Refund & Return Policy
Last updated: September 2026
We want you to be happy with your Art Of Moxa products.
Our return policy differs between Australian and international orders.
Australian orders
For Australian customers, we offer a 10-day return period for reasonable return and refund requests.
Please contact us within 10 days of delivery if you would like to request a return.
Where possible, products should be returned:
unused and unlit;
undamaged; and
in their original packaging.
For change-of-mind returns, return postage is generally the customer's responsibility.
Because moxa products involve hygiene and safety considerations, we may not accept change-of-mind returns of products that have been used, burned, damaged or otherwise cannot reasonably be resold.
Faulty, damaged or incorrect products
If you receive a product that is faulty, damaged, defective or different from what you ordered, please contact us as soon as possible.
Please include your order number and photographs where appropriate.
Depending on the circumstances, we may offer a repair, replacement or refund.
International orders
International orders are final sale for change-of-mind purposes. We do not ordinarily accept international returns or refunds simply because you have changed your mind, ordered the wrong product or no longer require the product.
However, this does not exclude any consumer rights or remedies that cannot legally be excluded in your jurisdiction.
If you receive a faulty, damaged or incorrect product, please contact us promptly so that we can assess the situation.
International orders — unpaid duties and taxes
For international orders, the customer is responsible for paying any customs duties, import taxes, VAT, GST or other charges imposed by the destination country.
If a parcel is held by customs or the local delivery authority because the recipient does not pay the required duties, taxes or other import charges, the customer remains responsible for the consequences of the unpaid charges.
If the parcel is subsequently returned to Art Of Moxa, any original shipping costs, return shipping costs, customs-related charges and reasonable administrative costs incurred by Art Of Moxa in connection with the return will not be refundable and may be deducted from any refund otherwise available.
If the parcel is abandoned, destroyed, confiscated or otherwise disposed of by customs or another authority because the required duties, taxes or import charges were not paid by the recipient, the purchase price of the products will not be refundable.
We strongly recommend that international customers check their country's import requirements and any applicable duties and taxes before placing an order.
Nothing in this policy is intended to exclude, restrict or modify any consumer right, guarantee or remedy that cannot legally be excluded or limited under applicable law.
How to contact us
Please contact us via the Contact page, or email:
Please include your name, order number, product name and the reason for your request.
Important: Please do not send anything back until we have provided return instructions.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy is intended to exclude, restrict or modify those rights.