Refund Policy

Last Updated: 04 July 2026

At Milk and Moon, we take great care in creating and delivering thoughtfully curated gift boxes. If there is an issue with your order, we are committed to working with you to find a fair, practical and timely solution.

This Refund Policy outlines our voluntary returns process and your rights under New Zealand consumer law.

Voluntary Returns Policy

Requests under our voluntary returns policy must be submitted within 14 days of delivery.

To be eligible for a return under this policy, products must:

·       Be unused and in their original condition.

·       Be returned in their original packaging where reasonably possible.

·       Be accompanied by proof of purchase, such as an order confirmation or receipt.

This voluntary returns policy operates in addition to, and does not limit, any rights available to consumers under New Zealand law.

Change of Mind Returns

We are not required to provide refunds, exchanges, credits or replacements where:

·       You have changed your mind.

·       The recipient no longer wants the gift box.

·       An incorrect product was selected.

·       You entered incorrect delivery information.

·       You found the product elsewhere at a lower price.

·       The product was purchased as a gift and is no longer required.

However, at our discretion, we may approve a refund, exchange or store credit where:

·       The request is made within 14 days of delivery;

·       The product is unused and in its original condition;

·       The product is not perishable or otherwise excluded from return; and

·       The product can be returned in a saleable condition.

Any approved change-of-mind return may be subject to return shipping costs and other reasonable costs incurred by Milk and Moon. Refunds may be reduced where products have diminished in value due to handling, repackaging or return transport.

Non-Returnable Items

Due to the nature of certain products, we cannot accept returns for:

·       Fresh flowers.

·       Food and confectionery products.

·       Perishable goods.

·       Personal care, skincare, bath, beauty or wellness products where seals have been broken, packaging has been opened, or the product has been used.

·       Customised, personalised or tailored gift boxes prepared to a customer's specific preferences or requirements.

·       Gift boxes that have been opened, consumed, altered or used.

This does not affect any rights you may have under the Consumer Guarantees Act 1993 where products are faulty or do not meet applicable consumer guarantees.

Handmade, Seasonal and Curated Products

Every Milk and Moon gift box is thoughtfully curated and assembled by hand.

Many products are seasonal, limited edition, handmade, sourced from small suppliers, or available only in limited quantities.

As a result:

·       Flower varieties and colours may vary.

·       Confectionery brands and packaging may vary.

·       Product placement and presentation may differ from website images.

·       Packaging and styling may vary from time to time.

·       Alternative products may occasionally be substituted.

Where a product becomes unavailable, Milk and Moon reserves the right to substitute that item with a comparable product of equal or greater value and similar quality.

We will always endeavour to maintain the overall style, purpose and value of the gift box.

These variations do not constitute a fault or defect.

Food, Beverage and Wellness Products

Some Milk and Moon gift boxes may contain food, beverages, confectionery, tea, coffee, skincare, bath or wellness products supplied by third-party manufacturers.

While we take reasonable care in selecting and describing products, ingredient lists, manufacturing processes and packaging may change without notice.

Customers are responsible for reviewing product labels and ensuring products are suitable for recipients, particularly where allergies, sensitivities or dietary requirements exist.

Milk and Moon cannot guarantee that products supplied by third parties are free from allergens or traces of allergens.

For hygiene and safety reasons, personal care, skincare, bath and wellness products cannot be returned where product seals have been broken, packaging has been opened, or the product has been used, unless required by applicable New Zealand law.

Partial Refunds

A partial refund may be offered where:

·       A gift box is delivered with missing products or add-ons.

·       Material elements of the order are incorrect.

·       Part of an order is damaged during transit.

·       Only a portion of the order is affected by a fault.

Any partial refund will be assessed on a case-by-case basis and may reflect the value of the affected products.

Refunds, Replacements or Redelivery

We may offer a repair, replacement, exchange, store credit, redelivery or refund, as appropriate, where:

·       The gift box arrives damaged during transit.

·       Incorrect products have been supplied.

·       The order has not been delivered as a result of an error made by Milk and Moon.

·       Products fail to meet applicable consumer guarantees under New Zealand law.

Depending on the circumstances, and with the customer's agreement, Milk and Moon may offer a replacement product, redelivery, exchange or store credit as an alternative to a monetary refund where permitted by law.

