Refund policy

Refunds, Returns & Exchanges Policy

Kiwifinds – New Zealand

Change of Mind / Personal Preference

Under New Zealand consumer law, we are not required to provide refunds for change-of-mind purchases. Please choose carefully before placing your order.

Change of mind includes (but is not limited to):

  • Deciding you no longer want the item

  • Ordering the wrong product

  • Finding the item cheaper elsewhere

  • Failure or refusal to collect an order once prepared

  • Personal preference or individual suitability (e.g., you don’t like the item, it does not meet your expectations, or feels different than expected)

Refunds are not available for these situations.

At our discretion, we may offer an exchange or store credit within 3 days of delivery, provided the item:

  • Is unused

  • Is in original condition

  • Includes all original packaging and invoice

Any price difference must be paid by the customer.
No cash, card, or payment-method refunds will be issued for change-of-mind returns.

Return shipping costs are the responsibility of the customer.

Orders & Pickup

All orders placed on our website are considered final once confirmed and processed and cannot be cancelled.

Failure to collect an order does not constitute cancellation and does not make the order eligible for a refund or exchange.

Faulty Goods – Consumer Guarantees Act 1993

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993.

If a product is faulty, damaged, or does not meet acceptable quality standards, you are entitled to a remedy under the CGA.

Please notify us within 3 clear days of receiving the item if you believe it is faulty or damaged.

Assessment of Faulty Returns

Returned items will be inspected.

If a product claimed as faulty is found to be in full working order or the issue is due to misuse, accidental damage, or normal wear and tear, the customer will be responsible for:

  • Return shipping costs

  • Any additional courier or handling charges

Remedies for Faulty Products

Where a fault is confirmed, we may:

  • Repair the product within a reasonable time, or

  • Replace the product with the same or similar item

A refund will be provided only where a repair or replacement is not reasonably available or where the fault is considered a major failure under the Consumer Guarantees Act.

Approved refunds will be processed using the original payment method. Processing times may vary depending on banks or payment providers.

Transit Damage

If your item arrives damaged, you must notify us within 48 hours of delivery.

Clear photos of the product and packaging must be provided before returning the item. This allows us to assess the issue and lodge a claim with the freight provider where applicable.