If your product is faulty, damaged, or does not meet a consumer guarantee under New Zealand law, please contact Moon & Moss as soon as possible with your order details and photos of the issue. Please contact us before returning any product. Returns sent without prior approval may be refused or returned to the sender.

Where required under the Consumer Guarantees Act, we will provide an appropriate remedy, which may include repair, replacement, or refund depending on the circumstances.

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Change‑of‑mind returns are not guaranteed and may be declined. This includes (but is not limited to):

• custom or made‑to‑order items

• personalised items

• clearance or sale items

• products that have been used, installed, damaged, or modified

• items not in original condition or packaging

 

If a change‑of‑mind return is approved, the item must be:

• unused

• undamaged

• in original condition

• packaged securely for safe return shipping

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Return shipping costs are the responsibility of the customer unless otherwise agreed in writing.

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Refunds are provided where required under NZ consumer law or where we agree in writing.

• Refunds for change‑of‑mind purchases are not guaranteed

• Refunds are processed after the returned item has been received and inspected

• Shipping costs are generally non‑refundable, except where required by law or agreed otherwise

• Approved refunds will be issued to the original payment method.

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Exchanges may be offered at our discretion, subject to product availability and the condition of the returned item.

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If you believe your product is faulty, please contact us with:

• your order number

• a description of the issue

• clear photos or video where possible

 

We will assess the issue in line with the CGA and provide the appropriate remedy.

This warranty does not cover:

• damage caused by incorrect installation

• use with unsuitable bulbs or heat sources

• exposure to moisture, heat, or inappropriate environments

• accidental damage, misuse, or modification

• normal wear and tear

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Customers are responsible for ensuring returned items are securely packaged. We are not responsible for damage caused during return transit.

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Custom and made-to-order: these items are created specifically for you and are not eligible for change‑of‑mind returns, refunds, or exchanges unless required by law.