Welcome to Kiwivelo

Warranties

The following terms and conditions apply to all goods purchased from kiwivelo.co.nz

Terms and conditions

Products must be in the unused condition that you received them and in the undamaged original box and packaging.The returns policy does not apply to items that are faulty/damaged – such items will need to be returned in accordance with our faulty items returns policy .

Please do not send your purchase back to the manufacturer.

All warranties MUST have a warranty form filled out accompanying the returned item(s) - Warranty Form found here.

What do I do if an item fails once it's been used?

All goods supplied by Kiwivelo.co.nz are from official sources and are covered by the normal manufacturers warranty. Certain products need to be returned to our suppliers, for inspection and possible repair, before a credit can be issued.

Due to health and safety regulations, we request all used clothing to be washed prior to returning back to us. Failure to do this will result in us having to send them back to you, as we will be unable to inspect these goods.

Once we receive the goods and completed returns form:

  1. If you request a refund we will refund you, by the method used to pay for the order (this may take up to 10 working days to appear as cleared funds) for the goods and postage. If you paid through WorldPay we will issue vouchers for the postage.
  2. If you requested us to despatch a replacement we will either,:
  • If you paid for your order by card through your Kiwivelo.co.nz account

Refund your card we have on your account (this may take up to 10 working days to appear as cleared funds) for the goods and postage then despatch and recharge a replacement.

  • If you paid for your order using PayPal

Refund your paypal account for the postage only and despatch a replacement.

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What do I do if an item is faulty when it's delivered?

Send us an email before sending us back the goods, stating what the fault is. (sales@kiwivelo.co.nz)

Once we receive the goods:-

  1. If you request a refund we will refund you, by the method used to pay for the order (this may take up to 10 working days to appear as cleared funds) for the goods and postage.
  2. If you requested us to despatch a replacement we will either,:
  • If you paid for your order by card through your kiwivelo.co.nz account

Refund your card we have on your account (this may take up to 10 working days to appear as cleared funds) for the goods and postage then despatch and recharge a replacement.

  • If you paid for your order using PayPal

Refund your paypal account for the postage only and despatch a replacement.

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Return Items

  • We will happily refund or exchange any item purchased on kiwivelo.co.nz.
  • We will credit full return postage costs up to $50.00, unless the item ordered is the wrong size or is deemed 'unsuitable'. For more on return postage click here.
  • Returned goods must be unused and supplied with their original packaging undamaged also.
  • All returns must have a completed returns form
  • When your refund is processed, the funds will be returned to the original payment method.
  • If you have paid with card, we will credit the card we have on file for you this may take up to10 working days to appear as cleared funds.

If you have any questions please contact sales@kiwivelo.co.nz

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Exchanges

If you require a replacement item in exchange for the item you are returning you will need to create a new order for the replacement item you require. Or you can chose to post your return to our New Zealand address and we will be able to process an exchange for you. 

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What do I do if an item doesn't fit or I don't like the colour?

Please return it to us within 30 days. Just complete our returns procedure before sending us back the goods. Returned goods must be unused, and supplied with their undamaged original packaging.

Goods, with returns forms will be refunded by the method you used to pay for your order. This may take up to 10 working days to appear as cleared funds.

To return goods click here.

For more information on returning bikes please click here.

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Who pays the postage on returned Items?

If you return something due to it being unsuitable or not fitting correctly, you will need to pay the postage costs to return it to us.

If you return something due to it being faulty we refund up to $50 carriage. If your return exceeds this amount please contact sales@kiwivelo.co.nz and we can arrange collection for you. Please state a date and collection address (not Saturday or Sunday) where the goods can be collected.

We recommend you use recorded delivery or registered post to return items so as to cover yourself against loss.

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How quickly will kiwivelo.co.nz process the return?

We aim to process all returns on the day they arrive with us. Sometimes we don't manage to do them all but your return will be dealt with in five working days.

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What happens if kiwivelo.co.nz is out of stock of the replacement item?

 If you paid for order by card through your Kiwivelo.co.nz account

  • We will refund your card we have on your account (this may take up to 10 working days to appear as cleared funds) for the goods and postage then despatch and recharge a replacement when it comes into stock.

 If you paid for order using PayPal

  • Refund your paypal account for the postage only and despatch a replacement when it comes into stock.
 

How do I know if kiwivelo.co.nz has processed my return?

 If you go to the your account section of www.kiwivelo.co.nz, log in with your email address and password. You can see the status of all your orders from there.

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