Damage and Transit Claims

Claims relating to products damaged during transit, missing items or incorrect goods should be reported within 48 hours of delivery.

To assist us in investigating the issue, please email hello@milkandmoon.co.nz with:

·       Your order number.

·       A description of the issue.

·       Clear photographs of the gift box, packaging and affected products.

·       Any additional information we reasonably request.

Customers should retain all original packaging, contents and shipping materials until the claim has been assessed.

Failure to report damage within this timeframe may affect our ability to investigate the matter with the courier provider and may impact the remedies available.

Where reasonably required, customers may be asked to return affected products for assessment before a refund, replacement or other remedy is confirmed.

Minor Faults and Major Faults

Where a product has a minor fault, Milk and Moon may choose to:

·       Repair the product;

·       Replace the product; or

·       Provide a refund,

in accordance with the Consumer Guarantees Act 1993.

Where a product has a substantial fault that cannot be remedied within a reasonable time, customers may be entitled to reject the goods and receive a refund or replacement in accordance with applicable New Zealand law.

Condition of Returned Products

Where a return has been approved, products must be returned in the condition agreed as part of the return authorisation process.

Milk and Moon reserves the right to decline a refund where returned products:

·       Have been used or consumed.

·       Have been damaged after delivery.

·       Have been altered.

·       Are not returned in a condition consistent with the approved return.

Refused Deliveries and Returned Parcels

Refunds will not generally be provided for deliveries that are:

·       Refused by the recipient; or

·       Returned due to incorrect, incomplete or inaccurate delivery information supplied by the customer.

Where products are returned to Milk and Moon in these circumstances, any refund offered may be reduced by:

·       Original shipping costs;

·       Return freight charges;

·       Spoilage of perishable goods;

·       Repackaging costs; and

·       Other reasonable expenses incurred by Milk and Moon.

Where products cannot be resold due to their nature, condition or perishability, no refund may be available.

Refund Processing

Where a refund is approved, it will be processed to the original payment method used at the time of purchase unless otherwise agreed.

While refunds are processed promptly by Milk and Moon, the timing for funds appearing in your account will depend on your bank or payment provider's processing timeframes.

Late or Missing Refunds

If you have not received an approved refund:

1.     Check your bank account.

2.     Contact your credit card provider.

3.     Contact your bank, as processing delays can occur.

If you have completed these steps and still have not received your refund, please contact hello@milkandmoon.co.nz.

Exchanges

We will replace products where they are confirmed to be:

·       Faulty;

·       Damaged;

·       Defective; or

·       Incorrectly supplied.

To request an exchange, please contact hello@milkandmoon.co.nz.

Where a return is required, products should be sent to:

Milk and Moon
 15 Hebron Road
 Waiake
 Auckland 0630
 New Zealand

Order Cancellations

Order cancellations are governed by our Cancellation Policy.

As gift boxes are prepared and packed in advance, cancellation requests may be subject to preparation costs where work on the order has already commenced.

If you need to cancel an order, please contact hello@milkandmoon.co.nz as soon as possible.

Return Shipping

Where a return has been approved, products should be sent to:

Milk and Moon
 15 Hebron Road
 Waiake
 Auckland 0630
 New Zealand

Customers are responsible for return shipping costs unless the return is the result of:

·       A faulty product.

·       An incorrectly supplied product.

·       Damage occurring prior to delivery.

·       Any other circumstance where Milk and Moon is legally responsible.

Business and Corporate Orders

Milk and Moon supplies gift boxes to both consumers and business customers.

Where products or services are acquired for business purposes, the parties agree that, to the maximum extent permitted by law, the provisions of the Consumer Guarantees Act 1993 do not apply.

Nothing in this clause limits any rights that cannot lawfully be excluded under New Zealand law.

Consumer Guarantees Act

Nothing in this Refund Policy limits, excludes or modifies any rights or remedies available under:

·       The Consumer Guarantees Act 1993;

·       The Fair Trading Act 1986; or

·       Any other applicable New Zealand legislation.

Where products fail to meet a consumer guarantee, customers may be entitled to a repair, replacement or refund in accordance with New Zealand law.

Contact Us

If you have any questions about returns, refunds or exchanges, please contact:

Milk and Moon
 15 Hebron Road
 Waiake, Auckland 0630
 New Zealand

Email: hello@milkandmoon.co.nz