Terms of service

1. Introduction and scope

These Terms of Service explain the conditions for using our website and outline the responsibilities of customers and our store.

These terms apply to all products and services offered through our website to customers in Australia.

By accessing our website, creating an account or placing an order, you acknowledge that you have read and understood these terms.

2. Customer accounts and responsibilities

Customers may need to create an account to access certain features of our website.

When creating an account, customers agree to provide accurate, complete and up-to-date information.

Customers are responsible for:

  • Keeping their account login details confidential and secure.

  • Ensuring that the information provided to us remains accurate.

  • All activities carried out through their account.

  • Contacting our customer support team if they suspect unauthorised access to their account.

Our store may suspend or close an account if it is used improperly, these terms are not followed, or account activity interferes with the security or normal operation of our website.

3. Products, availability and pricing

We aim to provide clear and accurate product descriptions, images and specifications on our website.

Minor differences in colour, size, texture or appearance may occur due to screen settings, lighting conditions or production variations.

All prices are displayed in Australian Dollars (AUD). Any taxes or additional charges payable will be shown during checkout before the order is completed.

Product availability may change without notice. If an ordered product becomes unavailable after payment, we will contact the customer and arrange a refund for the unavailable item.

4. Orders and payments

By submitting an order, customers agree to these Terms of Service.

Full payment is required when placing an order. Payments are processed through secure payment systems provided by our payment partners.

After successful payment, an order confirmation email will be sent to the email address provided at checkout.

Our store may cancel or decline an order if there is an obvious pricing or listing error, suspected fraudulent activity, payment failure or a technical issue that prevents the order from being processed correctly. If payment has already been received for a cancelled order, a refund will be arranged.

5. Delivery and shipping

After payment is completed, orders are generally processed within 4 business days.

Order processing cut-off time: 4:30 PM, Monday to Friday.

  • Orders placed before 4:30 PM on a business day will begin processing on the same business day.

  • Orders placed after 4:30 PM will begin processing on the next business day.

  • Orders placed on weekends or public holidays will begin processing on the next business day.

After dispatch, standard delivery is estimated to take 7–11 business days.

For further information, please visit our Shipping Policy.

6. Order cancellation

Customers may request cancellation within 24 hours of placing an order, provided the parcel has not already been dispatched or collected by the logistics provider.

  • Cancellation requests received within this period will be reviewed and processed as soon as possible if the order has not entered the dispatch stage.

  • Once the parcel has been dispatched or collected by the carrier, the order can no longer be cancelled.

  • Customers who receive an order that can no longer be cancelled may submit a return request in accordance with our Return and Refund Policy.

For further information, please visit our Order Cancellation Policy.

7. Returns and refunds

Customers may request a return within 30 days of receiving their order.

Returned products must meet the following conditions:

  • Be unused and in their original condition.

  • Include the original packaging, accessories and instructions supplied with the product.

  • Be accompanied by the order details so that the purchase can be identified.

A return shipping label will be included in the parcel. Customers can use this label when sending an eligible return.

Return shipping costs are handled as follows:

  • For change-of-mind returns, the customer is responsible for the return shipping cost.

  • If an item arrives damaged, has a manufacturing fault or is different from the item ordered, our store will cover the return shipping cost.

We do not offer direct exchanges for the following reasons:

  • Stock availability: The requested replacement item may be out of stock.

  • Product variations: Minor differences in colour, style or appearance may occur between production batches.

  • Clearer processing: Returns and refunds are handled separately from new orders, making the process easier to manage and ensuring accurate payment records.

Customers can return the original item for a refund and place a new order once the refund has been confirmed.

Once the returned product has been received and inspected, approved refunds will generally be processed within 2–5 business days.

  • Refunds will be issued to the original payment method.

  • The time required for the funds to appear in the customer's account may vary depending on the payment provider or financial institution.

For further information, please visit our Refund Policy.

8. Privacy and personal information

We collect and use personal information to provide our services and manage customer orders.

Personal information may be used for:

  • Order processing and management.

  • Product delivery and fulfilment.

  • Customer support and returns handling.

  • Website operation, maintenance and security.

We take reasonable steps to protect customer information and do not sell customers' personal information to third parties.

9. Customer enquiries and dispute handling

If a customer has a concern about an order, product or service, we encourage them to contact our customer support team first.

We will review the matter and make reasonable efforts to reach a fair and practical resolution through communication with the customer.

If the matter cannot be resolved directly, customers may seek assistance through the appropriate customer support or dispute resolution channels in Australia.

10. Contact and customer support

For enquiries about orders, products, services or these Terms of Service, please contact our customer support team:

Email: admin@momonnihaus.com
Phone: +81 (801) 925 94 60
Address: GREEN TERRACE 201, 2073-3 TAKAO-MACHI, HACHIOJI-SHI, TOKYO 193-0844, JAPAN
Business Hours: Monday to Friday, 9:30 AM – 4:30 PM
Service Area: Australia