Refund Policy

Returns & Refund Policy Last updated: May 2026

We want you to be happy with your purchase. This policy explains your rights and our process for returns and refunds.

1. Our Returns Policy

We accept returns on items that are faulty, damaged, or not as described. We do not accept change-of-mind returns, so please choose carefully before placing your order.

If you have received an item that is faulty, damaged, or incorrect, please contact us within 14 days of receiving your order and we will make it right.

2. How to Request a Return

To start a return, please contact us within 14 days of receiving your order with the following:

  • Your order number
  • A description of the fault or damage
  • Photos clearly showing the issue

We will assess your request and respond within 2 business days with next steps. Please do not send items back before contacting us — returns sent without prior approval may not be accepted.

3. Return Shipping

  • If your item is confirmed as faulty, damaged, or incorrect, we will cover the cost of return shipping.
  • We will provide you with a prepaid return label or arrange collection once your return has been approved.

4. Refunds

Once we receive and inspect your returned item, we will notify you of the outcome. If your return is approved:

  • A full refund will be issued to your original payment method within 5–10 business days.
  • You will receive an email confirmation when your refund has been processed.

Please note that your bank or payment provider may take additional time to post the refund to your account.

5. Exchanges

If you would like to exchange a faulty or damaged item for the same product, please let us know when you contact us and we will do our best to arrange this, subject to stock availability.

6. Items Not Eligible for Return

The following items cannot be returned unless faulty or damaged:

  • Items returned outside the 14-day window
  • Items that have been used, washed, or are not in their original condition
  • Items returned without prior approval

7. Your Consumer Rights

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. If a product fails to meet a consumer guarantee, you are entitled to a remedy regardless of our returns policy. For major failures, you may be entitled to a full refund.

8. Contact Us

To request a return or ask any questions, please get in touch:

  • Email: returns@kauribox.co.nz

This policy is governed by the laws of New Zealand.