available under Australian Consumer Law, which may include a replacement or refund.

Your rights are not affected because an item was purchased on sale, received as a gift, or fulfilled by a third-party supplier.

Exchanges

We do not generally offer direct exchanges for change-of-mind purchases.

If you would like a different item, you may return an eligible item under this policy and place a new order.

This does not limit any right you may have to a replacement for a faulty, damaged, incorrectly described, or incorrectly supplied product.

Refunds

Once we receive and, where appropriate, inspect your returned item, we will notify you of the outcome.

If a refund is approved, it will be issued to your original payment method. We aim to process approved refunds within 10 business days.

Your bank, card issuer, or payment provider may require additional time to make the funds available.

If more than 15 business days have passed since we confirmed your refund and you have not received it, please contact support@momentswithtan.com.

For voluntary change-of-mind returns, original outbound shipping costs are not refunded unless otherwise required by law.

This does not limit any entitlement to recover delivery or other costs as part of a statutory remedy for a product problem.

International Orders

For international change-of-mind returns, please contact support@momentswithtan.com within the applicable return period before returning the product.

Unless applicable law provides otherwise, the customer is responsible for return shipping costs for voluntary change-of-mind returns.

Some products are fulfilled by third-party suppliers. This does not reduce or alter the rights provided by this policy or applicable consumer protection law.

EU and EEA Customers

If applicable EU or EEA consumer law gives you a statutory right of withdrawal for an online purchase, you generally have 14 days after receiving the goods to notify us that you wish to withdraw.

Contact support@momentswithtan.com to exercise this right.

Where the statutory withdrawal right applies:

You generally have 14 days after notifying us to return the goods.
You are responsible for the direct cost of returning the goods where we have informed you of this requirement.
We will refund payments required by law, including the cost of our least expensive standard delivery option.
We will process the refund within the legally required period. We may withhold reimbursement until we receive the returned goods or evidence that they have been sent back, where permitted by law.

Statutory withdrawal rights may not apply to certain products, including personalised goods and certain sealed goods opened after delivery for hygiene or health-protection reasons.

UK Customers

For qualifying online purchases, UK customers generally have 14 days after receiving their goods to notify us that they wish to cancel, followed by another 14 days to return the goods.

Where the statutory cancellation right applies:

Contact us at support@momentswithtan.com.
Return the goods according to the instructions we provide.
You are responsible for return postage where permitted by law and where this has been disclosed.
We will refund the cost of the goods and the cost of our standard delivery option as required by law.
If you selected a more expensive delivery method, we are not required to refund the additional amount above the standard delivery cost.
Refunds will be made within the period required by applicable UK law.

Certain products, including personalised goods and some sealed hygiene products once opened, may be excluded from the statutory cancellation right.

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, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded.

For information about Australian consumer rights, visit the Australian Competition and Consumer Commission website at accc.gov.au.

For questions about returns or refunds:

Email: support@momentswithtan.com
Mailing address: 27–35 Punchbowl Road, Strathfield South NSW 2136, Sydney, Australia

This is the version I would use

The key fixes from the previous version are now incorporated: major vs minor ACL failures are handled correctly, reasonable return costs for confirmed faulty goods are covered regardless of whether the failure is major, large/heavy faulty goods are handled correctly, and EU/UK standard-delivery refund wording is tightened.

I would stop rewriting it here. The next step is simply to put this complete text into Shopify and then verify the live page before moving on to the next Google Merchant issue.