Return/Refund Policy

Return and Refund Policy

We understand that not all purchases work out as expected. If you are dissatisfied with your order, please refer to our policy guidelines below. 

All refund/return requests must be made within 30 days of purchase. 

To request a refund or exchange, please send an email to sayhello@kookykibble.co.nz and provide the following information: 

• Name, Address, Phone Number, Email 
• The original Invoice or Order #  
• Items and quantity purchased 
• Whether it is a refund or return request and for which item(s) 
• Reason for refund or return request 

For Returns:

To be eligible for a return, your item must: 

• Be in its original, unopened, and undamaged condition.  
• Have been purchased within the last 30 days.  
• Include a copy of the receipt or proof of purchase. 
• Have been an incorrect item delivered.   

Please note that we cannot accept returns on: 

• Opened or used products.  
• Items purchased on sale or with a discount.  
• Custom orders or personalized items. 

Please note that if you return a product because you don't want it, you'll need to bear the cost of return shipping. Our policy will cover returns for damaged, defective, or incorrect items. Please review our policies before requesting a return or exchange on your item. 

Once received, your request will be processed and evaluated by our team. 

In some cases where a refund or exchange is requested, you may need to return the product to us. If this is necessary, we will provide you with a return shipping label via email or ask you to send it to our No. 5 Ashley Place, Papamoa Beach, Papamoa New Zealand 3118. Please try to use the original packaging where possible. 

Please keep in mind the following information regarding exchanges: 

We will process the exchange within 5 business days of receiving the returned product. It may take up to 10 business days to receive the exchanged product, depending on shipping times. 

For Refunds:

To be eligible for a refund, please identify if your item is: 

• Defective: If the product is defective, you may be eligible for a refund. 
• Incorrect item received: If you receive the wrong product, you may request a return instead. 
• Refund requests will be reviewed on a case-to-case basis. 
• Refunds will be issued for the item’s actual purchase price. 
• We are not able to refund the original shipping charges. 
• Refunds will be processed within 5 to 7 business days. 
• Credit will be issued back to the account you used for the original payment. 
• Credit posting typically occurs within 5 to 7 business days but may take up to 2-3 weeks based on your payment method. 
• You will receive a refund confirmation email from our third-party processor once it has been processed. 
• If you do not receive a confirmation email, please check your spam folder, as these tend to land there occasionally.