Mooch

Here at Mooch, we strive to make your experience with us fun, simple and easy! We're a proudly Kiwi-owned business shipping directly from our Queenstown stores each day.

We aim to be as efficient at packing and shipping orders as possible. For orders placed prior to 9am we aim to pack and dispatch the same business day. Orders placed after 9am will be packed and dispatched the same or following business day.

Courier Partners: New Zealand Post Courier, PBT (larger items).

Delivery Timeframe: 1-4 business days

SHIPPING DELAYS:

Occasionally due to circumstances outside our control, delivery delays may occur.

If you believe there has been an issue with your delivery, please contact us within 14 days of receiving your Shipping Confirmation email, so we can launch an investigation with our couriers on your behalf. To avoid any preventable delays, please ensure you double-check your order details, including your full delivery address, prior to placing your order at checkout.

CHANGE OF MIND:

We will happily provide a refund subject to the following conditions:

• The products being returned are in sealed, unused and re-sellable condition
• The request for return is within 30 days from the date of delivery
• Any return postage is to be covered by the customer

All returns will be carefully inspected by our staff upon receipt into our warehouse to ensure the above conditions are met, prior to approving an online refund. It is an expectation that our customers advise us of any issues relating to their order prior to returning the product to us for consideration. Any returns deemed non-complaint with the above conditions will consequently not be eligible for a refund, the product will be considered abandoned and we will dispose of it. Please note: we are currently unable to process any exchanges via post.

FAULTY PRODUCTS:

Defective items include (but are not limited to):

• Broken parts
• Missing parts
• Manufacturing inconsistencies
• Damage sustained during delivery

If you have received an item you believe to be damaged or defective, please us within 30 days of the date of delivery, providing photographic evidence of the defect or damage, including the state of packaging, where applicable.

If we determine the product you have received is indeed faulty, you will be entitled to one of the following remedies:

• A replacement of the faulty part (including postage paid by us, where applicable)
• A replacement of the entire faulty product (including postage paid by us, where applicable)
• A full refund of the purchase price for the affected product (including postage, where applicable).

We will always work with you to fully understand the extent of your inquiry and to deliver an appropriate and satisfactory resolution for you.

RECEIVING INCORRECT OR ADDITIONAL PRODUCTS:

In rare cases, you may find you have received an incorrect or additional item in your delivery. If this occurs, please contact us as soon as possible, providing:

• Details of the issue encountered
• Photographic evidence of the products received.

We will assess and work with you to resolve any such issues in a timely and efficient manner.

ORDER CANCELLATIONS OR AMENDMENTS:

We offer the option (but cannot guarantee) to either cancel or amend an order placed, subject to the following cut-off times, in-line with maintaining our dispatch guarantees:

ORDER PLACED BEFORE 9am - NOTIFY BEFORE 10am THE SAME BUSINESS DAY ORDER PLACED AFTER 9am - NOTIFY WITHIN 2 HOURS

Please contact us urgently, including the following information:

• Your specific amendment request – including a full and correct address and/or any additional product names, or
• Your specific cancellation request

Any requests made outside these cut-off times will be unable to be accommodated and will be subject to our Change of Mind Return Conditions, above.

RETURN TO SENDER:

If an order is returned to our warehouse due to an error on part of the customer, including (but not limited to):

• Failure to collect from Post Office or Drop Location within courier hold timeframe,
• Providing incorrect or incomplete delivery address at checkout,
• Refusing any applicable customs fees, the order will be refunded and re-stocked into our warehouse inventory, less any additional shipping costs that we have incurred.