Warranties

Warranty Claims

These terms apply to warranty claims for goods purchased from kiwivelo.co.nz.

All products supplied by Kiwivelo are sourced through official channels and are covered by any applicable manufacturer’s warranty, along with your rights under the Consumer Guarantees Act 1993.

Nothing in this policy limits or excludes your rights under New Zealand consumer law.

Before Returning a Product

Please contact us before returning any product:

Email: sales@kiwivelo.co.nz
Phone: 09 489 5494

Please do not return products directly to the manufacturer unless instructed to do so by Kiwivelo.

What Should I Do if a Product Develops a Fault?

Please contact us and provide:

  • Your name and contact details.

  • Your order number or proof of purchase.

  • A clear description of the fault.

  • Photographs or video showing the issue, where possible.

We will review the information and advise you of the next steps.

Some products may need to be returned to our supplier or the manufacturer for inspection and assessment. Depending on the outcome, the appropriate remedy may include a repair, replacement or refund.

What Should I Do if a Product Is Faulty or Damaged on Delivery?

Please email sales@kiwivelo.co.nz before returning the product.

Include your order number, a description of the issue and photographs of the product and packaging where possible. Please retain all packaging until your claim has been assessed.

We will review the information and provide instructions for returning the product if required.

Returning Used Clothing

For health and safety reasons, all used clothing must be washed before being returned for inspection.

We may be unable to inspect clothing that has not been cleaned and may need to return it to you.

Return Shipping Costs

Please contact us before arranging return shipping.

If a product is confirmed to be faulty, damaged on delivery or incorrectly supplied, Kiwivelo will meet its obligations regarding reasonable return costs under the Consumer Guarantees Act.

We recommend using a tracked delivery service and keeping the tracking information until your claim has been resolved.

Warranty Assessment

We aim to assess warranty claims as quickly as possible. Some claims may take longer where the product needs to be inspected by a supplier or manufacturer.

We will keep you informed throughout the process and contact you when an outcome has been confirmed.

Warranty Outcomes

Depending on the nature of the fault and the outcome of the assessment, the product may be:

  • Repaired;

  • Replaced;

  • Refunded; or

  • Otherwise remedied in accordance with the Consumer Guarantees Act.

If a replacement product is unavailable, we will contact you to discuss the available options.

Return Address

Please send approved warranty returns to:

Kiwivelo
19 Barrys Point Road
Takapuna
Auckland 0622
New Zealand

Please include your proof of purchase inside the parcel.

Contact Us

If you have any questions about a warranty claim, please contact:

Email: sales@kiwivelo.co.nz
Phone: 09 489 5494