Refund policy

Refunds & Returns Policy

Refunds will be processed back to the original payment method within 3-5 working days of us receiving the return. We do not refund your freight costs. If your order qualified for free freight we will deduct the freight amount you would have paid from your refund amount.

We cannot accept any goods that have been used, have their labels removed, altered or damaged and we can only accept items returned if they are within their original product packaging and are in a resaleable condition as determined by Kai Carrier.

We cannot accept responsibility for returns that are sent by non-traceable postage methods and are not received by us. Understandably, without the items we cannot issue an exchange or refund.

Exchanged items can only be dispatched after the returned goods have been received in accordance with the returns policy. Please be aware that you will incur an additional freight charge for the delivery of the replacement item (unless the item was faulty, damaged, or sent to you in error).

Kai Carrier reserve the right to refuse an order due to technical problems occurring in pricing, stock holding or any other technical issue. The customer will have the choice to pay the balance owing to receive the item(s) or to cancel the order.

Faulty Products

We do our very best to ensure that all our products reach our customers in perfect condition. We strongly advise all customers to check goods thoroughly upon delivery. In the unlikely event that you receive a faulty product please let us know within 3 months of the purchase date, otherwise we will not be able to offer a replacement. Please email info@kaicarrier.co.nz with details of the fault, a photo and your order name or number.