Last updated: 28.09.2026

The short version: if something’s wrong with your order, we’ll make it right. Because Mossi is a food product, we can’t accept change-of-mind returns.

Change of mind

Once an order has left us, we can’t accept returns or give refunds because you’ve changed your mind, including for unopened jars. Food can’t be resold once it’s left our control, so this keeps every jar we send out safe.

This doesn’t affect your rights under the Australian Consumer Law if something’s wrong with your order (see below).

If something’s wrong with your order

Your rights under the Australian Consumer Law include a replacement or refund if your order:

• arrives broken, leaking or damaged;

• is spoiled or faulty; or

• isn’t what you ordered.

We’ll happily send a replacement, or refund you if you’d prefer. If it suits you better, you can choose store credit instead. Where we refund a faulty or incorrect item, we’ll also refund the shipping you paid for it.

If we send you the wrong item, you can keep it. We’ll send the right one out to you.

How to let us know

Email info@mossi.au with:

• your order number;

• clear photos of the issue;

• a photo showing the best-before date and batch number on the jar; and

• for damaged deliveries, a photo of the outer packaging and shipping label.

Please keep the product and packaging until we’ve been in touch, in case we need more photos or information. We’ll let you know when it’s fine to dispose of it.

We need these details to assess your claim and to trace the batch as part of our food safety checks. If you can’t provide something on this list, contact us anyway and we’ll work through it with you.

When to let us know

To help us sort things out quickly:

• Damaged deliveries or wrong items: please contact us within 7 days of delivery.

• Product quality issues: please contact us before the best-before date and, for opened jars, within 30 days of opening.

These timeframes help us investigate properly. They don’t limit your rights under the Australian Consumer Law.

Storage and use

Please store and use Mossi as directed on the label: keep unopened jars in a cool, dry place away from direct sunlight, refrigerate after opening, and use within 30 days of opening or before the best-before date, whichever comes first.

Unopened jars are shelf stable, but we recommend keeping yours in the fridge anyway. Mossi is best enjoyed cold.

Problems caused by not following the label directions above aren’t faults with the product and aren’t eligible for a replacement or refund. This includes using the product more than 30 days after opening or after its best-before date.

If you think a product has made you unwell

Please seek medical advice, then contact us straight away at info@mossi.au with your order number, best-before date and batch number. Keep any remaining product and packaging if you can, as they help us investigate.

Subscriptions

You can skip, change or cancel an upcoming subscription order through your account before its billing date. Once a subscription order has been charged, contact us before it’s dispatched if you’d like to cancel it, and we’ll consider your request at our discretion. Once it has shipped, it’s treated like any other order: no change-of-mind refunds, but your rights for faulty or incorrect items still apply. See our Subscription Terms for more detail.

Refunds

Approved refunds go back to your original payment method, including Afterpay and PayPal. How long a refund takes to reach your account depends on your bank or payment provider.