Refund policy

Refund & Return Policy

30-Day Return Period
We have a 30-day return policy, which means you have 30 days from receiving your item to request a return.

To be eligible:

  • The item must be unused, unworn, and in its original packaging

  • You’ll need your order confirmation or proof of purchase

To start a return, please email admin@kyleeandco.nz.
Returns must be sent to our Waikato Distribution Hub. If your return is approved, we’ll send you a return shipping label and full instructions.

PLEASE NOTE 

 

Return Shipping & Resends Policy

If an item is to be resent from Kylee & Co headquarters due to a change of mind, sizing issue, exchange, or customer-related error (including, but not limited to, an incorrect shipping address provided at checkout), all associated postage costs are the responsibility of the customer.

We do our best to provide clear sizing guides, product descriptions, and one-on-one support to help you make confident and informed choices. If you’re unsure about sizing etc, we strongly encourage you to contact us before placing your order. 

As a small, disabled-led business, we are unable to absorb the costs associated with the above circumstantial returns or resends. Thank you for your understanding and support.

Here’s a firm, policy-style version of your preorder and parcel-splitting terms, ready for your website’s shipping or preorder section:

Faulty or Damaged Items

Kylee & Co Ltd complies fully with the Consumer Guarantees Act 1993. If you receive an item that’s faulty, damaged, or not up to our usual standards, we’ll offer a refund or replacement at our discretion.

Our products are made and dispatched under strict quality control. If something slips through, we sincerely apologise and will resolve it quickly and fairly.

To begin a return for a faulty item, please email admin@kyleeandco.nz with:

  • Your order number

  • Clear photos showing the issue

Items Damaged in Transit

If your order arrives damaged in transit, please keep all packaging and contents, and contact us immediately at admin@kyleeandco.nz.

We’ll work with you to resolve the issue swiftly.

Exchanges & Change of Mind


If you ordered the wrong item/size or changed your mind, we do not offer refunds in these cases. However, we may offer an exchange or store credit, at our discretion, provided:

  • The item is unused and in new condition

  • It is returned within 30 days of receipt

  • The item is not custom, personalised, sale, or clearance

Return postage is the customer’s responsibility in these situations.

We encourage you to carefully review product descriptions and size charts before ordering, and we’re happy to help with sizing queries in advance.

Dispatch Timeframes


Please allow up to 3 business days for your order to be dispatched.

If you require your order sooner, please email us with the subject line:
“URGENT – Order #[your order number]”

We will do our absolute best to accommodate urgent requests, though this cannot be guaranteed.

PLEASE NOTE:
Due to us being a small disabled-led business, dispatch delays may occasionally occur during peak times or extenuating circumstances such as periods of staff illness/absence. We strive to keep you informed and get your order to you as soon as possible should such delays occur.

Communication & Customer Service


As a small disabled-led business, we genuinely value your support and aim to provide outstanding service. Many of our team live with ongoing health conditions, and there may be times when responses are slightly delayed.

  • We operate Monday-Friday during standard business hours

  • Please allow up to 48-72 hours for a response to email queries during this time

  • Messages received outside business hours, including weekends will be responded to in line with our standard response time. 

  • For urgent matters: 

    Email our friendly team: 

    sales@kyleeandco.nz with “URGENT – Order #[your number]” 

    OR  

    Call us on this number: +64274690927

Exceptions / Non-Returnable Items


Certain items cannot be returned, including:

  • Medical devices (e.g. syringes, caps, adapters)

  • Perishable goods (e.g. food, flowers, plants)

  • Personal care products (e.g. skincare or beauty items)

  • Custom or personalised products

  • Hazardous materials

  • Gift cards

  • Sale or clearance items

If you're unsure about your item, please contact us before purchasing.

Refunds


Once we’ve received and inspected your return, we’ll let you know if your refund has been approved.

If approved:

  • Your refund will be issued to your original payment method within 10 business days

  • Your bank or credit card provider may take additional time to process it

If it’s been more than 15 business days since your refund was approved and you haven’t received it, please email admin@kyleeandco.nz.