Return policy

Return Policy

Please choose carefully as we do not provide a refund if you change your mind.  If you have proof of purchase (made within 7 days), and return the goods in their original condition and in original packaging, we will exchange your goods within 7 days or provide you a full refund happily. Terms and conditions will apply. (Complete package without damage, and in good reselling condition), otherwise, a 20% refurbishment cost will apply. We will be responsible for repair if there is any manufacturing defect instead of refund.

We offer a 30-day money-back guarantee. We promise to replace any defective or damaged products delivered to you. If you wish to return a defective or damaged product, you must notify us via our “Contact Us” page. You must provide your order number invoice and other relevant proof of purchase. If we are unable to replace or exchange the returned item at the time of return, we undertake to reimburse you for the amount originally deducted for the purchase. Once you have notified us via our website that you wish to return a defective, damaged or undamaged product, you may return the product to any of our depot in New Zealand with valid proof of purchase. Tax invoices, receipts, and/or packing slips, etc.

In order to be eligible for the 30-day right of return, you must be the original purchaser of the Moana spas product and provide your order number invoice and other relevant proof of purchase.

Then, one of the following conditions must be met:

product don’t do what they are meant to, or are defective

products are different from their description, eg on the packaging or in advertising

products don’t match the sample or model you were shown

products are not reasonably fit for a particular purpose you told the seller about

otherwise, the following conditions must be met:

You must ensure that the product you are returning is in new condition as verified by us and must not have any internal or external damage including but not limited to scratches, smears, burns, odors, etc.

You must have owned the Moana spas product for more than 10 days prior to contacting us to return it.

You must deliver the product to our specified delivery location within 10 business days of our acceptance of the return request and have it fully inspected by us for accuracy, with all costs of the return process borne by the customer.

Our 30-day return policy applies to new products only and does not apply to special offers and clearance products.


  1. All purchased products should be ship back to us at your own cost. For overseas purchases, we only refund the cost of the item (the cost mentioned on the product page), and it does not include the shipping fee.
  2. Refunds can be issued in the form of a credit voucher or can be credited to your original payment method. For purchases made using multiple payment methods, any refund will be made for the original tender types.
  3. If the goods are defective, we will fulfill our obligations under the Consumer Guarantee Act to provide a remedy.
  4. When returning an online/in-store purchase, the original delivery charges will not be refunded.
  5. When returning an item to us by post it is your responsibility to return the item to us in a safe way – Moana Spas is not responsible for items being returned to us that are lost or damaged in transit.
  6. Moana Spas vouchers or gift cards cannot be returned/refunded or exchanged for cash or other tender types.
  7. For international orders, we will not accept liability for any customs duties or taxes that may be payable in connection with the order or its return. We do not offer exchanges on international orders. If an alternative product is required, you will need to place a separate order for it.