If for any reason you are not completely satisfied with your purchase upon receipt, please follow these procedures to ensure a prompt replacement, credit or refund.

Returned goods must be returned within 14 days (for refunds) of receiving the item and be un-opened and in original packaging with original tags attached.

Should you return the item after 14 days or the packaging is damaged or not supplied we will either offer you a partial or full store credit. No refunds will be processed after 14 days.

We do not accept any returns after 30 days.

Should there be a fault with any product we will meet our obligations under the Consumers Guarantees Act.

1. Give us a call on 0800 KIWIVELO or 09 489 5494, we would like to quickly discuss your return before you send it back.

2. Using a good carton, return package via insured Courier Post Mail or other Parcel Carrier of your choice. 

3. Please include the return form found here stating the purchaser's name, address, e-mail address and order number if known and a detailed explanation for the reason of return.

4. Send returns to:

33-35 Barrys Point Road
North Shore City 0622
New Zealand.

5. Keep a record of your shipment until you have received your replacement, credit or refund. For additional information, please contact our Customer Service department at 0800 5494 83 or e-mail us at

You MUST fill out a returns form or your return will not be processed. The return form can be found here, and is fillable on your device.


Returns Policy

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;
• DVDs
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, Kiwivelo will offer 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 -

1. Exchange

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. Store Credit 

The issuing of store credits provides an alternative to a refund or exchange. These store credits can be used to purchase anything from the online store. Store credits can not be exchanged for cash.

Note: We cannot refund postage, packaging, and administration charges on any returned products

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