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Returns Policy

IMPORTANT:
- All returns, regardless of reason, MUST be requested via the Mount Kiwi Returns Request Form at the bottom of this page.
- Please do not send anything back without having first filled in the form, pressed the 'Submit' button, and waited 1-2 business days for us to respond to your request.
- Sending items back to our warehouse without having first submitted your Returns Request Form will cause unnecessary delays in getting your request processed.
- Once your return has been accepted, and you have been notified by email, returns must then be received by us within 14 days. 
 
 

Mount Kiwi is 100% dedicated to providing quality products and services to our customers. We hope you’ll love what you’ve ordered, but if something isn’t right, please let us know.  We will always meet our requirements under the NZ Consumer Guarantees Act.

If you have any questions about an item, it’s best to get in touch before you purchase. We will do our best to give you more information and assist you to make the right decision. You can call us on 0800 699-665 or email us at contact@mountkiwi.co.nz.

 

Please read through the following information in regards to whether your return pertains to an Exchange, a Fault, or a Refund: 

SIZING EXCHANGES

In the event that you have ordered an incorrect size, please fill in and submit the Returns Request form at the bottom of this page within 3 days of receiving your order. Once we have received your form we will contact you via return email within 1-2 business days to confirm whether or not your preferred sizing is available and to arrange your return.  Should your preferred sizing be out of stock, the option of an alternative item, a store credit, or a refund will be offered. 

The shipping costs for us to send exchange items are at the expense of the customer.  This is a flat fee of $10.00 within NZ.  Payment instructions will be sent to you in a return email once we have received your submitted online Returns Request form. 

 

STYLE EXCHANGES (Including Style AND Sizing Exchanges)

In the event that you wish to exchange your purchase for a different style, or style AND size, please fill in and submit the Returns Request form at the bottom of this page within 3 days of receiving your order.  Once we have received your form we will contact you via return email within 1-2 business days to confirm whether or not your preferred style, or style AND sizing, is available.   Should your preferred choice be out of stock, the option of an alternative item or a store credit will be offered. 

The shipping costs for us to send exchange items are at the expense of the customer.  This is a flat fee of $10.00 within NZ.  Payment instructions will be sent to you in a return email once we have received your submitted online Returns Request form. 

 

FAULTS

All Mount Kiwi products carry a guarantee on faulty workmanship and materials (manufacturing defects). Our quality control team who pack your order inspect all outgoing purchases to ensure the products you receive meet our quality standards and are dispatched in perfect condition.  In the event that you receive a faulty or damaged product we will meet our obligations under the Consumer Guarantees Act to provide a remedy.  This remedy will be in the form of a repair, a replacement or a refund.  Upon accepting the return, we have the option to:

- repair the item if it is a minor fault & if the item can be repaired within 7 days without compromising the outward appearance and/or the functionality of the garment.

- replace the item for the same product, in the same size, if the item cannot be repaired without compromising the outward appearance and/or the functionality of the garment.  

- refund the item if it is unable to be repaired (as above), or if the same product, is unable to be replaced due to not being immediately available (as above).  

Items damaged between the time they leave our warehouse and are signed for by the customer upon delivery ('damaged-in-transit') are not deemed faulty by way of a manufacturing defect and will replaced, if available, within 1 business day of being received back to our warehouse.  If a replacement is not available, a refund will be issued.     

Care labels in the garments must be strictly adhered to.  Following the instructions of the care labels will ensure your item does not shrink when washed or dried.  Therefore, items that have shrunk when washed and/or dried are not considered to be faulty.

Items that are damaged as a result of wear and tear are not considered to be faulty. 

The costs of returning faulty items to Mount Kiwi will be covered by us in the form of us sending you a return shipping label, and your repaired/replaced item will be shipped to you free of charge.   Any international import duty or customs fees and local sales taxes (levies) charged are not refundable.   

 

REFUNDS

Refunds are only available when a faulty item is received, you have notified us of the fault within 3 days of receiving your item, and we have confirmed:

- a repair is unable to be carried out without compromising the outward appearance and/or the functionality of the garment, and within 7 days.

- an replacement is unable to be provided immediately. 

We do not issue refunds for changes of mind on purchased items. 

We do not issue refunds in the event you wish to exchange your item for a different style, or a different style AND size, and your requested style, or style AND size is out of stock.  In this instance, an alternative item or a store credit note will be issued.    

We do not issue refunds in the event you have ordered an incorrect size.  In this instance a sizing exchange will be offered.  However, if the size you require is not available, a refund will be issued.

We do not issue refunds in the event that an item has been purchased as a gift for a third-party and the recipient does not want the item.

We do not issue refunds on shipping in the case of a customer purchasing an item as a comparison against another item with the agreed intention of returning one or the other (e.g; purchasing two different sizes to decide on best fit, or purchasing two different styles as a gift for a third-party to provide choice). 

 

SALE ITEMS

Please choose carefully when purchasing sale items as sales are final.  This means no exchanges.  And no credits or refunds unless the item has been assessed as faulty.

 

PLEASE NOTE:

-  All return parcels sent to us must include your order number and the full name under which the order was placed.  Please do not send anything back without these details enclosed as this will cause delays once received back into our warehouse. 

 -  All items must be returned in the brand-new condition in which they were shipped (unworn, unwashed, and with the original swing still attached).  Mount Kiwi reserves the right to refuse returns if the product is not in its original condition.

 -  Mount Kiwi does not take responsibility for any items lost in the process of returning to us - hence why we insist on a trackable method.

 

Please click on the following links for information pertaining to the Consumer Guarantees Act and your rights & protections as a customer:

Faulty Products

Change of Mind

Refund, Replacement, Repair

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