RETURNS POLICY

SECTION 1 - HOMEWARES 

 

Homewares may be returned to us for exchange or store credit within seven days of purchase, provided all of the following conditions are met: 

  1. The item(s) must be returned in a resealable condition (i.e. unused and in the same condition you received it). 

  2. Goods are returned at your own expense to the location they were originally purchased from. 

  3. We also require proof of purchase in the form of receipt or order number. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If your return is approved, then we will issue you with the option of either an exchange or store credit. 

Please choose carefully, as we cannot accept returns for non-standard merchandise, including damaged or discontinued items sold at reduced prices, made-to-order and non-standard-stock items. 

Exchanges or credit notes will be for the original purchase price of the item only - shipping, handling and insurance costs are non-refundable and are at the customer's expense. 

For items you believe to be faulty, please get in touch with us ASAP at hello@moodstore.co.nz where we will find a solution for you. In this email we will need your order number and for you to clearly state what is faulty with the product, any photos will help too. 

 

If the item has been damaged during transit, we will work with you and the courier company to find a resolution. Please get in touch with us within 7 days of delivery by email (hello@moodstore.co.nz). 

SECTION 2 - FURNITURE

We recognise the importance of complete customer satisfaction. However, all our furniture is made to order and begin production immediately upon payment received and are built to your specifications. They cannot be cancelled, changed, returned or refunded at any time. We do not take any responsibility and are unable to provide a refund if the furniture does not fit your space or it you change your mind, so please choose carefully. 

If on the rare occasion that the product is faulty (as defined in the Consumer Goods Act 1993), we will work with you on finding a resolution, i.e. repair of the item. Please get in touch with us ASAP at hello@moodstore.co.nz where we will find a solution for you. In this email we will need your order number and for you to clearly state what is faulty with the product, any photos will help too. 

 

If the item has been damaged during transit, we will work with you and the courier company to find a resolution. Please get in touch with us within 7 days of delivery by email (hello@moodstore.co.nz). 

SECTION 3 - OUR TRUSTED GUARANTEE 

Every Furniture order comes with a trusted 5 year guarantee unless otherwise stated. The warranty starts from the day you receive your product and we warrant our product to be free from defective materials or workmanship for the length of the warranty period. The warranty is not transferable and only covers the original purchaser. Products must be purchased from an authorised store and you must hold the original store receipt (proof of purchase) to claim under warranty. The warranty is for home use only, goods used in a commercial environment will render the warranty void. Mood reserves the right to repair or replace any product that falls under the normal warranty conditions. Mood also reserves the right to refuse any warranty claim if under inspection the product failure is due to causes other than defective workmanship or materials that fall outside the normal warranty conditions. We will meet all our obligations regarding warranties as set out in the Consumer Guarantees Act.