Returns & Exchanges Policy

Returns Policy

We have a 30-day return policy for most goods purchased from Moby Wrap NZ. This policy enables you to change your mind for any reason within 30 days from the date of delivery and request a refund, store credit, or exchange.

This is provided that the item is in its original condition – unused and with the packaging intact for resale. If these conditions are not met, as determined by us, unfortunately we cannot provide a refund or exchange. 

Non-refundable items

  • Unfortunately, clearance items (marked 'Clearance') cannot be refunded, except in the instance of obligations under the Consumer Guarantees Act. Only full priced items or items on regular sales may be refunded. 
  • Gift cards are non-refundable.

Returns Process

To begin the returns process, please find your original order confirmation email from us and reply with the following details:

- Reason for the return
- Images of the item / in the packaging to confirm the condition

  • We will then review your claim, in accordance with the Consumer Guarantees Act, and may provisionally approve the return of the item.
  • Please do not send your item back to us without provisional approval, as we reserve the right to decline the return, without sending the items back to you.
  • No item should be sent to the manufacturer, as they do not deal with customer returns.
  • Please note that for returns relating to a change of mind (of any variation), you will be responsible for covering your own shipping costs.

Provisionally approved returns

  • If we provisionally approve the return of the item, we will provide you with our address to send the item to. Please put your name, address, and order number on the back of the package for our reference.

Declined returns

  • If we do not approve the return of the item, we will let you know the reason why it did not fulfil our returns criteria (bolded above) and will seek to resolve this with you.
  • If we receive a returned item which was provisionally approved and we then determine that it does not meet our returns criteria, we reserve the right to decline the return. In this instance, we will post your item back to you and explain via email the reason we could not accept the return.

Accepted returns

  • For accepted returns, you may request one of the following:

- A refund to the original method of payment
- A store credit
- An exchange for an alternative item (balancing any difference in price)

Please see the refund policy below, and the shipping costs policy further down, for more details.

Return of an incorrectly supplied item

If we have sent you the wrong item(s) by mistake, please find your original order confirmation email and reply to us with the following details:

- Details or photo of incorrectly supplied item and packing slip
- Details of missing item from your order (if applicable)

We will then send out your correct order and work in with you on how we can retrieve the incorrectly supplied item from you, at our cost. This will be either by sending you an addressed, prepaid courier bag or by arranging a courier pick up at a time convenient for you. 

Faulty goods 

Faulty on arrival

If your item has a fault when you first receive it, please find your original order confirmation email and reply to us with the following details, as soon as possible:

- An explanation of the fault
- Images or video of the item to demonstrate the fault

  • We will then review your claim, and if approved, we will send you our address to return the faulty goods to (if applicable*). We will cover the postage costs for the return of the product, either by sending an addressed, prepaid courier bag or by arranging a courier pick up for you.
  • *In some instances, where it is not worth returning the faulty item, we may ask you to dispose of it, and we will send out a replacement immediately. In other instances, we may offer you the choice to instead receive a partial refund on the item, as a discount to compensate for the fault.
  • As we review your faulty goods claim, we may also find that the issue could be due to user error, and if so, we will work this through with you.
  • In most cases, we will wait till we have received the faulty item before we send you the replacement item or process the refund. This is at our discretion.
  • Please note: Except for items covered by a warranty guarantee, it is very important that you make immediate contact with us if the item has been delivered to you in a faulty or marked condition, as this helps to verify that it is not a result of consumer use. Please check your items thoroughly upon delivery.

Faulty during warranty period 

For faults that occur during the warranty period, please find your original order confirmation email and reply to us with the following details:

- An explanation of the fault
- Images or video of the item to demonstrate the fault

We will then review your claim, and if approved, you may request one of the following:

- A replacement of the faulty item (if in stock)
- An exchange for an alternative item (balancing any difference in price)
- A refund to the original method of payment
- A store credit

Please see the refund policy below for more information.

Faulty outside of warranty period

We are not obligated to provide a refund or exchange for items that encounter faults outside of the warranty period. However, if applicable, we may be able to help source replacement parts, provided at a cost (shipping additional). Please get in touch with us about your needs through our contact page.

Refund Policy

If your returned item has been received and approved by us, we will send you an email to notify you that we have accepted the return, also confirming the refund value you qualify for.

You may then request one of the following:

- A refund to the original method of payment
- A store credit
- An exchange for an alternative item (balancing any difference in price)

This is usually processed and deposited into your account within two to three working days, but please allow up to seven working days.

See our shipping costs policy below for more information on what deductions may apply to your refund.

Partial Refund

There are certain situations where only partial refunds may apply:

  • Any item not in its original condition, or with damage or missing parts, for reasons not due to our error.
  • Any item, which due to our error, is not in its original condition (has minor damage or non-essential missing parts), but where the customer would prefer a discount on the item (partial refund), rather than to send it back for a replacement. 
  • Any item that is returned more than 30 days after delivery. This is only at our discretion.

Late or missing refunds (if applicable)

  • If you haven’t received a refund by the fourth working day, please first check your bank account again. 
  • Then contact your credit card company; it may take some time before your refund is officially deposited back to you. 
  • Next, contact your bank. There is often some processing time before a refund is deposited. 
  • If you’ve done all of this and you still have not received your refund, please contact us through our email conversation pertaining to the return. 

Exchanges

If you would like to exchange an item for a different item, you can do this under our 30-day returns policy if it meets those criteria.

  • If your original item is a higher price than the replacement item, we will refund you the difference upon receiving your returned item. If the replacement item is a higher price, we will invoice you the difference and await payment before sending the replacement item to you. 
  • Please note: In any case, you will have to wait until your item has been shipped back to us before we can ship you the replacement item. Due to this, some customers prefer, instead, to make an additional order for the replacement item they are wanting, so that it can be sent out to them immediately. Then they follow the returns process for the item they wish to return.  
  • For exchanges that relate to faulty items, please see the Faulty Goods section above. For information on shipping costs for exchanged items, please see the following section. 

Shipping Costs Policy

  • For returns or exchanges that are due to a change of mind, you will be responsible for paying for your own shipping costs to return the item to us. 
  • Shipping costs from the original purchase are also non-refundable.
  • Furthermore, any shipping costs which were free as part of a promotional offer will be deducted from the refunded amount. An exception to this is orders of multiple items, where the value of the non-returned items still qualifies for the free shipping offer. 
  • For exchanges, you will be charged for the shipping costs of sending the replacement item to you. If shipping was free for the original item, only the second shipping costs will be charged to you, not both. 
  • Depending on where you live, the time it may take for your exchanged product to reach you may vary.
  • We strongly advise, when shipping returned goods back to us, that you keep your receipt with the tracking details, so that you can follow up with your courier provider if your package does not reach us. We do not guarantee that we will receive your returned item, and we are not liable for any item which has no evidence of arriving at our premises. 

Disclaimer

For any context not outlined in this policy, we reserve the right to make decisions around returns at our own discretion, in accordance with the Consumer Guarantees Act.