Kiwi kick stars MUG

At Kiwi Kick Stars, we’re committed to ensuring you’re satisfied with our products.

If you’re not entirely happy with your purchase, or if there’s a fault, we’re here to help.

Our return policy follows New Zealand’s consumer laws, ensuring fair treatment and protection for our customers.

1. Change of Mind Returns

If you’d like to return an item simply because you’ve changed your mind, we offer a flexible 14-day return policy. Here’s how it works:

• Eligibility: Items must be unused, in their original condition, and with all tags attached.
• Exclusions: Customised or personalised products are not eligible for change-of-mind returns.
• Return Process: Contact our team at info@kiwikickstars.com within 14 days of receiving your order, and we’ll provide guidance on the return steps.
• Refunds: Once your item is received and inspected, we’ll issue a store credit or exchange.

2. Faulty or Defective Products

In line with the Consumer Guarantees Act, all of our products are sold with a guarantee of acceptable quality and fit for purpose. If you discover a fault or defect in any item, we will meet our obligations to remedy this.

• Eligibility: To qualify, please notify us within a reasonable timeframe upon discovering the fault. We may ask for photos or details to assess the issue.
• Return Options: You may choose between a repair, replacement, or refund, depending on the extent of the fault and your preference.
• Exceptions: Damage from misuse, accidental damage, or general wear and tear is not covered under this policy.

3. Incorrect Item or Order Issue

If we’ve made a mistake with your order, such as sending the wrong item, please let us know within 7 days. We will resolve this promptly by either:

• Sending the correct item at no additional cost to you.
• Arranging for the incorrect item to be returned, free of charge.

4. Refunds and Processing Time

• Processing Time: Refunds are processed within 7 business days of receiving your returned item.
• Payment Method: Refunds will be made to the original payment method unless otherwise requested.
• Shipping Costs: For change-of-mind returns, customers are responsible for return shipping costs. In cases of faulty products or incorrect items, Kiwi Kick Stars will cover the shipping expenses.

5. How to Return an Item

• Contact Us at [email address or phone number] with details of your return request.
• Package Your Item securely, with all original packaging and tags attached.
• Send Your Item to the address provided by our team.

Questions?

For any questions or additional information, please reach out to our support team at info@kiwikickstars.com. We’re here to help make your experience with Kiwi Kick Stars as smooth as possible.

This policy ensures compliance with New Zealand consumer laws while providing a clear, fair, and friendly approach for our customers.

Welcome to our Shipping Policy! We want to ensure you have a clear understanding of how we handle the shipping and delivery of your orders.

We adhere to New Zealand Consumer Law to provide you with a fair and reliable service.

1. Shipping Options and Rates

• We offer standard and express shipping options, with rates calculated based on the size, weight, and destination of the order. Any applicable shipping charges will be displayed at checkout.
• Free standard shipping is available for orders over $70, which will be automatically applied at checkout.

2. Processing Time

• Orders are typically processed within 1-2 business days. During peak seasons (like holidays or major promotions), please allow an additional 1-3 business days for processing.
• You will receive a confirmation email with tracking information as soon as your order has shipped.

3. Estimated Delivery Times

• Standard Shipping: 3 - 5 business days within New Zealand.
• Express Shipping: 1 - 2 business days within New Zealand.
• Please note, rural or remote areas may experience slightly longer delivery times.

4. Tracking Your Order

• All orders include tracking information. Once your order ships, you’ll receive an email with a tracking link. You can use this to monitor your package’s progress.

5. International Shipping

• Currently, we ship within New Zealand only. For customers outside of New Zealand, please contact our customer service team to discuss shipping options.

6. Failed Delivery or Incorrect Address

• It is the customer’s responsibility to provide accurate shipping details. If a package is returned to us due to an incorrect address, additional shipping charges may apply to re-ship your order.
• If you realize there’s an error in your shipping details after placing your order, please contact us immediately. We’ll do our best to update it before shipping, though this may not always be possible.

7. Lost or Damaged Packages

• We ensure all orders are carefully packaged, but if your item arrives damaged or goes missing during transit, please contact us within 14 days of the estimated delivery date.
• If your item is damaged, we will ask for photos of the damage and, in most cases, will arrange for a replacement or refund.

8. Delayed Delivery

• If your order has been delayed beyond the expected delivery time, please reach out to our customer service team. We’ll investigate with our carrier partners and provide an update.

9. Contact Information

• If you have any questions about shipping, delivery, or need help with your order, please contact our customer service team at info@kiwikickstars.com