Returns and refunds

Here is how returns, refunds and cancellations work when you buy from Ms Moni.

Your rights under the Australian Consumer Law

Nothing on this page reduces your rights under the Australian Consumer Law. If something we sell you is faulty, is not as described, or does not do what we said it would do, you are entitled to a repair, replacement or refund. Where the problem is a major one, you choose whether you want a refund or a replacement. This applies to everything we sell, including the products listed as final sale below.

Change of mind

You have 30 days from the day your order is delivered to send a physical item back for a refund if you simply change your mind. The item needs to come back unused, in the condition it reached you in, and with its original packaging if it came with any.

You cover the return postage, and the shipping you paid on the original order is not refunded. We do not charge a restocking fee. Once the item is back with us and we have checked it, we refund the purchase price to the card or account you paid with.

If an item arrives back damaged or clearly used, we may refund only part of what you paid, or return it to you. We will contact you before doing either.

Products we cannot take back for change of mind

These are marked final sale at checkout:

• Personalised Videos. Each one is recorded for a single child using the name and details you supply, so it cannot be resold or reused.
• Printables and Music. These are digital files. Once the download has been sent, we cannot take it back.
• Learning Bundles. Everything in a bundle is digital. The printable activity and colouring sheets, the audiobook, the key word signing video library and the bedtime video all unlock as soon as you order, so there is nothing to send back.

Final sale means no change of mind returns and no cancellations. It does not remove your Australian Consumer Law rights. If a file will not open, a video has the wrong name in it, or a product is faulty, contact us and we will sort it out.

If something is wrong with your order

Get in touch as soon as you notice a problem with a physical item that arrived damaged, was the wrong product, or was missing from the parcel. Send us your order number and a photo where it helps. We cover the return postage on faulty items, and we will replace the item or refund you.

Digital products

If a download link has expired, a file will not open, a video will not play, or the email never arrived, let us know and we will get your access working again. If we cannot fix it, we refund you.

Personalised videos

If we have mispronounced a name, or the video does not match what you ordered, tell us within 7 days of delivery and we will re-record it at no cost to you. Once a video has been recorded for you, we cannot refund it for change of mind.

Cancelling an order

You can cancel an item any time before it is marked as fulfilled. Log into your account at msmoni.com or email us with your order number. Once the item is fulfilled, the change of mind rules above apply instead.

Printables, Music and Learning Bundles cannot be cancelled, because access is granted as soon as the order comes through.

How to start a return

1. Open your order confirmation email, or log into your account at msmoni.com.
2. Select the order, then the item you want to return.
3. Choose a reason and submit the request.
4. We will review it and email you the return address and instructions.

Please wait for your return to be approved before posting anything back. Parcels that arrive without an approved return are hard for us to match to an order.

Where to send returns

Ms Moni
Talking Toddler Pty Ltd
PO Box 528
Wellers Hill
QLD 4121
Australia

We recommend a tracked service. Until a return reaches us, it is your responsibility.

When you get your money back

Refunds are processed within 2 business days of your return arriving and being checked. Your bank or card issuer usually takes another 3 to 10 business days to show it on your statement.

Questions

Email hi@msmoni.com with your order number and we will help.