Returns
We carefully examine each product before it is sent to you and our staff checks the order. As a large percentage of our goods are handmade please note that some minor imperfections and variations are to be expected.
Please choose your products carefully as we do not refund products unless the item is faulty, but we are happy to exchange a product for another item of your choice.
Our returns and exchange policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Additional non-returnable items:
- stickers
- extra silicone boot
- other accessories
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Please be aware that under NZ Law we are not required to offer a refund if you change your mind. So please choose carefully.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If you are denied a refund we will return the goods to you at your request. You will be responsible for any shipping costs.
Late or missing refunds
If you haven’t received a refund within 7 days, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us using the contact form under 'Contact Us' at the bottom of this page.
Sale items
Only regular priced items may be refunded, unfortunately, sale items or bargain items cannot be refunded.
Exchanging items
We are happy to exchange goods for the same value or more if you find that the item you have purchased does not meet your requirements. You will be responsible for all shipping costs. Goods must be returned in its original condition (not worn or used) and proof of purchase must be provided.
If you wish to exchange an item for a different product or colour we require the following:
1. Please contact us using the contact form under 'Contact Us' at the bottom of this page within 5 days of receiving your order.
2. The item must not be damaged or worn, in its original condition and packaging with labels attached.
3. We will discuss the best option for returning the clothing item to KiwiKool Limited.
4. Once KiwiKool Limited receives the original product and confirms its condition we will send a replacement item.
5. You will be responsible for any shipping costs associated with this exchange.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, please contact us on info@kiwikool.co.nz
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you ship an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Cancellation of Order
You may cancel an order provided it has not been dispatched from our warehouse. If it is possible to cancel your order we will refund the order amount to the credit card you used at the time of purchase.
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