If a product you have purchased from Molto is faulty, damaged (excluding damage caused by misuse), wrongly described or breaches a consumer guarantee, we will cheerfully refund your money, exchange or, where possible, repair the product.
For some high value products, Molto reserves the right to have the product assessed for acceptable quality prior to discussing a suitable remedy with you. For products that cannot be assessed in store, we will arrange for the product to be sent to the manufacturer (or relevant repair agent) for assessment. It may be more convenient for you to liaise with the manufacturer directly (which may be more time efficient). You certainly have that option. Our Customer Care Team is happy to provide you with their relevant contact details to assist you.
To make a claim under our faulty returns policy, please contact:
for online or instore purchases: your nearest Molto store or our Customer Care Team at the bottom of this page
for direct from Supplier purchases: our Customer Care Team through the bottom of this page, to organise the faulty product to be returned.
We will ask you for a valid proof of purchase when returning a faulty product. Some examples of acceptable proof of purchase are your original receipt, tax invoice, a credit card statement clearly showing your purchase at Molto. If your purchase incurred a delivery fee, then we will also cover the cost of delivery for the return.
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.
In respect to any other services Molto provides, our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage.
If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.
Change of Mind Return
Molto happily gives you a refund or an exchange if you have changed your mind on a purchase, provided that the product is:
- returned within 90 days after it has been purchased;
- not opened or damaged, and in a re-saleable condition;
- within its use by or best before date; and
- still in its original packaging (eg. when the product was sold in a carton, the carton must be unopened).
- not chilled beer or cider.
Please also bring your proof of purchase (for instance your original receipt, tax invoice or a credit card statement clearly showing your purchase at Molto) with you when returning a product under the change of mind policy. Please note that the delivery fee incurred will not be refunded if a purchase is returned as part of the change of mind policy.
How to Return or Exchange?
The fastest way to obtain a return or replace your purchase is to visit your local Molto store where our team will be able to assist you immediately. If you are returning Direct from Supplier products or if visiting a store is not convenient for you, then please contact our Customer Care Team through the bottom of this page to discuss the available options.
In the event that your product has to be returned to our fulfillment centre, please allow 2-3 business days for your refund to be processed after the product has been received at the fulfilment centre.
If you find an advertised product out of stock during a promotional period, please ask our friendly team at your local Molto store whether we are able to offer you with a raincheck or offer you another acceptable alternative. Please note that rainchecks are not offered for online sales and for products that are clearly marked “limited stocks only” or “while stocks last”.
Direct from Supplier Returns
For Direct from Supplier returns, please contact our Customer Care Team through the bottom of this page. These returns cannot be made in Molto stores.