Refund policy

Returns Policy

Damaged or Faulty Items If your item is damaged or faulty, we’re here to help. Contact us within 30 days of receiving your order. Complete the Returns Form below and email photos of the issue to webstore@moanaroad.co.nz. We will assess your request. If eligible: New Zealand customers: You can choose a replacement (if in stock) or refund. No return required. International customers: We will issue a full refund (item price + original shipping paid by you). No return or replacement required due to high international postage costs. Replacements (NZ only) are processed within 7 working days, depending on stock.

Important: If your product was not purchased via this website, please contact the original retailer for any returns or queries.

Change of Mind Returns If you’ve simply changed your mind or ordered the wrong item, you may return it under the following conditions: Return within 30 days of receiving your order (New Zealand customers only). Return shipping is at your cost, and must be sent via tracked and insured courier.

The product must: Be unused and in original condition. Have all tags and original packaging intact. Be packed in protective courier packaging (e.g. a courier bag) to avoid damage.

Note: • Discounted or sale items are final sale and not eligible for return or exchange. • Returns that arrive without the order number or customer name may incur an admin fee or delay.

EU Customers - 14-Day Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.

The withdrawal period expires 14 days from the day you (or a third party you nominate) receive the goods.

To exercise your right of withdrawal, you must notify us before the 14-day period expires. You can do this using the withdrawal form available on our website - click the "Withdraw from contract here" link in the footer of any page. You do not need to be logged in or have an account.

What happens after you withdraw

We will reimburse all payments received from you, including the original delivery costs (except where you chose a delivery method other than our standard option), without undue delay and no later than 14 days from the date we receive your withdrawal request. We will process the refund using the same payment method you used for the original transaction.

You will be responsible for the direct cost of returning the goods. Goods must be returned to us without undue delay and no later than 14 days from the date you notify us of your withdrawal.

Exceptions

The right of withdrawal does not apply to:

• Goods made to your specifications or clearly personalised
• Goods that are liable to deteriorate or expire rapidly
• Sealed goods which are not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery
  
  

Refunds • Refunds (if applicable) are processed within 14 business days after approval. • Original shipping costs are non-refundable unless the product was faulty (international faulty refunds include original shipping).

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