Return and Refund Policy

Last updated: 9 June 2026

At Kiwiwags, we want you and your pet to love your order. If something is not quite right, we are here to help with a return, replacement, or refund where eligible.

This Returns & Refunds Policy explains how returns work, when refunds are available, and how to contact us if your item arrives damaged, faulty, incorrect, or unsuitable.

Business Information

Business Name: Kiwiwags
Email: support@kiwiwags.nz
Business Address: 38 Rimu Road, Kelburn, Wellington 6012, New Zealand

Warehouse Information

Some Kiwiwags orders may be fulfilled through our warehouse partner in Hong Kong.

Warehouse Address: No. 245 Beigang
City: Sai Kung District, New Territories
Country: Hong Kong

Please note that our business address and warehouse address are not public return drop-off locations. Do not send any item back without contacting us first.

30-Day Return Policy

You may request a return within 30 days of receiving your order.

To be eligible for a standard return, the item must be:

  • Unused and in its original condition
  • Clean and free from pet hair, odour, stains, or damage
  • In its original packaging where possible
  • Accompanied by proof of purchase, such as your order number or confirmation email

Return requests made after 30 days may not be accepted unless required by applicable consumer law.

Your Rights Under New Zealand Consumer Law

Nothing in this policy limits any rights you may have under the New Zealand Consumer Guarantees Act or other applicable consumer protection laws.

If a product is faulty, not of acceptable quality, not fit for its intended purpose, does not match the description, or does not arrive in good condition, you may be entitled to a remedy such as a repair, replacement, or refund.

Change-of-Mind Returns

We may accept change-of-mind returns within 30 days of delivery if the item is unused, clean, and in resalable condition.

For change-of-mind returns:

  • The customer is responsible for return shipping costs
  • Original shipping fees are non-refundable
  • The item must be approved for return before being sent back
  • Refunds will only be processed after the returned item has been received and inspected

Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us as soon as possible at support@kiwiwags.nz.

Please include:

  • Your order number
  • A clear description of the issue
  • Photos or videos of the item
  • Photos of the packaging, if available

Once we review the issue, we will offer an appropriate solution. This may include a replacement, refund, or further return instructions.

If the issue is confirmed to be our error or a product fault, Kiwiwags will help cover the reasonable return process or provide another suitable solution.

Items That May Not Be Eligible for Return

For hygiene, safety, and quality reasons, some items may not be eligible for return if they have been opened, used, worn, washed, damaged, or exposed to pets.

This may include:

  • Grooming products
  • Hygiene-related pet products
  • Used toys, bedding, mats, or blankets
  • Personalised or custom items
  • Final sale or clearance items, where clearly marked
  • Items with pet hair, odour, stains, bite marks, scratches, or signs of use

This does not apply where a product is faulty or where you have rights under applicable consumer law.

How to Start a Return

To request a return, please email support@kiwiwags.nz within 30 days of receiving your order.

Please include:

  • Your order number
  • The email address used at checkout
  • The item you would like to return
  • The reason for the return
  • Photos or videos, if the item is faulty, damaged, or incorrect

Our team will review your request and provide return instructions if your return is approved.

Please do not send items to our business address or warehouse address unless we specifically instruct you to do so.

Return Shipping

For change-of-mind returns, customers are responsible for return shipping costs.

For damaged, faulty, or incorrect items, Kiwiwags will review the issue and provide a fair solution, which may include return instructions, a replacement, or a refund.

We recommend using a tracked shipping service for approved returns. Kiwiwags is not responsible for return parcels that are lost in transit when sent without tracking.

Refunds

Approved refunds will be processed to your original payment method within 10 business days after your refund has been approved.

Please note that your bank, card provider, or payment provider may take additional time to make the funds available in your account.

Shipping fees are non-refundable unless the refund is due to a faulty, damaged, incorrect, or undelivered item where Kiwiwags is responsible.

Refund Approval

Once we receive and inspect your returned item, we will let you know whether your refund has been approved.

If your return is approved, your refund will be processed within 10 business days.

If your return is not approved, we will explain the reason and discuss the available next steps.

Exchanges

We may offer exchanges for eligible items if stock is available.

If the replacement item is unavailable, we may offer a refund, store credit, or another suitable solution.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible at support@kiwiwags.nz.

We will do our best to help, but cancellations cannot be guaranteed once an order has been processed, packed, or dispatched.

Late or Missing Refunds

If your refund has been approved but you have not received it after 10 business days, please first check with your bank or payment provider.

If you still need help, contact us at support@kiwiwags.nz and we will assist you.

Contact Us

For returns, refunds, exchanges, or order concerns, please contact us:

Kiwiwags
Email: support@kiwiwags.nz
Business Address: 38 Rimu Road, Kelburn, Wellington 6012, New Zealand
Warehouse Address: No. 245 Beigang, Sai Kung District, New Territories, Hong Kong