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Returns Policy

Before making a purchase from Mount Kiwi we urge you to read through our Returns Policy below to ensure you’re clear in regard to our Returns procedure & terms in the event you may wish to return your purchase for any reason.  

As a Mount Kiwi customer, your satisfaction with your purchase is our priority.  Not quite the right fit?  Think you might prefer a different style?  Decided it's 'just not you', after all?  We've got you covered with our stress-free & no-hassle 10-day Returns Policy.

Just a reminder though... 

 - NZ Returns MUST be received back at our warehouse within 10 days of them having been delivered to you.  International returns must be on their way back to us within 5 days of receipt. Items received/sent outside these time-frames will not be accepted by our warehouse and will either be returned to the customer at their own expense, or a store credit will be issued.   Mount Kiwi has the right to refuse any return if the product isnot returned within the stipulated time-frame. 

- Mount Kiwi has the right to refuse any return if it is not in its original condition.  Swingtags must still be attached, items must be unworn & unwashed.  The soles of slippers must not show any signs of wear, dirt or marks of any kind.

Please ensure you inspect your received purchase immediately upon delivery whether the item purchased is for yourself, or to be gifted to a third-party at a later date.  In the unlikely event of a faulty item having been received, faultsmust be reported to us within 3 days of receipt.  

-  All items (including promotional items in the instance of a change-of-mind refund) must be returned in the brand-new condition in which they were shipped (unworn, unwashed, and with the original swing-tags still attached). 

 -  Mount Kiwi doesn't take responsibility for any items lost in the process of returning to us.  For your own peace-of-mind we recommend only sending items back to us on a trackable, signature-required service.

 

NEED A SIZING EXCHANGE? 

No problem!  Simply fill in your details on the Returns form enclosed with your purchase and send both the form & your purchase back to us ensuring they are received by our warehouse no later than 10 days after them having been delivered to you (international customers, please see below).  The cost of shipping item/s back to us is the responsibility of the customer (please note: we are a RURAL address).  Once we've received your return, we’ll get your new size sent to you within 2-4 business days, free of charge. A shipping confirmation email containing your new tracking details will be sent to you at this time.  If the item you want isn't available, we'll notify you by email and offer you either a store credit, or a refund.

  • Our policy lasts 10 days. If 10 days have gone by since you received your purchase, and we have not received your return, unfortunately we can’t offer you an exchange.  A store credit will be issued instead. 

For our Australian customers, returns must be on their way back to us within 5 days of you having received them.  The cost for us to reship a replacement item is a flat fee of NZ$30.  We will forward you an invoice for this, payable online.  

For all other international customers, returns must be on their way back to us within 5 days of you having received them. The cost for us to reship a replacement item is a flat fee of NZ$50, worldwide.  We will forward you an invoice for this, payable online.

 

PREFER A DIFFERENT STYLE?

No problem!  Simply fill in your details on the Returns form enclosed with your purchase and send both the form & your purchase back to us ensuring they are received by our warehouse no later than 10 days after them having been delivered to you. The cost of shipping item/s back to us is the responsibility of the customer.  Once we've received your return, we’ll get your new style sent to you within 2-4 business days. A shipping confirmation email containing your new tracking details will be sent to you at this time.  If the item you want isn't available, we'll notify you by email and offer you either a store credit, or a refund.

For our Australian customers, returns must be on their way back to us within 5 days of you having received them.  The cost for us to reship a replacement item is a flat fee of NZ$30.  We will forward you an invoice for this, payable online.  

For all other international customers, returns must be on their way back to us within 5 days of you having received them. The cost for us to reship a replacement item is a flat fee of NZ$50, worldwide.  We will forward you an invoice for this, payable online.

PLEASE NOTE: Mount Kiwi does not offer "free returns" for style exchanges by building (hiding) the cost of handling, processing & reshipping possible exchanges into the original cost of your purchase.  This allows us to keep our products more affordable for everyone.  Therefore, for the relatively small number of our customers who may wish to carry out a style exchange, the cost to handle, process & re-ship an alternative item is a flat fee of $15.00 within NZ.  This is payable to DS Global Ltd, 06-0369-0082085-00.  Ref: Your 4-digit order number (as shown on your Order Confirmation email). 

 

ITEM FAULTY, OR INCORRECT? 

Please ensure you inspect your item immediately upon delivery whether the item purchased is for yourself, or to be gifted to a third-party at a later date.

