Refund policy

Refund and Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return for change of mind.

To be eligible for a change-of-mind return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at thekov.nz@gmail.com. Please do not send anything back before contacting us — items sent without first requesting a return will not be accepted, and we'll provide the correct return instructions and address 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'll confirm the correct return address when we approve your request. If the return shipping cost is likely to exceed the value of the item, we'll let you know and may offer an alternative resolution.

If your item is faulty, damaged, or incorrect, we cover the cost of putting it right (see below).

Damaged, faulty, or wrong items

Please inspect your order on arrival and contact us within 7 days if the item is defective, damaged, or if you received the wrong item. Email thekov.nz@gmail.com with your order number and clear photos or a short video of the issue.

In most cases we can resolve these without asking you to ship the item back — once we've reviewed the evidence, we'll arrange a replacement or a full refund 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 — repair, replacement, or refund — regardless of the timeframes above. These rights apply to goods bought for personal or household use.

Non-returnable items

Certain items cannot be returned, including personal care goods (such as beauty products), custom or personalised products, and items marked as final sale. Gift cards are also non-returnable. If you're unsure whether your item qualifies, get in touch before ordering.

We cannot accept change-of-mind returns on sale items (this does not affect your rights for faulty sale items under NZ law).

Exchanges

The fastest way to get what you want is to request a return for the original item and, once approved, place a new order for the replacement.

Refunds

We'll notify you once your return or claim has been reviewed and let you know whether the refund is approved. If approved, you'll be refunded to your original payment method within 10 business days. Please note it can take additional time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since we approved your refund and you haven't received it, contact us at thekov.nz@gmail.com.