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Refund and Returns Policy
Effective Date: May 24, 2026
Policy Version: 1.0
Welcome to KIWI GIFTS LIMITED. We want you to be completely satisfied with your purchase from www.kiwigiftsltd.com. This Refund and Returns Policy outlines the terms and conditions for returning items and requesting refunds.
1. Our Philosophy: Returns for Refund or Exchange
At KIWI GIFTS LIMITED, we stand behind the quality of our products. We are happy to accept returns for most items within a specified period. Please note, we do not offer a “refund only” option without the physical return of the item. To receive a refund, the item must be returned to us in its original condition.
2. Return Eligibility
To be eligible for a return and subsequent refund or exchange, your item must meet all the following criteria:
- Timeframe: You have 30 calendar days from the date you receive the item to initiate a return.
- Condition: The item must be unused, in its original packaging, with all tags and labels attached, and in the same condition as when you received it.
- Proof of Purchase: You must present a valid receipt or order number.
- Non-Returnable Items: Certain items are exempt from return for hygiene or safety reasons, including:
- Personalized or custom-made products.
- Gift cards.
- Items marked as “final sale” or “non-returnable” on the product page.
3. The Return Process (Step-by-Step)
Step 1: Initiate a Return Request
To start a return, you must first contact our customer service team within the 30-day window. Please reach out to us via:
- Email: bramble@kiwigiftsltd.com
- Phone: +64 3 4429055
Provide your order number, the item(s) you wish to return, and the reason for the return. We will issue you a Return Merchandise Authorization (RMA) number and instructions.
Step 2: Package and Ship the Item
Securely package the item in its original packaging, including all accessories and documentation. Clearly write the provided RMA number on the outside of the package. Important: Customers are responsible for the cost and risk of shipping the return unless the return is due to our error (e.g., wrong or defective item sent). We recommend using a trackable and insured shipping service.
Step 3: Inspection and Processing
Once we receive your return at our address (7 Ballarat Street, Queenstown 9300, New Zealand), our team will inspect the item to ensure it meets our eligibility criteria. This process typically takes 5-7 business days after receipt.
4. Refunds (Issued After Return & Inspection)
Upon successful inspection of your returned item:
- Timing: We will process your refund to the original method of payment within 10 business days.
- Amount: You will receive the full purchase price of the returned item(s). Original shipping fees are non-refundable, and return shipping costs are the customer’s responsibility.
- Notification: You will receive an email notification once the refund has been issued. The time it takes for the refund to appear in your account depends on your bank or payment provider’s policies.
5. Exchanges
If you wish to exchange an item for a different size or color, please follow the standard return process above. In your return request email, clearly state the item you would like as an exchange. Once we receive and approve your return, we will ship the replacement item. Any price difference will be charged or refunded accordingly. Items for exchange are subject to availability.
6. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us immediately at bramble@kiwigiftsltd.com or +64 3 4429055. We will arrange for a pre-paid return shipping label and expedite a replacement or full refund at no cost to you. Do not return these items without contacting us first.
7. Contact Information
For any questions regarding our Returns and Refunds Policy, please contact us:
KIWI GIFTS LIMITED
7 Ballarat Street, Queenstown, Queenstown, 9300, New Zealand
Email: bramble@kiwigiftsltd.com
Phone: +64 3 4429055
Website: www.kiwigiftsltd.com
This policy is designed to be clear and fair. We reserve the right to modify this policy at any time, with changes effective upon posting to our website.