Returns and Refunds

Buy Kiwi is a marketplace that connects consumers with New Zealand owned businesses (Sellers). 

Buy Kiwi holds the highest regard for the customer experience provided by the Sellers to consumers.

Return and refund requests are to be made within 180 days of receipt of goods. The date of the receipt of goods is defined as the date of confirmed delivery, or if click and collect, the day of collection.

In the event of any dissatisfaction with a purchase on the Buy Kiwi marketplace, the Seller should be first contacted and reasons outlined for the dissatisfaction be provided to the Seller, and it is expected all Buy Kiwi Sellers respond with fairness and within a “reasonable timeframe” which we consider to be within 3 business days.

The seller’s details can be located on your Buy Kiwi invoice or by logging into your Buy Kiwi account and checking your order history.

All products sold on Buy Kiwi are likely to come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. 

If you believe that you have a claim under the Consumer Guarantees Act 1993, you may have the right to a replacement or a refund. 

Under the Consumer Guarantees Act 1993, you have certain rights and guarantees in relation to products you purchase. These rights and guarantees are actionable against suppliers (i.e. our Sellers) and/or the product manufacturers. 

However, to ensure you have a great buying experience, we also offer a Buyer Guarantee, which is intended to align with your rights under the Consumer Guarantees Act 1993. 

Please see our Buyer Guarantee  which outlines the process to follow if you believe you have the right to a replacement or refund, or if you think your goods have been damaged or lost during delivery, and the dissatisfaction has been raised with Seller, and you are not in agreement with the response from the Seller.

As set out in the Buyer Guarantee, you must lodge any complaint you may have by emailing support@buykiwi.co.nz.  Once your complaint has been lodged, we will liaise with the relevant Seller to resolve your complaint. Buy Kiwi attempts to resolve complaints as quickly as possible and relies on you to promptly provide all the information needed to resolve your complaint.

If free shipping is applied to your order, and you return the item due to a change of mind, the cost of shipping & return shipping, at the Sellers discretion, may be deducted from the refund.

If you request an order to be cancelled due to a “change of mind”, a fee for transaction charges incurred and administration costs may be deducted from the refund.

The Buy Kiwi Returns Policies includes, and does not seek to exclude or limit, the rights you have under the Consumer Guarantees Act. Our goods come with guarantees that cannot be excluded under the New Zealand Consumer Law. 

The warranties that we offer and provide pursuant to our Terms and Conditions are in addition to the consumer warranties and guarantees under the New Zealand Consumer Law.

We will always strive to ensure you are happy with your purchase & our Seller’s service, we strive to operate within our legal obligations & our above policies.