Return, Exchange or Refund
Firstly, the original receipt, invoice or packing slip is required for all returns and exchanges.
If the product you’ve purchased isn’t what you were expecting, is the wrong size / colour / design or you have changed your mind, you may return it within 30 days in original condition and packaging at your own expense and exchange it for another product, store credit, or a refund back to your original payment method.
Please be aware that refunds to your credit card may take 5-10 days to show up in your account. Note, any freight charged will not be refunded.
However, any items that have been customised (e.g. embroidered, screen printed, shortened, or altered in any way) cannot be returned for a credit, refund or exchange. This includes non-standard colours and/or fabrics.
Goods not returned in their original packaging and/or sourced outside of usual product range will incur a restocking fee at our discretion if returned within 30 days.
Shipping is non-refundable.
We are not responsible for damaged returns or items lost in transit. We urge you to insure your return shipment against loss or damage.
Disputes and Refunds Goods returned after 30 days in their original condition and packaging may be credited at our discretion with a fee of 10%.
Order Cancellations
To cancel an order made by mistake or change of mind. Please contact us on (0800 924 284) immediately during our regular business hours.
We are not responsible for all changes relating to unconfirmed cancellations through e-mail, or voice messages. We’ll try our best to cancel your orders if made by mistake.
Back Orders
If items are back ordered we will do our best to give you an accurate ETA within 1-3 Business days. If you wish to cancel the item(s) back ordered or exchange them for something else, please call us on 0800 924 284 with your order number so we can assist you further.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at sales@kiwiworkgear.co.nz.
Please note that returns will need to be sent to the following address: 87B Chapel Street Masterton.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@kiwiworkgear.co.nz
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@kiwiworkgear.co.nz
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
No cancellations will be made once the package is shipped.
