Refund policy
30-day change-of-mind returns
We offer a 30-day return window from the date you receive your order, on the following conditions:
- The product is unopened and in its original packaging.
- All seals are intact (the eye-protection patches and accessories must be unused).
- You email info@mokofomo.com within the 30-day window to request a return authorisation.
You are responsible for the cost of return shipping. We strongly recommend using a trackable service, as we can't refund items that don't arrive back to us.
Once we receive and inspect your returned item, we'll process your refund to the original payment method within 5 to 10 business days.
Hygiene exception
For health and safety reasons, opened mask units cannot be returned for change of mind. This includes any unit where the seal has been broken, the silicone face panel has been worn, or the eye-protection patches have been opened.
This does not affect your rights under Australian Consumer Law if the product is faulty (see Warranty).
Faulty products and warranty
Every Redermis mask is covered by a 12-month manufacturer warranty against defects in materials and workmanship under normal use. For warranty claims, email info@mokofomo.com with your order number, a description of the fault, and photos or a short video showing the issue. We'll respond within 3 business days and arrange repair, replacement, or refund as appropriate.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the product repaired or replaced if the product fails to be of acceptable quality and the failure does not amount to a major failure. These statutory rights apply regardless of any return window or warranty period stated above.