Returns, Exchanges & Refunds Policy

At Kiwinest, every item is carefully inspected and thoughtfully packaged before it leaves us. If something isn’t right, we’re here to help and will do our best to make things easy for you.

Change of Mind Returns

Refunds (within 30 days)

You may return eligible items for a refund within 30 days of delivery.

To qualify, items must be:

• Unused and unworn

• In original condition

• Returned with all original packaging

Refunds are issued to the original payment method. Shipping costs are non‑refundable. Custom or engraved items cannot be returned.

Exchanges or Store Credit (within 60 days)

We offer free exchanges or store credit within 60 days of delivery. This is ideal for:

• Size adjustments

• Gift exchanges

• Choosing a different item

Eligibility is the same as our 30‑day refund conditions. Store credit is valid for 12 months from the date it is issued.

Items Not Eligible for Change‑of‑Mind Returns

For hygiene, safety, or customisation reasons, the following cannot be returned:

• Earrings

• Custom‑made or engraved items

• Items showing signs of wear or damage

Faulty or Defective Items

We stand behind the quality of our products. If your item develops a fault that is not caused by normal wear, impact, or misuse, please contact us as soon as possible.

For New Zealand customers, your purchase is protected under the Consumer Guarantees Act 1993. Where a product does not meet acceptable quality standards, we will provide an appropriate remedy, which may include:

• Repair

• Replacement

• Refund (where appropriate)

We may request photos and may require the item to be returned for assessment before confirming the resolution.

Please note:

• Natural variations in materials such as greenstone, bone, wood, and other natural elements are normal and not considered faults.

• Greenstone can chip, crack, or break if dropped or knocked. Customers are responsible for proper care. Damage from impact is not considered a manufacturing fault.

Return Shipping

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

• For exchanges, Kiwinest covers the cost of sending the replacement item.

• If a fault is confirmed, we will reimburse reasonable return shipping costs.

  • NZ customers: we will provide a return courier label.

  • International customers: return via the cheapest airmail option and provide a postal receipt.

We recommend insuring your return parcel, as Kiwinest is not responsible for items lost or damaged in transit. We do not cover duties or taxes on returned parcels.

If an item is assessed and found not to be faulty, return shipping costs remain the customer’s responsibility.

How to Arrange a Return

Please email us at jinesh@kiwi-nest.co.nz with:

• Your order number

• The item(s) you wish to return

• A description of the issue (include photos if applicable)

We will provide return instructions.

Return Address

Returns – Kiwinest 1213/147 Nelson Street Auckland CBD Auckland 1010 New Zealand

Missing Items in Your Parcel

We pack items securely, and sometimes smaller pieces may be wrapped inside protective materials. Before discarding packaging, please check everything carefully.

If you still cannot find an item, email us with:

• Photos of the parcel

• All packaging

• All contents received

We will help you locate the missing item. We cannot refund items that have been accidentally thrown out with packaging.

Any Other Issues

If you experience any problem with your purchase — even after use — please reach out. We want you to be happy with your Kiwinest experience and will do our best to help.

Contact: jinesh@kiwi-nest.co.nz