Returns & Refunds
14-day change-of-mind returns
You have 14 days from the day your order arrives to request a return for change of mind. The item must be in the same condition you received it, unused, with tags, and in its original packaging. You will also need your order number or proof of purchase.
How to start a return
Email thekov.nz@gmail.com with your order number and a short note on the reason. Please do not send anything back before contacting us. Items sent without first requesting a return cannot be accepted. We will provide the correct return address and instructions once your request is approved.
Return shipping
For change-of-mind returns you are responsible for the cost of return shipping. Because our items may ship from overseas fulfilment centres, we will confirm the correct return address when we approve your request. If return shipping is likely to cost more than the item is worth, we will tell you and may offer an alternative resolution.
If the item is faulty, damaged or wrong
We cover it. Inspect your order on arrival and contact us within 7 days with your order number and clear photos or a short video. In most cases we can resolve it without asking you to ship anything back, and you get a replacement or a full refund, whichever you prefer, at no cost to you.
Your rights under New Zealand law
Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. If a product is faulty, not of acceptable quality, or does not match its description, you are entitled to a remedy of repair, replacement or refund regardless of the timeframes above. These rights apply to goods bought for personal or household use.
What cannot be returned
- Personal care goods such as beauty products
- Custom or personalised products
- Items marked final sale, and sale items for change of mind
- Gift cards
This does not affect your rights for faulty items under New Zealand law. If you are unsure whether an item qualifies, ask us before ordering.
Cancellations
Email us within 12 hours of ordering and we will cancel and refund in full. After that the order may already be in production or dispatch and will need to be handled as a return.
Exchanges
The fastest way to exchange is to return the original for a refund and place a new order for the item you want, so you are not waiting on two transit times back to back.
Refunds
We will let you know once your return or claim has been reviewed. If approved, you will be refunded to your original payment method within 10 business days, and your bank or card provider may take additional time to post it. If more than 15 business days have passed since we approved your refund and you have not received it, email us.