Refund policy

REFUNDS/EXCHANGES

Please do not return any goods without first contacting us to arrange a return.

We try to make returns as easy as possible for you. If you're not 100% happy with your purchase, we can offer you store credit or a refund on any full priced purchase within 14 days of purchasing. We can also offer an exchange, but we cannot guarantee that the product or size you're wanting will be available once your item is returned. 

If you do want to return an item for store credit/refund, please lodge your return by completing the following steps:  

• Login to your account 
  
• From your account page head to the 'Orders' tab
• Select the order that contains the item you're wanting to return 
• Select 'Request Return'
• Choose the item you're wanting to return & the reason along with a note stating whether you would like a refund or an exchange 

For your return to be accepted, the following conditions must be met: 

• Products must be unused/unworn/unwashed with original packaging and tags attached to be eligible for return.
• Products must not be in our 'final sale' or 'outlet sale' section
• Items purchased during flash sale events such as Black Friday are only eligible to be exchanged for another item or store credit
• Please note that all shipping costs are non-refundable and store credit/refund will not be issued for this portion of your order.
• Return requests must be placed within the 14 day window, with an extra 7 days after this to return the item to us. Any items received outside this window may be sent back to you at your own cost. 
  

Items that cannot be exchanged due to hygiene reasons include underwear, pacifiers, postpartum products, Silver nursing cups & lactation/breast care products. All food items are also strictly final sale unless faulty/damaged. 

All items purchased on sale are strictly final sale and cannot be returned or exchanged. Please see our sales policy. Please note that some items purchased with a discount or promotional code may also be ineligible for return or exchange. Please get in touch if you are unsure. 

CANCELLING YOUR ORDER

Providing your order has not been sent, we are happy to cancel if you change your mind. Please note that order cancellations will be processed minus any fees associated with Shopify or the use of Afterpay or Zippay. As we are charged fees from these platforms, we will only refund the total amount of your order, minus the fees on order cancellations. These can be up to 5-7% of your order total so please place orders carefully. 

EXCHANGE/RETURN PROCESS 

• If you are having any issues, please contact us at hello@momstore.co.nz - please do not message us via social media for returns requests 
• Return postage is at your expense & we suggest using tracked postage to ensure your parcel arrives to us, without this we cannot guarantee we will receive your return
• Once we receive your return, we will issue you a store credit, refund or we can process the exchange for you if the item is available [please note this will incur a new shipping charge at the applicable shipping rate, even if the item(s) was originally over the free shipping threshold]

Please do not return any goods without first contacting us to arrange a return.

DAMAGES/FAULTS

We will always strive to ensure your goods arrive to you in immaculate condition by using appropriate packaging for shipping. If your goods arrive and they are damaged or not in the expected condition, you agree to contact us within 3 days of receiving your goods and supply pictures of the damage/fault. We do offer refunds for defective goods, you must also notify us within 5 days of receiving your goods that they are faulty to arrange a refund or exchange. We will liaise with the company involved if your items are faulty, to ensure a replacement item is sent to you & we will work as quickly as possible to solve any issues. Please do not return any goods without first contacting us to arrange a return.

Please note, we do not cover items that have been damaged during the unboxing process. Please take the utmost care when opening your parcel and avoid using knives/scissors. All of our packages are able to be opened without the use of these due to the tearable bags & paper tapes used.