Refund & Returns Policy
At Moe Linen, we want you to love your purchase. If something isn't quite right, we're here to help.
This Refund & Returns Policy explains when you may return an item, when you may be entitled to a refund or exchange, and your rights under New Zealand consumer law.
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or any other applicable New Zealand law.
Change of Mind
We understand that sometimes a product isn't quite what you expected. If you've changed your mind, you may request a return within 7 days of receiving your order, provided the item:
is unused and unwashed
is in its original condition
has not been altered or damaged
is free from stains, odours, pet hair or marks
is returned in its original packaging, including any tags or labels where applicable.
To arrange a return, please email kiaora@moelinen.co.nz before sending your item back.
Returns sent without prior approval may not be accepted.
Return Shipping Costs
For change-of-mind returns, you are responsible for the cost of returning the item to us. We recommend using a tracked courier service, as returned items remain your responsibility until they have been safely received by Moe Linen.
Original shipping charges are non-refundable unless required by New Zealand consumer law.
Refunds
Once your return has been received and inspected, we'll notify you of the outcome. If your return is approved, your refund will be processed to your original payment method.
Please allow 3–5 business days for us to process your refund. Your bank or payment provider may require additional time before the funds appear in your account.
Shipping charges are not refundable for change-of-mind returns.
Exchanges
If you'd like to exchange your purchase for another item or colour, please contact us within 7 days of receiving your order. Exchanges are subject to product availability.
As many of our collections are produced in limited quantities, we cannot guarantee that your preferred replacement will still be available. If an exchange cannot be completed, we'll discuss the most appropriate solution with you.
Faulty or Damaged Items
We take great care in the quality of every Moe Linen product. If you believe your item is faulty, damaged or you have received the wrong product, please contact us within 7 days of receiving your order.
Email kiaora@moelinen.co.nz and include:
your order number
a description of the issue
clear photographs of the item
close-up photographs of the fault or damage
photographs of the packaging if it arrived damaged
Please do not wash, alter or continue using the item before contacting us, as this may affect our ability to assess the issue.
Where a product is confirmed to be faulty, we will provide an appropriate remedy in accordance with the Consumer Guarantees Act 1993. Depending on the circumstances, this may include a repair, replacement or refund.
Incorrect Items
If you receive an item that differs from your order, please contact us within 7 days of delivery.
We'll work with you to resolve the issue as quickly as possible and provide instructions for returning the incorrect item where required. If the error is ours, we'll cover the reasonable return shipping costs.
Sale and Clearance Items
Items marked as Final Sale or Clearance are not eligible for change-of-mind returns or exchanges unless they are faulty or required by New Zealand consumer law.
Natural Characteristics of Linen
Our products are crafted from premium natural linen. Natural variations are part of the beauty of linen and are not considered manufacturing faults.
These may include:
natural slubs or fibres
slight variations in colour between production batches
natural creasing
slight variations in measurements within normal manufacturing tolerances
minor variations in stitching or pattern placement.
These characteristics reflect the natural qualities of linen and the production process and do not affect the performance or durability of the product.
Gift Returns
If you have received a Moe Linen product as a gift and would like assistance, please contact us.
Where possible, we'll work with you to find a suitable solution, although refunds will generally be processed to the original purchaser.
Consumer Guarantees Act
Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. If a product fails to meet the guarantees provided by New Zealand law, you are entitled to the remedies available under that legislation.
Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.
Contact Us
If you have any questions about returns, refunds or exchanges, we're always happy to help.
Email: kiaora@moelinen.co.nz
We aim to respond to enquiries within 2 business days.
Effective Date: July 2026