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, sent it back to us and waited 1-2 business days for us to respond to your request, as this will cause unnecessary delays in getting your request processed.
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.
***Please read through the following information in regards to whether your return pertains to an Exchange, a Fault, or a Refund***
In all cases, once we have responded to your returns request, your item must be sent to us on a trackable service, within 3 business days (for Sizing Exchanges and Faults) of receiving your response to:
DS Global Ltd
Mount Kiwi Clothing
5 Royal Oaks Lane
R.D.6
Newstead 3286
NEW ZEALAND
- The shipping costs for us to send exchange items is at the expense of the customer. This is a flat fee of $11.00 within NZ. Payment is to be made to: DS Global Ltd, 06-0369-0082085-00. Ref: yourordernumberPOST (e.g; if your order number is 9896, your reference will be '9896POST').
- 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 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.
SIZING EXCHANGES
In the event that you have ordered an incorrect size, please fill in 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. Should your preferred sizing be out of stock, a credit note will be issued.
*Please note: the shipping costs incurred as a result of sizing exchange requests are at the expense of the customer. Please include additional trackable return courier stickers with your parcel for us to send your new item out to you (do not send us a courier bag as we will provide the necessary packaging).
FAULTS
All Mount Kiwi products carry a guarantee on faulty workmanship and materials. Our quality control team inspect all outgoing purchases, to ensure the products you receive meet our quality standards. However, if you do receive a faulty or damaged product, please fill in the Returns Request form at the bottom of this page within 3 days of receiving your faulty item. We will then contact you within 1-2 business days to request a return via trackable courier. Upon receiving your returned item/s it is at the discretion of Mount Kiwi to determine fault upon inspection. Upon accepting the fault of the product, we firstly have the option to repair the item (if the item can be repaired without compromising the outward appearance of the garment). Otherwise we have the option to replace it for the same product, in the same size. Should the same product be out of stock you will be then be given the option to be issued either a credit note for an alternative item of the same value or a full refund. Your return postal charges will be reimbursed to the account from which your purchase was made 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.
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 been shrunk are not considered to be faulty.
Items that are damaged as a result of wear and tear are not considered to be faulty.
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 replacement is not available.
We do not issue refunds for changes of mind on purchased items.
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 in the event you have ordered an incorrect size. In this instance a sizing exchange will be offered. If the size you require is not available, a credit note will be issued.
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.
