Effective date: 2/11/2026
Our returns policy in a nutshell
- We don’t accept returns or exchanges for a change of mind, so please choose carefully and check our size guides before you order.
- If something is faulty, not as described, not fit for purpose, the wrong item, or damaged when it arrives, we’ll put it right with a repair, replacement or refund.
- We pay the return shipping for faulty, damaged or wrong items.
- If your order arrives damaged or wrong, please email us within 48 hours with photos (but get in touch even if it’s later).
- This doesn’t affect your rights under the Consumer Guarantees Act.
Kia ora! We hand-pick every piece at The Moody Bohotique and pack each order with care. If something isn’t right with your order, we want to make it right. This policy explains how returns and refunds work. It forms part of our Terms and Conditions of Sale and Website Use (see clauses 11, 12 and 13).
1. Your rights under the Consumer Guarantees Act
1.1 Everything we sell comes with guarantees under the Consumer Guarantees Act 1993 (CGA). These rights are never limited by this policy. Among other things, your items must be:
- of acceptable quality – free from faults, safe and reasonably durable;
- as described – matching the description and photos on our website (allowing for the small colour and finish variations explained in section 5 below);
- fit for purpose – including any particular purpose you told us about before you bought the item; and
- delivered within a reasonable time.
1.2 If an item doesn’t meet these guarantees, here’s what happens:
- Minor problem: if the problem can be fixed and isn’t serious, we’ll choose whether to repair it, replace it or refund you.
- Major problem: if the problem is serious (for example, the item is unsafe, or you wouldn’t have bought it if you’d known about the problem), you choose – a replacement or a full refund, or keep the item and get compensation for the drop in its value.
- You may also be entitled to compensation for other reasonably foreseeable loss caused by the problem.
1.3 There’s no fixed deadline for a CGA claim – it depends on what’s reasonable for that type of item and its price. Please contact us as soon as you notice a problem.
1.4 The CGA doesn’t cover damage caused by misuse, accidents, normal wear and tear, or not following care or safety instructions (such as our candle safety guidance), or a fault we told you about before you bought the item.
2. Damaged, wrong or missing items on arrival
2.1 We pack fragile pieces like candles and decor very carefully, but sometimes things happen in transit. If your order arrives damaged, has something missing, or you’ve received the wrong item:
- please email us at themoodybohotique@gmail.com within 48 hours of delivery if you can;
- include your order number and clear photos of the item, the packaging (inside and out) and the shipping label; and
- keep the item and packaging until we’ve sorted things out, as the carrier may need to see them.
2.2 The 48 hours simply helps us make a claim with NZ Post or our courier quickly. If you notice a problem later, please still contact us – it doesn’t limit your rights under the Consumer Guarantees Act.
2.3 We’ll send you a replacement or give you a refund (including the shipping for that item), and we’ll cover the cost of returning the item if we need it back.
2.4 If your tracking says your parcel was delivered but you can’t find it, let us know and we’ll investigate with the carrier.
3. Change of mind
3.1 We’re a small boutique with limited stock, so we don’t accept returns, refunds or exchanges if you change your mind. That includes ordering the wrong size, no longer wanting an item, or the colour being slightly different from how it looked on your screen.
3.2 Please take a moment before you order to check the product description, measurements and size guide, and email us if you have any questions – we’re always happy to help you choose.
3.3 This doesn’t affect your rights under the Consumer Guarantees Act. If an item is faulty, not as described, not fit for purpose, the wrong item, or damaged, sections 1 and 2 of this policy apply.
3.4 If an item is sent back to us for a change of mind, we’ll let you know and can post it back to you at your cost.
4. Earrings, intimate wear and other special items
4.1 Your Consumer Guarantees Act rights apply to everything we sell. That includes earrings and intimate wear, candles, tarot and oracle decks (opened or not), books, and sale, clearance or discounted items. If any of these items is faulty, not as described, or arrives damaged, we’ll put it right.
4.2 For hygiene reasons, please don’t wear earrings or intimate wear if you think they may be faulty – just contact us with photos. We may ask you to return them in a sealed bag.
4.3 If a candle doesn’t burn properly (for example, the wick won’t stay lit or tunnels badly when used as directed), please stop using it and send us photos. Please follow our candle safety guidance in clause 14 of our Terms.
5. Sizing and colour
5.1 Please check the size guide on each product page before ordering clothing and accessories. Sizes can vary between brands, so measurements are the best guide. If you’re unsure, email us and we’ll do our best to help.
5.2 Some product photos come from our suppliers, and colours can look slightly different depending on your screen and lighting. Natural materials and handmade finishes can also vary a little from piece to piece. These small variations are not a fault. But if an item is significantly different from its description or photos, it’s “not as described” and section 1 applies.
6. How to return an item
6.1 If your item is faulty, not as described, the wrong item or damaged, here’s what to do:
- Step 1: Email us at themoodybohotique@gmail.com with your order number, a short description of the problem and photos.
- Step 2: Wait for our reply. We’ll confirm the next steps and give you our returns address. Please don’t send anything back before we’ve replied, so it doesn’t go astray.
- Step 3: Pack the item securely, with your order number inside the parcel.
- Step 4: Post it within [7] days of our reply if you can, using the prepaid tracked return label we send you.
- Step 5: We’ll let you know when it arrives.
6.2 If the item is too large or fragile to post easily, let us know and we’ll arrange collection or another solution.
7. Inspection and refunds
7.1 When we receive your return, we’ll check it and confirm the outcome (repair, replacement or refund) by email, usually within [2–3] business days.
7.2 Approved refunds are made to your original payment method within [5–10] business days. Your bank may take a few extra days to show the refund in your account.
7.3 If you paid with Afterpay, your refund is processed through Afterpay. Afterpay will adjust or cancel your remaining instalments and refund any overpayment, in line with Afterpay’s terms.
8. Exchanges and replacements
8.1 We don’t offer exchanges for a change of mind, including for a different size or colour. If you’d like something different, please place a new order.
8.2 If your item is faulty, damaged or the wrong item, we’re happy to send a replacement of the same item if we have it in stock. Because our stock is limited, if a replacement isn’t available we’ll give you a refund, or a different item if you’d prefer one.
9. Discount codes and launch offers
9.1 Refunds are for the amount you actually paid for the item, after any discount code or launch offer was applied.
9.2 Discount codes can’t be exchanged for cash. If a refund means a code you used no longer applies, we won’t reduce your refund for that reason [Decision: confirm]. If a code had an expiry date, we may not be able to reissue it.
10. Shipping and rural delivery costs
10.1 For faulty, damaged, not-as-described or wrong items, we’ll cover the reasonable cost of sending the item back to us and of sending any replacement to you. If you receive a refund for the whole order, we’ll also refund the original shipping you paid, including any rural delivery surcharge.
10.2 Because we don’t accept change-of-mind returns, there are no change-of-mind shipping costs to refund. If an item is sent back to us for a change of mind, any cost of returning it to you is yours (see section 3.4).
11. Contact us
If you have a question about a return or refund, we’d love to help:
- The Moody Bohotique Limited (trading as The Moody Bohotique)
- Email: themoodybohotique@gmail.com
- Returns address: The Moody Bohotique, 493A Greers Road, Christchurch, New Zealand
- Website: https://themoodybohotique.com
We aim to reply to all emails within [2] business days. This policy doesn’t affect your rights under the Consumer Guarantees Act or the Fair Trading Act. Ngā mihi!