Returns & Refunds

Contact info@moshims.co.nz or 027 MOSHIMS (027 667 4467) if an item is missing, incorrect, damaged, spoiled or otherwise not of acceptable quality.

Please provide:

• Your order number or other proof of purchase.
• The item and quantity affected.
• A short description of the problem.
• A photo, if you can provide one.

Let us know as soon as possible. For fresh produce, contacting us within 24 hours helps us assess its condition. This is a request for prompt reporting, not a deadline that removes your legal rights.

The Consumer Guarantees Act applies to eligible purchases of fresh produce and groceries. Perishable goods are not automatically excluded.

Food must meet the applicable guarantees, including acceptable quality, safety and agreement with its description. These rights also apply to eligible market purchases and discounted goods.

A small natural difference in colour, shape or size is not automatically a fault. It does not excuse spoiled, unsafe or incorrectly described food.

The remedy depends on what happened and the rights that apply.

For a problem that can be put right, the law generally gives the supplier an opportunity to do so within a reasonable time and without charge. For food, a replacement or refund may be appropriate.

If the failure is substantial, or is not remedied as the law requires, you may be entitled to reject the goods and choose a refund or replacement, subject to the Act. You may also have rights to compensation for reasonably foreseeable loss caused by the failure.

We will not require you to accept store credit where you are legally entitled to a refund.

Contact us before sending food back so the return or assessment can be arranged appropriately. Original packaging is not a condition of a remedy for faulty goods.

Where goods are confirmed faulty, reasonable return costs are reimbursable. Where returning them would involve significant cost or difficulty, collection may be required under the Act.

Packaged groceries: change-of-mind returns are accepted within 2 days of delivery, unopened. Hand the item to our driver with your next order, or bring it to our warehouse (by arrangement: text us first) or to one of our Saturday market stalls.

Fresh produce can't be returned for a change of mind. If something isn't right, tell us within 24 hours of delivery and we'll make it right.

Faulty or wrong items are always refunded or replaced. Change-of-mind rules never affect remedies for goods that are faulty, unsafe, incorrectly supplied or otherwise fail a consumer guarantee.

Refunds go back to the card you paid with. We process them within 1–2 days of you letting us know; your bank may take a few business days to show it.

If a confirmed refund has not arrived, contact us with your order number.

Can I report a problem after 24 hours?

Yes. Contact us when you discover it. Reporting promptly helps, but the policy does not automatically remove your legal rights after 24 hours. The product's nature and expected life matter when assessing a claim.

Do I need the original packaging or a paper receipt?

Original packaging is not required for a faulty-goods remedy. Provide reasonable proof that you bought the item from Moshims, such as your order confirmation, receipt or payment record.

What if an item is missing or the wrong item arrives?

Tell us within 24 hours of delivery which item is affected, with your order details, and we'll make it right: a missing or wrong item is always refunded or replaced. You do not have to accept a different product merely because it was delivered.

Does the policy cover market purchases?

Yes. Eligible purchases at our markets have consumer protections too. Tell us which market you visited and provide the purchase details you have.

What if I have already opened or used the product?

Opening or using an item does not automatically remove consumer rights; some problems only become apparent then. Contact us with the details and any available evidence so the claim can be assessed.

Can I get the delivery fee back?

Yes, if a whole order fails or never arrives: you get a full refund, including the $5 delivery fee.

For other problems, it depends on the problem and the remedy required by law. There is no blanket rule that delivery charges are always non-refundable.

Your rights under the Consumer Guarantees Act 1993 and Fair Trading Act 1986 remain available. You may use the Disputes Tribunal or other legal options where appropriate. See consumer dispute guidance.