Returns & Refunds Policy

We want you to be happy with your Mogu Outdoors gear. If something isn’t right, please contact us at hello@moguoutdoors.com and we’ll do our best to help.

30-Day Change of Mind Returns

We offer a 30-day return period for change-of-mind purchases. You have 30 days from receiving your order to request a return.

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

• unused and in the same condition as received;

• with all tags, accessories and components included; and

• in its original packaging.

Proof of purchase is also required.

To request a return, please contact us at hello@moguoutdoors.com before sending anything back. Items returned without prior approval may not be accepted.

Change of Mind Return Shipping

Customers are responsible for all return shipping costs for change-of-mind returns.

We recommend using a tracked shipping service, as Mogu Outdoors cannot be responsible for returned items that are lost or damaged in transit.

For bulky items, including self-inflating mattresses, return freight can be expensive due to the size and cubic weight of the package. We recommend checking the return shipping cost before requesting a change-of-mind return.

Original shipping charges are not refundable for change-of-mind returns.

Faulty, Damaged or Incorrect Products

If your product arrives damaged, develops a fault, or you receive an incorrect item, please contact us at hello@moguoutdoors.com with your order details and a description of the issue.

Assessment & Troubleshooting

Before we can determine the appropriate solution, we will generally require photos and/or video showing the reported issue.

Depending on the nature of the problem, we may also ask you to complete reasonable troubleshooting or testing. This helps us identify whether the issue is a product fault, something that can be easily resolved, or damage that may have occurred during use.

For example, if a self-inflating mattress is slowly losing air, we may ask you to check the valve and perform a simple soapy-water leak test.

Please do not dispose of, modify or return a product while a claim is being assessed unless we ask you to do so.

Once we have received the requested information, we will assess the issue and advise you of the next step.

Where it is not reasonably possible to provide particular photos, video or troubleshooting information, please let us know so we can discuss another appropriate way to assess the issue.

Remedies for Faulty Products

Where a product is found to have a manufacturing fault or otherwise fails to meet the consumer guarantees under the Australian Consumer Law, we will provide an appropriate remedy, which may include repair, replacement or refund depending on the circumstances and your rights under the Australian Consumer Law.

If the product needs to be returned, please contact us before arranging freight.

Where required under the Australian Consumer Law, Mogu Outdoors will cover or reimburse reasonable return costs.

For bulky products or customers in remote locations, please contact us before arranging freight so we can determine the most practical method of return, inspection or assessment.

Wear, Damage & Misuse

Our products are designed for outdoor use, but damage that occurs during use is not necessarily a manufacturing fault.

Warranty and faulty-product coverage do not cover problems caused by normal wear and tear, accidental damage, misuse, punctures, cuts, abrasion, improper care or storage, excessive heat, over-inflation, or damage caused by pets or animals.

For self-inflating mattresses, very small punctures can sometimes occur without obvious visible damage to the outer fabric. Please refer to the product care instructions for information about proper use, storage and troubleshooting.

This does not exclude any rights you may have under the Australian Consumer Law where a product has a manufacturing fault or otherwise fails to meet a consumer guarantee.

Exceptions to Change of Mind Returns

We do not accept change-of-mind returns for:

• custom, personalised or special-order products;

• used products;

• clearance items; or

• items that have already been returned once for change of mind.

These exclusions apply to change-of-mind returns only and do not limit your rights in relation to faulty products under the Australian Consumer Law.

Exchanges

For change-of-mind exchanges, customers are responsible for the cost of returning the original item to us. Any shipping cost for sending the replacement item will also be the responsibility of the customer.

Alternatively, you may return the original item for a refund in accordance with our change-of-mind policy and place a new order.

If you have received a faulty, damaged or incorrect product, please contact us before returning the item or placing another order.

Refunds

Once we receive and inspect an approved change-of-mind return, we will let you know whether it meets our return conditions.

Approved refunds will be issued to your original payment method within 5 business days. Original shipping charges are not refundable for change-of-mind returns.

Your bank or card provider may take additional time to process the refund.

If more than 15 business days have passed since we approved your refund, please contact us at hello@moguoutdoors.com.

Australian Consumer Law

Our Returns & Refunds Policy is provided in addition to your rights under the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded.