Refund policy
Refund & Returns Policy
Last updated: 10 August 2026
At Moana Nui Wear, we want you to be happy with your purchase. This Refund & Returns Policy explains how we handle returns, refunds, replacements, damaged products, defective products, incorrect orders, and change-of-mind requests.
Moana Nui Wear sells both print-on-demand products and stocked products. The return process may differ depending on the type of product and the reason for the return.
Nothing in this policy is intended to exclude, restrict, or limit any rights you may have under the New Zealand Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable consumer protection law.
1. Print-on-Demand Products
Many Moana Nui Wear products are produced specifically after an order is placed through our print-on-demand fulfilment partners.
Because these products may be produced specifically in response to an individual order, we generally do not accept returns or exchanges simply because you:
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change your mind;
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order the wrong size;
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select the wrong colour or design;
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no longer want the product; or
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otherwise decide that you do not want the product.
We strongly recommend checking the product description, measurements, size guide, colour selection, and other product information carefully before placing your order.
This policy does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied, materially different from its description, or otherwise fails to meet applicable consumer guarantees.
2. Stocked Products
Some Moana Nui Wear products may be held in stock rather than produced after each order.
For stocked products, our standard change-of-mind return policy may differ from print-on-demand products where expressly stated on the product page or at checkout.
Where a stocked product is eligible for a voluntary return or exchange, the applicable conditions will be communicated to you before or at the time of purchase.
Regardless of whether a product is stocked or made to order, statutory consumer rights continue to apply where required by law.
3. Damaged, Defective, Incorrect, or Misdescribed Products
If your order arrives:
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damaged;
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defective;
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incorrectly supplied;
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materially different from its description; or
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otherwise fails to meet applicable consumer guarantees,
please contact us as soon as reasonably possible.
For the quickest assessment, please contact:
Email: info@moananuiwear.store
Please include:
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your order number;
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your name;
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a clear description of the problem;
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photographs showing the issue; and
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photographs of the product and packaging where relevant.
We may request additional information where reasonably necessary to assess the problem.
Please do not return the product before contacting us unless we have instructed you to do so.
If a return is required, we will provide appropriate return instructions.
4. What Happens After We Receive Your Complaint
Once we receive your complaint, we will assess the issue and determine the appropriate next step.
Depending on the circumstances and applicable law, we may offer:
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a replacement;
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a repair where appropriate;
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a refund;
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a partial refund or other remedy where permitted by law; or
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another appropriate resolution.
Where the problem is our responsibility and a return is required, we will provide reasonable instructions regarding the return process.
We will not require you to pay costs that we are legally required to cover.
5. Change of Mind
For customers purchasing in New Zealand, we generally do not provide refunds or exchanges simply because a customer changes their mind.
This includes situations where you:
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selected the wrong size;
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selected the wrong colour;
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selected the wrong design;
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ordered the wrong product;
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no longer want the product; or
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found the product cheaper elsewhere.
New Zealand consumer law generally does not require a retailer to provide a refund or exchange for a simple change of mind.
However, this does not affect your rights where the product does not meet the guarantees required by the Consumer Guarantees Act or other applicable law.
6. Incorrect Size Selection
Customers are responsible for selecting the appropriate size based on the size information provided on the product page.
We strongly recommend reviewing the size guide before placing your order.
If you select the wrong size and the product supplied is otherwise correct and free from defects, we generally do not provide a refund or exchange for print-on-demand products.
If you are unsure about sizing before placing an order, please contact us at:
We will do our best to assist you.
7. Product Variations
Minor differences in colour, placement, texture, measurements, or appearance may occur as a result of manufacturing, printing processes, fabric characteristics, photography, lighting, or individual screen settings.
Such minor variations do not necessarily constitute a defect.
However, where a product materially differs from its description or fails to meet applicable consumer guarantees, your statutory rights remain unaffected.
8. Consumer Rights — New Zealand
For customers in New Zealand, the Consumer Guarantees Act 1993 (CGA) provides important protections when purchasing goods from a business.
Among other things, products supplied to consumers should be:
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of acceptable quality;
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fit for their intended or specified purpose;
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consistent with their description;
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safe; and
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reasonably durable.
Where these guarantees are not met, a customer may be entitled to an appropriate remedy, which can include a repair, replacement, refund, or other remedy depending on the circumstances.
A customer's rights depend on the circumstances of the particular problem.
