2. Please include a note stating the purchaser's name, address, e-mail address and order number if known and a detailed explanation for the reason of return.
3. Send returns to:
33-35 Barrys Point Road
(NOTE: COD's will not be accepted)
The Consumer Guarantee Act and Fair Trading Act provide the basis for Kiwivelo's returns policy. For a product to be returned under our policy, that product must be in a resalable condition with packaging intact and all labels etc returned with the item unless faulty or otherwise defective.
We do not have to provide a refund if you change your mind about a particular purchase, so please choose carefully.
If the goods are faulty we will meet our obligations under Consumer Guarantees Act to provide a remedy
Restrictions and exceptions
As a result of copyright laws a refund or exchange is only available for the following products if the product is defective;
NOTE: These products are still guaranteed under the Consumers Guarantees Act.
Consumer Guarantees Act 1993
The Consumer Guarantee Act sets out minimum standards for goods sold by Kiwivelo Live Limited. In the event that goods sold are not of good quality or are faulty, the customer has the right to a repair, replacement or a refund.
Fair Trading Act 1986
The Fair Trading Act is designed to protect the customer being misled, either intentionally or unintentionally. This applies to all aspects of the promotion and sale of goods and services including: pricing; where the product was made; where the product is from; the meeting of New Zealand safety standards; availability of products in store and the sales techniques used. The Commerce Commission enforces the Fair Trading Act 1986.
There are three options available for our customers who would like to return a product -
If a product is unsatisfactory, we can offer to exchange it for another one (i.e. a different size or colour etc) or another product of the same value. Generally proof of purchase is required in order to get an exchange, although we may waive this requirement if we believe we have sold the product. Please note, as mentioned above, products returned or exchanged must be in a resalable condition with packaging intact and all labels etc returned with the item, also exchanges are not available on DVD's, except where the product is deemed faulty.
2. Money Back Guarantee
If a customer has proof that they purchased the goods from our website within the last 12-months, and providing we cannot repair or replace the item, they may obtain a refund. A refund will be made in the same tender as the original purchase. Please note the product returned must be in resalable condition as mentioned above unless faulty or otherwise defective - the money back guarantee does not apply to DVD's, software, except where the product is deemed faulty.
3. Credit Note
The issuing of credit notes provides an alternative to a refund or exchange. These credit notes can be used to purchase anything from the www.kiwivelo.co.nz online store. Credit notes can not be exchanged for cash.
Note: We cannot refund postage or packaging charges on any returned products.