Refund policy

Last updated: 24 SEP 2026

This policy sets out your rights where there is a problem with an item purchased from us, and the arrangements that apply if you change your mind. It forms part of our Terms of Service.

In this policy, "MOCA", "we" and "us" mean Museum of Chinese in Australia Limited (ABN 50 489 948 017).

1. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Where there is a major failure, you may choose a refund or a replacement, and you may also claim compensation for any other reasonably foreseeable loss or damage.

Where the failure is not major, we may choose to repair the item, replace it, or provide a refund. If we do not do so within a reasonable time, you may have the problem rectified elsewhere and claim the reasonable cost from us, or reject the item and choose a refund or replacement.

A failure is major where, for example, you would not have acquired the item had you been aware of the problem, the item is significantly different from its description or a sample you were shown, or the item is substantially unfit for its usual purpose and cannot easily be made fit within a reasonable time.

Nothing in this policy excludes, restricts or modifies these rights, or any other right or remedy you have under a law that cannot be excluded. This includes items bought on sale or at a discount.

2. Making a claim

Please contact us with proof of purchase, a description of the problem and, where relevant, a photograph. We will advise the next steps, which may include returning the item to us.

Proof of purchase can be a receipt, an order confirmation, a bank or credit card statement, or any other reasonable record showing you bought the item from us. It does not have to be the original receipt.

Please contact us as soon as reasonably practicable after becoming aware of the problem. Consumer guarantees are not limited to a fixed period, and how long they apply depends on the nature and price of the item and what a reasonable person would expect.

3. Who pays for returning a faulty item

Where the item is found to have a problem covered by the consumer guarantees, we will pay the reasonable cost of returning it, or reimburse you if you have already paid that cost. Please retain your postage receipt.

A faulty item may be returned to the museum in person instead of being posted.

4. Items damaged or missing on arrival

Where an order arrives damaged, or an item is missing, please contact us and we will arrange a replacement, a repair or a refund. Where an item has arrived damaged, please retain the packaging, as it may be required for a carrier claim.

Until an order is delivered to you, responsibility for it rests with us, as set out in our Shipping Policy.

5. If you change your mind

We are not required to give a refund because you have changed your mind. We offer the following as a matter of policy.

Where you change your mind, please contact us within 7 days of receiving your order. We will offer an exchange or a credit note if you have proof of purchase and the item is unused, is in its original condition and packaging, and is in a condition we can resell. You pay the cost of returning the item to us, and the item is your responsibility until it reaches us.

We will advise whether the item meets these conditions once it has been received and inspected.

This is in addition to your rights under the Australian Consumer Law, not instead of them.

6. Items we cannot take back for change of mind

Certain items cannot be returned for change of mind, for reasons of hygiene, safety or practicality. These include earrings and other pierced jewellery, food and drink, and items that have been personalised or made to order. Where this applies, it is stated on the product page.

This does not affect your rights if an item has a problem covered by the consumer guarantees.

7. Refunds

Where a refund is due, it will be made to the original payment method unless otherwise agreed. We will process the refund once it has been agreed and, in the case of a returned item, once the item has been received.

The time taken for a refund to appear in your account depends on your financial institution or payment provider and is outside our control.

Where the original order attracted a delivery charge and the entire order is refunded due to a problem with the goods, the delivery charge is also refunded.

8. Gifts

If you were given an item purchased from us, you have the same rights under the consumer guarantees as the purchaser. Please contact us. Providing the name of the purchaser, or the approximate date of purchase, will assist us to locate the order.

The change of mind arrangement in section 5 is offered as a matter of policy rather than as a legal right, and is available to the purchaser.

9. Memberships, donations and event tickets

Memberships and donations are dealt with in our Terms of Service. Event tickets are subject to the terms displayed at the time of booking and to the terms of the ticketing platform used.