Kiwi Shack Returns & Refunds Policy

Last updated: 22 September 2025

At Kiwi Shack, we want you to be completely satisfied with your purchase. If something isn’t right, we’ll do our best to make it right. This policy explains when and how you can return items, request refunds, or resolve issues under New Zealand law.

Change-of-Mind Returns

You may return most items within 30 days of delivery if they are in original, unused, and resalable condition.
Resalable condition means the product is unused, unwashed, with original tags attached and in the original packaging.
You are responsible for return shipping costs for change-of-mind returns.
Once received and inspected, we will issue a refund for the item price (excluding original shipping fees).
No restocking fee applies for items in resalable condition.
If the item is not in resalable condition, we may apply a reasonable deduction to your refund.

Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or not what you ordered, please contact us immediately.
We will cover all reasonable return shipping costs in these cases.
Depending on the situation, we will arrange a repair, replacement, or full refund in accordance with the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

Items Not Eligible for Return

Certain products cannot be returned unless faulty or damaged:

Perishable goods
Personal care items
Gift cards
Items marked “Final Sale”

How to Start a Return (RMA Required)

Email us at support@kiwishack.co.nz with:
- Your order number
- The item(s) you wish to return
- Reason for return (change-of-mind / faulty / incorrect)
- Photos or video if the item is faulty or damaged
We aim to respond with a Return Authorisation (RMA) within 1 business day.
Once approved, you will receive the return address and courier instructions by email. Our returns are processed at our Auckland warehouse; the full address will be provided with your RMA approval.
Please do not send items back without an RMA.

Refunds & Processing Time

We’ll email you once we’ve received and inspected your return. We aim to complete this within 2 business days of receipt.
If approved, your refund will be processed back to your original payment method.
Refunds usually appear within 5–10 business days.
Card and bank processing times may vary. If more than 15 business days pass without your refund arriving, please contact us.
Original shipping fees are non-refundable for change-of-mind returns.

Exchanges

For faster service, please place a new order for the replacement item and return the original item for a refund.
Alternatively, we can issue store credit if preferred.

Consumer Rights

Nothing in this policy limits your rights under New Zealand law, including the Consumer Guarantees Act 1993 and the Fair Trading Act 1986.

Contact Us

If you have any questions about this policy or wish to start a return:

Email: support@kiwishack.co.nz

We are here to help and aim to respond within 1 business day.