Returns and Refunds

Buy Kiwi Direct is a sub-division of Buy Kiwi- a 100% Kiwi-owned marketplace that connects consumers with New Zealand owned businesses (Sellers). 

 

Buy Kiwi Direct sources products directly from suppliers, manufacturers and wholesalers with the aim to provide the best value possible for Buy Kiwi Members and customers.

 

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 Buy Kiwi Direct, please email support@buykiwi.co.nz with your order details.  It is expected all Buy Kiwi Direct return and refund requests are responded to with fairness and within a “reasonable timeframe” which we consider to be within 3 business days.

 

Change of Mind Refund Requests:

 

Change of mind requests are accepted at Buy Kiwi Direct’s discretion. The product must be returned to Buy Kiwi Direct in its original “new” state including the packaging.

 

If free shipping was applied to your order, and you return the item due to a change of mind, the cost of shipping & return shipping, at our 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. These can range from 3% to 6% dependant on the payment option utilised for the purchase.

 

Other Return and Refund Requests:

 

The Buy Kiwi Direct Returns & Refund 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.

 

All products sold on Buy Kiwi Direct 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.

 

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 appropriate party to resolve your complaint. Buy Kiwi Direct attempts to resolve complaints as quickly as possible and relies on you to promptly provide all the information needed to resolve your complaint.

 

We always strive to ensure you are happy with your purchase & our service, while meeting our legal obligations & our above policies.