Return & Refund Policy

Refunds for unavailable goods

In the event of products not being available for supply to you after your order has been placed, we will refund either part of the order or the entire order. All refunds will be made via the original payment method.

Availability of Products

All products on our website are supplied subject to availability. We will use our best endeavours to supply you with the product ordered. If a product is unavailable, we will contact you and offer a part dispatch or a refund for that part of the order.

Delivery Procedure

Your order is delivered by an independent courier company. We recommend that you choose a delivery address where someone is present during the day. We can send small parcels to a PO Box but prefer a physical address for larger items.

Couriers cannot guarantee a delivery date or time, however most deliveries are between 9:00am and 5:00pm Monday to Friday. If no one is present at delivery we will either leave your order in a safe place or leave a calling card.

Incorrect Goods Supplied

If we supply you with an incorrect product, we will supply the correct product once the incorrect product has been returned. You must contact us within 48 hours of receiving your goods. Freight costs will be covered by Moosebaby.

Products Damaged in Transit

If goods are damaged in transit, contact us within 48 hours of receiving your goods by email. We will supply a replacement once the damaged product has been returned. Freight costs will be covered by Moosebaby.

Products Lost in Transit

If after 7 days from your purchase date your order has not been delivered, contact us by email. We will commence a trace with the courier company. If after 10 days from your notification the goods cannot be located, we will supply a replacement.

Faulty Products

If goods are found to be faulty as a result of a manufacturing defect, contact us within 7 days of delivery. We will endeavour to fix the fault. If we cannot, we will provide a replacement or, if unavailable, a full refund.

Change-of-Mind Policy

If you purchase a non-sale item and change your mind, please contact headmoose@moosebaby.co.nz within 4 working days of delivery with a request for credit. The cost of returning the product is at your expense. Shipping costs incurred to deliver the product to you will be deducted from the credit amount, including items shipped under free shipping. Before a credit is offered, the product must be returned unused, in its original condition, with all parts and packaging undamaged. No returns are allowed on any sale items.

Warranty

All warranties are manufacturer's warranties. A Moosebaby receipt is required as proof of purchase. Warranty periods are as stated for individual items and begin from the date of invoice. Return freight costs are your responsibility. If the product is found to be faulty due to a manufacturing defect, Moosebaby will reimburse the return freight cost.

Company Details

Our company name is Moosebaby.
Physical address: 1/97A Sawyers Arms Road, Papanui, Christchurch
Phone: 021 190 5564
Email: headmoose@moosebaby.co.nz