Refund and Returns Policy

Overview

At KIWINZ Gifts we check every order before it leaves us. Even so, with any online purchase there is a small chance that an item arrives damaged, faulty, or different from what you ordered. This policy explains what to do if that happens, and how exchanges work.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, please contact us within 28 days of receiving your parcel at info@kiwinzgifts.co.nz . Please include:

Your order number
A short description of the problem
Clear photos of the item and its packaging

Once we have confirmed the problem, we will offer you a replacement, an exchange, or a refund. We will work out the best way to return the item with you and, in most cases, we will cover the cost of returning it.

Examples of when we will replace or refund an item:

A jar arrives broken or leaking
You ordered one product and received a different one
A knitwear item has a manufacturing fault, such as a split seam

Exchanges (size or colour)

If you would like to swap an item for a different size or colour, we are happy to help provided that:

You contact us within 7 days of receiving your order
The item is unworn, unwashed, undamaged and has its tags attached (trying on is fine)
You can provide your order number or proof of purchase
The item is returned to us at your own cost

Once we have received the original item and checked its condition, we will send out the replacement. If the new item costs more, we will let you know the difference to pay before it is sent.

Please send returns only after we have confirmed the details with you, to:

KIWINZ Gifts Otautahi
90 Worcester Street
Christchurch City Central
Christchurch 8011
New Zealand

Change-of-mind refunds

Please choose your items carefully, as we do not offer refunds for change of mind. Where possible we are happy to arrange an exchange as described above.

Sale items

Sale items cannot be exchanged or refunded unless they are faulty or incorrect.

International orders

Return shipping for exchanges is at the customer’s cost. We recommend a tracked service, as we cannot be responsible for parcels lost in transit back to us.
Customs duties, import taxes and the insurance fee are not refundable.

Your rights

This policy does not limit your rights under the New Zealand Consumer Guarantees Act or the Fair Trading Act. We will always meet our obligations under those laws.