Please contact our online team on 03 441 4041 or email online@mooch.nz as soon as you are aware of any fault or damage with your item. We will need to make an assessment from a photo or we may need to arrange (at our cost) the return of the item for assessment in person. If we think it is a manufacturing defect we will need to make contact with our supplier. If our supplier can not fix or remedy the fault then we will be able to give you a refund providing they establish that there is indeed a manufacturing fault with the item. If the supplier considers the item not faulty then we will return the item to you in person or send the item back to you at your cost. Please make sure that you have a proof of purchase and have followed care instructions. We do not accept returns for items damaged through misuse.