Refund policy

Returns & Refunds Policy

We want you to be completely satisfied with your purchase. If you need to return an item, please contact us before sending it back so we can discuss the best way to assist you.

Change-of-Mind Returns

We accept change-of-mind returns subject to the following conditions:

  • Contact us within 14 days of receiving your order to request a refund.
  • Products must be unused, unopened and in their original, resalable condition.
  • All original packaging, labels and tags must be intact and included.
  • Proof of purchase is required.

Approved returns received within 14 days may be refunded to the original payment method.

Returns requested after 14 days may, at our discretion, be accepted for an exchange or partial or full store credit. We do not accept change-of-mind returns more than 30 days after delivery.

Under New Zealand law, you are not automatically entitled to a refund or exchange if you change your mind. This policy is an additional benefit offered by Kiwivelo.

Exchanges

Eligible products may be exchanged for another size, colour or product of the same value. If the replacement product costs more, you will need to pay the difference.

All products returned for exchange must be unused and in their original, resalable condition, with all packaging, labels and tags included.

Store Credit

Where offered, store credit may be used toward any eligible purchase from Kiwivelo. Store credit cannot be exchanged or redeemed for cash.

Faulty or Incorrect Products

If your product is faulty, damaged, incorrectly supplied or does not meet the guarantees provided under the Consumer Guarantees Act 1993, please contact us as soon as possible.

Kiwivelo will assess the product and provide an appropriate remedy in accordance with New Zealand consumer law. Depending on the circumstances, this may include a repair, replacement or refund.

The conditions applying to change-of-mind returns—including original packaging and the 14- or 30-day limits—do not restrict your rights regarding faulty products under the Consumer Guarantees Act.

Return Shipping Costs

Shipping, packaging and administration charges are not refundable for change-of-mind returns. You are also responsible for the cost of returning a change-of-mind item to us.

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

How to Make a Return

Before returning an item, please contact us:

When returning your item:

  1. Pack it securely in a suitable carton to prevent damage in transit.
  2. Use a tracked and insured courier service.
  3. Include your name, address, email address and order number, if known.
  4. Include a brief explanation of why the item is being returned.
  5. Keep your tracking information until your return has been resolved.

Send approved returns to:

Kiwivelo
19 Barrys Point Road
Takapuna
Auckland 0622
New Zealand

Please do not send an item back before contacting us, as unapproved returns may take longer to process.

Your Rights Under New Zealand Law

Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.