Returns Policy
Here are some helpful FAQs to guide you through the return process at Mozzi.
Simply email us (admin@mozzi.co.nz) with the following details and information about your product:
• Your Name
• Your Address
• Your Contact Mobile or Best Phone Number:
• Your Mozzi Order Number
• Product Name
• Describe the Fault or Issue with your product; or say if you have “Changed Your Mind”
• Pictures (this helps us to quickly understand what the issue is with your product – and potentially trouble shoot the issue with you).
We will advise you at this point on the next steps.
We assess the claim via email so that images can be provided of the issue (See section “What’s the first thing I need to do to return an Item?”)
If a product has a minor fault, we may be able to trouble shoot the repair over the phone/email with you – this may mean that we
need to send you a new part and we will guide you on how to fix it.Alternatively, we may arrange for us to repair the item, replace it, or we may choose to refund your money.
If we deem that the item is faulty and needs to be returned, we will organise that with you and arrange and pay for collection of the item. In this case you will need to package the item and get ready for the courier to collect – see section “How do I Package the Item?” for a guide on sending the item back.
We assess the claim via email so that images can be provided of the issue (See section “What’s the first thing I need to do to return an Item?”). If we determine that the fault is major, then we will offer you a replacement item or refund. Please note the we follow the Consumer Guarantees Act of what is considered a major fault.
We will need to arrange for a courier to collect the item from you. In this case you will need to package the item and get ready for the courier to collect – see section “How do I Package the Item?” for a guide on sending the item back.
If we deem that the item is faulty and needs to be returned, we will organise that with you and arrange and pay for collection of the item. In this case you will need to package the item and get ready for the courier to collect. Please see section “How do I Package the Item?” for a guide on sending the item back.
If you have changed your mind or cancelled your order, then the return courier costs will be your expense. Please see section “How do I Package the Item?” for a guide on sending the item back.
Yip – this is fine. BUT, first see section “What’s the first thing I need to do to return an Item?”, and flick us your details so we aren’t caught off guard, and we will let you know the process. We are based in Mount Roskill (Auckland). If it is a repair, we may not be able to do it on the spot – but we will let you know the process, and timeframes.
We aim to do this super quick. Once we have had correspondence with you – see section “What’s the first thing I need to do to return an Item?”, we will either request the item back, or decide on the best action with you.
If a refund is required, we would process this within 2-working days of receiving the item back. Any refunds will be processed back to the original method the purchase was made from. We do not do cash refunds at our office.
Credit notes will be provided in the form of ‘Mozzi Mula gift Cards’ for you to use online at the checkout. Credit notes cannot be exchanged for cash.
Nah, it’s all good.
Under the NZ Consumer Guarantees Act, you have the right to return items within 30-days for a full refund if it is faulty, not as described, or unfit for purpose.
Yip sure, we have a no-questions-asked exchange policy for customers who change their mind.
As long as the product is unused and in its original packaging, Mozzi customers can return (at their cost) products back to our warehouse, within 14 days of receipt for a store credit or exchange for a replacement item.
You just need to send us an email (See section “What’s the first thing I need to do to return an Item?”), and we’ll confirm the process.
We totally get that the items you buy might be for a gift, especially over the Christmas and New Year period – and therefore may not be opened for a wee while after you buy it. Soooooo, because we are awesome, our returns policy over this time is extended by an extra 30-days after Christmas (note this applies for products purchased between 1 November and 24 December). To start the process, see section “What’s the first thing I need to do to return an Item?” and we will sort you from there.
Just so you know – we are humans too and therefore we take holidays at Christmas with our families and friends. We are back at the office usually around 7th to 9th January. If its super urgent, you can email us, and we will certainly do our best to sort you from the beach.
Once you’ve had confirmation that you can send the item back, see section “What’s the first thing I need to do to return an Item?”, you will need to box / package up the item securely and send back to us. To help us process this quickly once we receive it – make sure you include your Name and Address, and it’s always best to include a copy of any email correspondence you have had with us.
We are human and sometimes we may send you the wrong product or the wrong colour of an item. We are super sorry about that. If this happens please contact us on email admin@mozzi.co.nz with your Name, address, Mozzi Order Number, contact number and issue; or ring us on +64 9 622 2593 and we will arrange to send a replacement and/or arrange to get the incorrect item back from you. Again we are super sorry if this happens.
We are super-fast at picking and sending out our orders, but if you have placed an order and need to cancel it you can try flick us an email at admin@mozzi.co.nz or ring us on +64 9 622 2593. We will do our absolute best to stop the order from leaving here or get it returned from our couriers. However, if its already on its way to you, you will need to wait to receive the item, then you will need to organise the return of the item at your own cost. See section “What’s the first thing I need to do to return an Item?”.
All products sold by Mozzi come with a minimum one year manufacturing defect warranty.
Our Manufacturer warranty covers all manufacturing defects or faults but excludes misuse of the product, modifications to the product in any way, including incorrect installation or damage caused by wear and tear.
If the product you are returning is under warranty, then we will do the repair or replacement at our cost.
Consumable parts are not covered under warranty including handlebar grips, bearings and grip tapes, which will wear over time during normal use. However, these consumable parts are covered if received in a defective state and a claim is placed before the product has been used. See section “What’s the first thing I need to do to return an Item?” if you think your product is faulty.
If the item is not in the warranty period, then we will still try to sort out a repair for you, but we may charge you for this. Please note that if we have sold out of the product, or discontinued the product, that sometimes our super powers just can’t fix everything.
All warranty claims are reviewed on a case by case basis.