Refund policy
The Better Kiwi Company is a marketplace that connects customers with New Zealand-owned businesses ("Sellers").
We care deeply about providing a positive shopping experience and expect all Sellers on our marketplace to deliver great service and support to their customers.
Returns and Refunds
Any request for a return or refund must be made within 10 days of receiving your order. Receipt of goods is considered to be:
- The date your order is confirmed as delivered.
If you're unhappy with a purchase, we ask that you first contact the Seller directly and explain the reason for your concern. We expect all Sellers on The Better Kiwi Company marketplace to respond fairly and within a reasonable timeframe, which we consider to be within 3 business days.
You can find the Seller's contact details on your invoice or within your account order history.
Your Rights Under the Consumer Guarantees Act
Most products sold through The Better Kiwi Company are covered by guarantees under the Consumer Guarantees Act 1993, which cannot be excluded.
If you believe a product does not meet these guarantees, you may be entitled to a replacement, repair, or refund.
Your rights under the Consumer Guarantees Act apply directly to the Seller and/or the manufacturer of the product. To help make the process easier, we also offer our Buyer Guarantee, which is designed to support and align with your rights under the Consumer Guarantees Act 1993.
If You Need Further Help
If you believe you're entitled to a replacement or refund, or if your order has been lost or damaged in transit, and you've already raised the issue with the Seller but are unable to reach an agreement, you can contact us for assistance.
To lodge a complaint, please email email@thebetterkiwi.co.nz.
Once we receive your complaint, we'll work with the Seller to help resolve the issue as quickly as possible. To ensure a smooth process, we may ask you to provide information and supporting documentation relating to your claim.
Change of Mind Returns
If your order qualified for free shipping and you decide to return the item because you've changed your mind, the original shipping cost and return shipping costs may, at the Seller's discretion, be deducted from your refund.
If you request an order cancellation due to a change of mind, any transaction fees and reasonable administration costs incurred may also be deducted from the refund amount.
Ultimately the decision if a return will be accepted based on a Change of Mind will be determined by the Seller.
Additional Information
This Returns and Refund Policy does not exclude, restrict, or limit any rights you may have under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer laws.
Any warranties or guarantees offered by The Better Kiwi Company under our Terms and Conditions are provided in addition to your rights under New Zealand consumer law.
We always aim to ensure you're happy with your purchase and the service provided by our Sellers. We are committed to operating fairly, meeting our legal obligations, and helping resolve any issues as quickly and smoothly as possible.