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 troubleshoot 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.
If a product has a minor fault, we may be able to troubleshoot the repair over the phone/email with you – this may mean that we need to send you a new part and guide you on how to fix it. Alternatively, we may arrange for us to repair the item, replace it, or refund your money.
If we deem that the item is faulty and needs to be returned, we will organise that with you and pay for collection of the item. You will need to package the item and get ready for the courier to collect – see “How do I Package the Item?” for a guide.
If we determine the fault is major, we will offer you a replacement item or refund (in line with the Consumer Guarantees Act).
We’ll arrange for a courier to collect the item. Please package it securely – see “How do I Package the Item?” for details.
If the item is faulty and needs to be returned, we pay for collection.
If you’ve changed your mind or cancelled your order, return courier costs are your expense.
All products must be in their original undamaged packaging and unused to be eligible for a refund.
Yes – this is fine! Please email us first (see “What’s the first thing I need to do to return an Item?”).
We’re based in Mount Roskill (Auckland). If it’s a repair, we may not be able to do it on the spot, but we’ll let you know the process and timeframes.
We aim to process this super quick. Once we’ve confirmed the next steps, refunds are processed within 2 working days of receiving the item back.
Refunds go back to the original payment method. Credit notes are provided as ‘Mozzi Gift Cards’ to use online.
You will need to return the product at your cost. All products must be unused, in their original undamaged packaging, to be eligible for a refund. Refunds exclude original freight and may include a restocking fee of up to 20%.
Under the NZ Consumer Guarantees Act, you can return items within 30 days for a full refund if faulty, not as described, or unfit for purpose.
Yes, we have a no-questions-asked exchange policy for unused products in original packaging, returned within 14 days of receipt (at your cost).
Email us first to confirm the process.
We extend returns by an extra 30 days after Christmas for items purchased between 1 November and 24 December.
We’re back in office around 7–9 January. Email us if urgent and we’ll try to help (even from the beach!).
Once you’ve had confirmation to send it back, securely box/package the item. Include your name, address, and a copy of your email correspondence for quicker processing.
If you received the wrong product or colour, please email admin@mozzi.co.nz or call +64 9 622 2593 with your details. We’ll arrange a replacement and collection of the incorrect item ASAP.
If you need to cancel an order, email or call us immediately. If the order has already shipped, you’ll need to wait to receive it and then return it at your cost. See “What’s the first thing I need to do to return an Item?”.
All products come with a minimum one-year manufacturing defect warranty. This covers defects but not misuse, modification, or normal wear and tear.
Consumable parts (grips, bearings, grip tapes) are excluded unless defective on arrival.
If under warranty, repairs or replacements are at our cost. Out-of-warranty repairs may incur a charge.
All warranty claims are reviewed case by case.