Refund policy

Return Policy

We want you to be completely satisfied with your purchase from MoveinBoxes. If you need to return an item, please review the following guidelines to ensure a smooth and hassle-free return process.

Change of Mind Returns:

We may accept change of mind returns at our discretion, provided the items are unused, undamaged, in their original condition and suitable for resale.

Change of mind returns are not available for used items, damaged items, custom/special-order items, clearance items, or items that are no longer in saleable condition.

The customer is responsible for all delivery, return collection and handling costs associated with a change of mind return.

If your original order received free or discounted delivery and the order is later returned or reduced below the free delivery threshold, the standard delivery fee that would have applied to the original order may be deducted from your refund.

If you require MoveinBoxes to collect the returned items, a return collection fee will also apply. For standard local Brisbane returns, this is generally equal to the standard local delivery fee. For areas outside our standard local delivery zone, or where a special trip, larger vehicle or additional handling is required, the return collection fee will be quoted before collection.

A restocking and handling fee of 10% of the returned item value, with a minimum fee of $25, may also be deducted from change of mind refunds. This covers administration, inspection, handling and returning items to saleable stock.

Any refund will be processed only after the returned items have been received and inspected.

This change-of-mind policy does not limit your rights under Australian Consumer Law. If an item is faulty, incorrectly supplied, not as described, or otherwise fails to meet a consumer guarantee, we will provide a remedy in accordance with Australian Consumer Law.

Return Conditions:

All returned items must be in their original, undamaged, and flat-packed condition (for boxes) with all components included.
Items other than boxes must be returned in their original packaging (Boxes can be returned individually). We cannot accept returns for partially used items like packing paper, tape, or opened furniture/mattress covers.
It will be at MoveinBoxes' discretion to determine if an item is suitable for return.

Timeframe for Returns:

All returns must take place within 30 days of the order being placed unless pre-arranged with MoveinBoxes and confirmed in writing/email.

Damages and issues:

We have a 7-day defective return policy, which means you have 7 days after receiving your item to request a return.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

As required under Australian Consumer Law, we offer returns for faulty or significantly damaged items or items sent which are the wrong item, size or significantly different from the description of item that you ordered. Please note that from time to time, our products may vary slightly from the images on our website due to changes in suppliers, product lines etc. however we will endeavour to contact you prior to shipment to confirm any significant changes and offer you a refund if unable to provide the item ordered. To be eligible for a return of items due to the considerations described above, you need to contact MoveinBoxes at info@moveinboxes.com.au within 7 calendar days of the arrival of your items and must provide images of the damage or defect as soon as reasonably possible to do so.

Please note that due to the nature of the items, MoveinBoxes may from time to time have low or no stock of certain items on hand which may lead to longer lead times for receiving your items. If we are unable to deliver your items within a reasonable timeframe we will contact you to discuss your options including alternative products, expected wait times, partial deliveries or refunds where appropriate.

Exceptions:

Please note that certain items cannot be returned, including:

Perishable goods (such as food, flowers, or plants).
Custom products (such as special orders or personalized items).
Personal care goods (such as beauty products).
Hazardous materials, flammable liquids, or gases.

We also do not accept returns on sale items or gift cards.

Refunds:

Once we receive and inspect your return, we will notify you of the approval status for your refund. If your return is approved, you will be automatically refunded on your original payment method or we may contact you for alternate payment details. Please keep in mind that it may take some time for your bank or credit card company to process and post the refund.

In the case of products that are part of a package (e.g., Moving Value Pack), we will refund the effective discounted price of the product and not the individual product rate.

For any return-related inquiries or to initiate a return, please contact us at info@moveinboxes.com.au.