Refund & Return Policy
Not in love with your new purchase and request order modifications? Please contact our customer service team by e‑mail at info@kiwidition.nz, we would be happy to help you sort your issue out and find the best solution for you!
Order Modifications or Cancellation
After your order has been placed, you have 24 hours to contact our customer service team by e‑mail at info@kiwidition.nz and request order modifications or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified.
Damaged/Incorrect Order
We are doing our best to ensure product quality and order accuracy. However, it may happen that you receive a damaged item or incorrect product. Thankfully it is rather unusual! But, if it is the case, we guarantee a 100% satisfaction to all of our customers by offering a free replacement order or a refund on the affected items.
All we need is your order number and a clear photo showing either the incorrect item or the damaged area of the item. Please contact our customer service by e‑mail at info@kiwidition.nz and one of our helpful support staff will organize a free replacement order or a refund for you!
Order not received
If your item has not arrived within 60 days after having ordered, contact our customer service by e‑mail at info@kiwidition.nz for a free replacement order or a full refund of your purchase.
Please note: This policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.
Returns
In most cases, we will replace defective items or an incorrect order simply by receiving a photograph showing the specific problem with the product and by including the order number.
To return your items, you should contact our customer service by e‑mail at info@kiwidition.nz prior to shipping any product back to our company.
Please note: We will only honor returns or exchanges on orders placed with Kiwidition directly.
New and unused items with hang tags intact that have been successfully received by customers within 7 days are eligible for returns or exchanges. Once 7 days have elapsed from the date of receiving a parcel, refunds and exchanges will no longer be accepted. We are not responsible for any articles belonging to customers left inside the bag.
Please note: You will take responsibility for paying the shipping costs to return. Items in used condition are not eligible for refunds or exchanges.
Refunds (if applicable)
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.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, 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 at info@kiwidition.nz.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@kiwidition.nz to obtain instructions about returning adress.
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 at info@kiwidition.nz to obtain instructions about returning adress.
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.
You should consider using a trackable shipping service or purchasing shipping insurance otherwise we don’t guarantee that we will receive your returned item.
Please note: Once your order has been shipped, it is in the care of the courier or postal service. We are not liable for any errors made by these services, nor are we responsible for lost, stolen or damaged packages. If a package is lost or damaged, contact your local post office with your tracking number. Items shown as DELIVERED to the shipping address provided by the customer but that have not been received are the responsibility of delivery service.