If you discover a fault or have been sent an incorrect item, please email us your order number at contact@mountkiwi.co.nzwithin 3 days of receipt to let us know what the issue is and we’ll email you a return shipping label so you can send your item back to us.  For international customers, we will request that you send your item back to us at your own initial expense and we will refund you the shipping total as per the shipping value shown on your return parcel within 2-4 days of receipt.  Mount Kiwi does not, under any circumstances, ship replacement items before receiving the original faulty or incorrect items back to our warehouse first. 

Please note: Mount Kiwi is not responsible for, nor required to repair or replace items that are faulty or incorrect upon arrival when we have not been notified within 3 days of them having been received. Once received back at our warehouse, we will then:  

  • repair the item if it is a minor fault & if the item can be repaired within 10 days without compromising the outward appearance and/or the functionality of the garment.
  • replacethe item for the same product, in the same size, if the item cannot be repaired (or if repair is not applicable in the instance of sizing issues) 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, in the same size, is unable to be replaced due to not being immediately available (as above).
  • For faults that occur within 12 months of purchase we will request that the customer returns the item back for inspection.  If the fault is deemed to be from wear & tear, or negligence, a remedy will not be provided.  If a fault is deemed to have occurred due to faulty manufacturing a remedy, as listed above, will be provided.    
  • Items damaged between the time they leave our warehouse and the time they are signed for by the customer upon delivery ('damaged-in-transit') are not deemed faulty by way of a manufacturing defect and will be replaced, if available, within 2-4 business days of being received back to our warehouse.  If a replacement is not available, a full refund will be issued or the customer has the option to accept a store credit if preferred.
  • 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.
  • Our policy lasts 10 days. If 10 days have gone by since you received your purchase, and we have not received your return, unfortunately we can’t offer you an exchange. 
  • All international 'Faulty or Incorrect' returns must be on their way back to us within 5 days of you having received them. 

 

CHANGE-OF-MIND REFUNDS

Don't love your purchase?  Don't worry!  Simply fill in your details on the Returns form enclosed with your purchase (please notify us if this has been misplaced/not received), and send both the form & your purchase back to us ensuring they are received by our warehouse no later than 10 days after them having been delivered to you.  

  • Original shipping costs (if any), are non-refundable. 
  • Returns for items purchased using third-party payment providers (Laybuy or Afterpay) will be subject to a $10NZD service fee deducted from the refund total.
  • The cost of returning the item to us for refund is at the expense of the customer.
  • Once your return has been received and accepted for refund, we will refund you via your original method of payment within 2-4 business days. At that time, you will receive an automatic email notifying you of your refund having been processed by us.  However,  please then also allow an additional 3-5 business days for a refund to show in your account while Visa, Mastercard, AfterPay or LayBuy also process your refund at their end.   
  • Any promotional giveaways that may have been included with your order must also be returned in order for your purchase to be refunded.
  • Our policy lasts 10 days. If 10 days have gone by since you received your purchase, and we have not received your return, unfortunately we can’t offer you a refund and a store credit will be issued instead.  This includes in the instance of items having been received as gifts.  Please contact Mount Kiwi at the time of purchase if you require a returns period outside of our 10-day return time-frame to be applied to your order due to the item/s purchased being a gift.
  • For international 'Change-of-Mind' refunds, returns must be on their way back to us within 5 days of you having received them.

 

GIFT CARDS

  • Mount Kiwi Gift Cards are electronic.  We do not issue physical gift cards.
  • They may be purchased online and emailed to either the purchaser or directly to the recipient.  Please choose your preference at checkout.  
  • They have no expiry date.
  • Once purchased, they are non-refundable. 
  • Items purchased with Mount Kiwi Gift Cards may be returned within 10-days for a change of mind refund (please see above).  As all refunds are credited back to your original method of payment, your refund will be credited to your Gift Card.  You will receive confirmation of this via an automated confirmation email. 
  • They are non-redeemable for cash.
  • If you have misplaced your Gift Card code, please get in touch with us at contact@mountkiwi.co.nz for assistance. 

 

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.

 

STORE CREDITS

  • In the event you've been issued a store credit for product/s, the credit is only redeemable against further product/s.  It is not redeemable for cash. 
  • Store credits are not redeemable against any applicable shipping costs.
  • In the event the customer purchases product/s of a lesser value than their available store credit, a new store credit will be issued to the value of the remaining balance, via email, within 2 business days of the customer's most recent purchase.   
  • Store credit balances are not refundable. 
  • Store credit balances have no lifetime limit. 

 

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

Gift Cards

Refund, Replacement, Repair

 

 

 

 

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