For example, a remedy may not be required where a customer simply changes their mind or causes the problem through misuse or failure to follow reasonable care instructions.
Nothing in this policy limits any rights that cannot legally be excluded.
9. European Union Customers
If you are located in the European Union, additional consumer protection laws may apply to your purchase.
For many online purchases, EU consumers have a 14-day right of withdrawal beginning from the day the goods are delivered. This generally allows the consumer to cancel the purchase without giving a reason.
However, EU law provides exceptions to this right, including certain goods made to the consumer's specifications or clearly personalised.
Where a Moana Nui Wear product qualifies for such an exemption under the applicable law, the statutory right of withdrawal may not apply.
Where the right of withdrawal does apply, we will process the withdrawal and refund in accordance with the applicable EU consumer protection requirements.
Customers exercising a statutory withdrawal right should contact:
and clearly state that they wish to withdraw from the purchase.
Please include your order number and sufficient information for us to identify the order.
Where applicable, statutory rules regarding return costs, refunds, and the timing of refunds will apply.
Separate statutory rights relating to faulty, damaged, incorrect, or non-conforming products remain unaffected.
10. Other International Customers
Customers outside New Zealand and the European Union may have additional consumer rights under the laws of their country or region.
Where mandatory consumer protection laws apply to your purchase, nothing in this policy is intended to exclude or limit those rights.
If you believe a statutory right applies to your purchase, please contact us at:
We will consider the matter in accordance with applicable law.
11. Refunds
Where a refund is approved, we will generally process the refund using the original payment method.
The timing for the refund to appear in your account may depend on:
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the payment provider;
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your bank or financial institution;
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the payment method used; and
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applicable legal requirements.
We cannot control processing times imposed by third-party payment providers or financial institutions.
12. Replacements
Where a replacement is approved, we will provide instructions regarding the replacement process.
If the replacement relates to a product that was faulty, damaged, incorrectly supplied, or otherwise covered by an applicable statutory guarantee, we will handle the matter in accordance with our legal obligations.
Replacement availability may depend on product availability.
Where the original product is no longer available, another appropriate remedy may be provided where required by law.
13. Return Shipping
If you are returning a product because it is faulty, damaged, incorrectly supplied, or otherwise covered by an applicable statutory remedy, we will provide appropriate instructions regarding return shipping.
We will not require you to bear costs that we are legally responsible for.
For voluntary returns that are not required by law, any return shipping requirements or costs will be communicated before the return is accepted.
14. Products Returned Without Authorisation
Please contact us before sending a product back.
Products should not normally be returned to our business address unless we have specifically instructed you to do so.
This helps us ensure that your return is correctly identified and processed.
15. Products Damaged After Delivery
A product may not qualify for a remedy where the problem was caused by the customer's misuse, alteration, accidental damage, improper care, or failure to follow reasonable care or washing instructions.
Where appropriate, we may request information or photographs to help determine the cause of the problem.
This does not affect any statutory rights that may apply.
16. Order Cancellation Before Fulfilment
If you wish to cancel an order, please contact us as soon as possible at:
For print-on-demand products, we will make reasonable efforts to stop an order before production begins.
Once production or fulfilment has commenced, cancellation may no longer be possible for a change-of-mind request.
This does not affect any statutory cancellation or remedy rights that may apply.
17. Refunds for Orders That Cannot Be Fulfilled
If Moana Nui Wear accepts an order but subsequently becomes unable to supply the product, we will contact you regarding the available options.
Where we are unable to fulfil the order and a refund is appropriate, we will refund the amount paid using the original payment method where reasonably possible.
18. Contact Us
If you have a question about a return, refund, replacement, damaged product, defective product, or order cancellation, please contact us.
Moana Nui Wear
Email: info@moananuiwear.store
Phone: 027 262 4505
Physical address:
277 Lake Road
Belmont, North Shore
Auckland 0622
New Zealand
Website: moananuiwear.store
When contacting us about an order, please provide your order number so that we can assist you efficiently.
19. Policy Updates
We may update this Refund & Returns Policy from time to time to reflect changes to our products, fulfilment arrangements, business practices, or legal requirements.
The latest version will be published on our website together with the relevant "Last updated" date.
Changes will not retrospectively remove statutory rights that apply to purchases already made.
Moana Nui Wear
277 Lake Road
Belmont, North Shore
Auckland 0622
New Zealand
Phone: 027 262 4505
Email: info@moananuiwear.store
Last updated: 10 August 2026