Refund policy

Refund & Returns Policy

At The Mum Collections, your satisfaction matters to us. Please read our returns policy below.

Your Rights Under New Zealand Law Under the Consumer Guarantees Act 1993, you are entitled to a repair, replacement, or refund if a product is faulty, unsafe, doesn't work as described, or is not fit for purpose. These rights cannot be limited or excluded by our store policy.

Change of Mind We understand that sometimes things don't work out! If you've changed your mind, we're happy to offer you a store credit voucher to the value of your purchase. To be eligible:

  • Items must be returned within 30 days of delivery at customers expense 
  • Items must be unused, unwashed, and in their original packaging with tags attached
  • Proof of purchase is required

Please note: Change of mind returns are a goodwill gesture and are not required under NZ law. Return shipping costs are at the customer's expense.

The following items are not eligible for change of mind returns:

  • Sale items — final sale only
  • Pre-orders — all pre-order purchases are final
  • Mystery packs — due to their nature, mystery packs cannot be returned for change of mind

Your rights under the Consumer Guarantees Act still apply to all of the above items if they are faulty or misdescribed.

Faulty or Defective Items If your item is faulty, not fit for purpose, or doesn't match its description, you have rights under the Consumer Guarantees Act. Please contact us within 7 days of receiving your item with your order number and photos of the fault. Depending on the nature of the fault, we will offer a:

  • Repair
  • Replacement
  • Full refund to your original payment method, processed within 5–7 working days of receiving your return

Return shipping costs for faulty items will be covered by The Mum Collections.

Exchanges We're happy to exchange items for a different size or colour, subject to availability, within 30 days of delivery. Items must be in original condition. Exchanges are not available on sale items, pre-orders, or mystery packs. Return shipping costs for exchanges are at the customer's expense.

How to Start a Return Email us at themumcollections@gmail.com with:

  • Your order number
  • Reason for return
  • Photos (if faulty)