Cancellation/Refund policy

Order Cancellation

Orders can be cancelled prior to shipping. If you need to modify or cancel a paid order, please contact us within 2 hours. Once the packaging and shipping process has begun, cancellations are no longer possible.

 

Refund Policy

For our customer's peace of mind and satisfaction, we have a comprehensive return/refund policy in place to ensure a hassle-free shopping experience

We can accept the refund under the following conditions:

  • Product not delivered more than 30 days of ordering (15 days more than the expected delivery timeframe)
  • Product damaged during delivery: If your product arrives damaged due to mishandling during shipping, we will initiate a refund once we receive evidence of the damage. This evidence will be compared with the courier-delivered image before processing the refund.
  • Product sent to the wrong address: If the product is mistakenly delivered to an incorrect address due to an error on our part, we will initiate a refund once the issue is confirmed.
  • Product with faulty functionality: If the product does not function as intended or is defective, we will accept the return and issue a refund after verifying the fault.
  • Product sent with the wrong options: If the product received does not match the specifications or options selected during purchase, we will refund the amount after confirmation of the discrepancy.

Condition for refund: 

  • We require a video or photo showing the problem to approve the refund. Refund requests cannot be processed without this necessary proof. 
  • Refund requests must be submitted within 2 days of delivery by emailing “contact@kiwinx.co.nz”
  • To ensure a 100% refund approval, the video must clearly show the faulty part of the product.
  • Refunded money will be returned to the original payment method or card used for the purchase.

We cannot accept refund requests under the following conditions:

  • Change of mind: Refunds will not be provided in case of change of minds after making a purchase, so customer's are requested to choose product very carefully before making purchase.
  • Product is not as expected: Refunds will not be provided if the product does not meet personal expectations or preferences. Kiwinx request all customers to choose products carefully before adding them into cart.
  • Slightly damaged packaging: International air shipping may result in minor damage to the packaging. Kiwinx cannot guarantee 100% perfect packaging condition due to the nature of long-distance international transit.
  • Order is delayed by less than 10 working days: Refunds will not be processed for orders that are late by fewer than 10 working days beyond the expected delivery timeframe.
  • Incorrect shipping address: Refund will not be issued in case of incorrect shipping address provided by customer. 

 

Exchange Policy

We only offer exchanges for products that are faulty or defective. If you receive a faulty item, we will replace it with a new product at no additional cost to you. We will also cover the shipping costs for returning the faulty item and sending you a replacement.


Please note:
- Exchanges are only available for faulty or defective products (proof required)
- The shipping timeframe for replacements remains 7-14 working days.

For any exchange requests, please contact us at contact@kiwinx.co.nz with details and evidence of the issue. We'll be happy to assist you in resolving the matter promptly."