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 with us we will refund for either part of the order or for the entire order.
All refunds will be made the same way as the original payment method was made in favour of the person or entity on the original transaction.
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. On occasion however, goods that are displayed on our website may not be available. If this occurs, we will contact you and offer you a part dispatch for the balance of your order that is available or issue you with a refund for that part of the order that cannot be supplied.
Your order is delivered to you by an independent courier company. We have conducted business with these companies over many years as have many companies throughout New Zealand, and we are confident that this method of delivery is the most safe, efficient and economical method of transporting your goods to you. The courier companies that we use pride themselves on a very high level of service and performance.
We highly recommend that you choose a delivery address, where during the main course of the day someone is present to accept your delivery. Your workplace is the ideal delivery point. We can send goods to your PO Box, but we prefer to send goods to a physical address.
The courier companies cannot guarantee a delivery date or time due to the high volume of their deliveries, however, the majority of deliveries are between 9:00 am and 5:00 pm Monday – Friday. Goods usually take between 1-4 working days to reach you. Rural delivery addresses can take up to 4 days longer.
If no one is present when we attempt delivery we will either leave your order in a safe place or leave a calling card and attempt the delivery the following day.
Incorrect Goods Supplied
If we supply you with an incorrect product, we will supply you with the correct product once the incorrect product has been returned. In the event of a wrong product being supplied, you must contact us within 48 hours of receiving your goods. The freight cost incurred will be paid by MOOSE.
Products Damaged in Transit
All orders from our website will be delivered by independent courier companies. These couriers will use their best endeavours to supply you with the product you have ordered in good condition. If goods are damaged in transit, you will need to contact us within 48 hours of receiving your goods by e-mail. We will supply you with a replacement product once the damaged product has been returned. The freight cost incurred will be paid by MOOSE.
Products Lost in Transit
All orders from our website will be delivered by independent courier companies. These couriers will use their best endeavours to deliver you products within 7 days of dispatch. If after 7 days from your purchase date your order has not been delivered, you will need to contact us by e-mail. We will immediately thereafter commence an “official consignment note trace” with the courier company concerned. If after 10 days from the date of your notification to us the goods cannot be located, we will supply you with a replacement product.
MOOSE takes pride in supplying quality products. If goods are found to be faulty, as a result in a manufacturing defect, you must contact us within 7 days of delivery. We will endeavour to fix the fault. If we are unable to fix the fault, we will provide a replacement (once the product has been returned). If a replacement is not available we will provide a full refund.
At MOOSE we endeavour to provide you with as much detail as possible, including measurements and photographs to help you make buying decisions. If however, you purchase a non-sale item and change your mind, please contact firstname.lastname@example.org within 4 working days (from date of delivery) with a request for credit. The cost of shipping to return the product to MOOSE is at the customer's cost. Costs incurred for shipping the product to the customer will be deducted from the credit amount (including items shipped under 'free shipping'). Before a credit is offered, the product must be returned in it's original condition, unused, with all parts and packaging in undamaged condition with receipt of purchase. No returns are allowed on any SALE ITEMS.
All warranties are manufacturer’s warranties. Manufacturers are entitled to attempt to repair a product before offering an exchange or refund. A MOOSE receipt is required for proof of purchase. Warranty periods are as stated for individual items. The Manufacturer’s warranty begins from the date of invoice. Cost of freight for the returned product for repair, will be your responsibility. If the product is found to be faulty due to a manufacturing fault, MOOSE will reimburse the cost of freight for the faulty product.
Our company name is MOOSE trading as MooseBaby New Zealand Ltd.
Physical address: 7a Lincoln Tai Tapu Road, Tai Tapu, Christchurch 7672
Postal address: PO Box 233, Tai Tapu, Christchurch 7645
Tele: +643 329-6790 Urgent Calls: 021 190 5564