Refund or Replacement Policy

Our return period spans 30 days from the date of product receipt. Within this timeframe, you may request a refund or replacement for your purchased items.

To qualify for a refund or replacement, the item must be defective. Additionally, a valid proof of purchase, such as a receipt, is required.

Sun or Heat Damage Disclaimer

Kindly be aware that any chocolate exposed to excessive sunlight or heat will be considered as user-induced damage and will not be eligible for a refund or replacement.

Initiating a Return or Replacement

To commence a return or replacement, please contact us at orders@shirlandmoss.co.nz, providing an explanation for your return or replacement request. If approved, we will provide you with a return shipping label and instructions on where and how to send back the product. Once we receive the returned item, we will issue a refund or dispatch a replacement product.

Based on photographic evidence of the product fault, we may opt to replace your product without requiring the return of the original. In this scenario, you will also have the option to choose a refund instead of a replacement.

For customers located overseas, considering the impracticality of returning the product, we will assess returns based on photographic evidence and subsequently dispatch replacement products or issue refunds as necessary. Please note that items sent back to us without prior request for return or refund will not be accepted.

Damages and Issues

Upon receiving your order, please inspect it promptly. If you identify any defects, damages, or if you receive an incorrect item, contact us immediately. This will allow us to assess the issue and take appropriate corrective action.

Refund Process

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund or replacement. If approved, the refund will be processed automatically through your original payment method.

Feel free to reach out to us at orders@shirlandmoss.co.nz for any queries related to returns or refunds.