Refund policy

Returns & Refunds Policy

Last updated: 25 April 2025

We want every Curious Moonbeam parcel to spark wonder. If something isn’t right, the guide below explains how we’ll put it right—while honouring your rights under Aotearoa New Zealand’s Consumer Guarantees Act 1993 (CGA). (Consumer Guarantees Act).

Handcrafted wooden products (Qtoys & Tender Leaf Toys)


Many of our wooden toys—especially Qtoys and Tender Leaf Toys—are handcrafted from natural timber. As a result, small variations and cosmetic marks are normal and part of each item’s unique character. Examples include natural differences in grain and colour, small knots or fill, tiny surface scratches or pressure marks, slight paint/print variation or misalignment, fine tool or glue marks, and minor size/shape variances within the maker’s tolerances. These characteristics do not affect safety or function and are not considered faults.

Requests for a replacement or refund based solely on the normal features above will be treated as change-of-mind returns under this policy. If you believe your item has a defect that affects safety, function or durability—or it was damaged in transit—please contact us within 7 days with clear photos so we can help (see section 7). Nothing in this clause limits your rights under Aotearoa New Zealand’s Consumer Guarantees Act 1993.

1. Return window

You have 30 days from the date you receive your item to request a return.

European Union customers: you also enjoy the 14-day “cooling-off” right to cancel under the EU Consumer Rights Directive. The product must be unused and in its original packaging.

2. Eligibility

To be eligible, items must be:

  • unused, unwashed and in the same condition you received them;
  • in their original packaging with all tags attached;
  • accompanied by a receipt, order-confirmation email or other proof of purchase.

3. How to start a return

  • Email info@curiousmoonbeam.co.nz with:
    • your order number;
    • the item(s) you’d like to return;
    • clear photos if the item is defective or damaged.
  •  
  • Wait for our reply—we’ll confirm whether a return is needed.
    • For faulty goods (incl. damaged-in-transit or incorrect items) we’ll usually offer a free replacement, repair or full refund in line with the CGA, and we may not require the item to be sent back. (Obligations under the Consumer Guarantees Act)
    • For change-of-mind returns we will send you a return-authorisation email and the return shipping address. Return postage is at the customer’s expense.
  • If a return is authorised, pack the item securely and post it within 14 days. Include your return-authorisation email or a note with your order number.

Items sent back without prior authorisation will be refused.

4. Non-returnable items

  • perishable goods (e.g., food, plants);
  • personalised or custom-made items;
  • intimate or sanitary goods;
  • hazardous materials or flammable liquids/gases;
  • sale/clearance items or gift cards.

If you are unsure whether your item is returnable, please contact us first.

5. Exchanges

Need a different colour or variant? The quickest way is to place a new order after your return is approved. Change-of-mind exchanges follow the same steps (customer pays return shipping).

6. Refunds

  • We’ll email you once we’ve received (or otherwise inspected) your return and confirm approval or rejection.
  • Approved refunds are processed to your original payment method within 10 business days. Your bank or card issuer may need extra time to post the credit.
  • If 15 business days have passed since our approval and you haven’t seen the refund, email info@curiousmoonbeam.co.nz.

7. Goods damaged or incorrect on arrival

Please inspect your order on delivery. Contact us within 7 days if an item is defective, damaged or wrong so we can evaluate and rectify—usually with a replacement at no cost to you.

8. Consumer Guarantees Act (NZ customers)

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product fails to meet the guarantees of acceptable quality, fitness for purpose or durability, you are entitled to a repair, replacement or refund at no extra cost. (Consumer Guarantees Act, Obligations under the Consumer Guarantees Act)

9. Return address & contact

Authorised returns will be directed to our Christchurch logistics partner—details are supplied in your return-authorisation email.

Questions? We’re always here to help: info@curiousmoonbeam.co.nz.

Thank you for shopping small and helping us nurture curiosity—one playful parcel (and one tree planted!) at a time.