Returns & Refunds Policy

We want you to be completely happy with your purchase from us. Whilst we endeavour to provide full descriptions of the products and inspect all items before dispatch, we understand that purchasing online can sometimes be difficult and items can arrive not quite as expected. We are happy to offer a completely stress-free returns and refund policy. 

Exceptions to the Returns & Refunds Policy

Please note the following exceptions to the Returns & Refunds Policy:

  1. We do not offer cancellations, returns or refunds on clearance or sale items.
  2. We do not offer cancellations and refunds due to a change of mind after purchasing and before the order is dispatched. We will instead offer you a store credit. If a refund is insisted, this will be less 10% of the purchase value.


Our returns policy lasts for 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.

If your purchase arrives and is not as expected, you are welcome to return this item to us for an exchange or full refund. Please note that this refund will exclude our actual freight costs. If your order qualified for free shipping then the freight cost will be deducted from the refund. If you would like to exchange the item then you will need to cover the freight cost to send the new items back to you.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please note that food items and beeswax food covers are exempt from being returned (unless faulty).

If you would like to return an item, please email and let us know prior to sending back. If possible, please include a copy of the purchase confirmation email with the returned items or else include a note with your name, email address and phone number.

Please note that you will need to cover the cost of the return freight. The goods are your responsibility until they are received back to us. We recommend you use a tracked courier service when returning your items and ensure they are well packaged (especially glassware). We are not responsible for any damage that may occur to these items during transit back to us.

We will inspect your items once received back to us and, assuming they arrive back to us unused, undamaged and in their original packaging, we will either action an exchange (if requested) or refund. We will notify you of receipt of the items and the actions taken.

Faulty and damaged items

If your items arrive with you and they are faulty or damaged then, firstly, please accept our sincere apologies – we know how disappointing and frustrating it can be when this happens. Secondly, please contact us and let us know as soon as possible. For items damaged in transit, please contact us within 5 days of receipt. Please email with photos showing the damage or fault so we can follow up as required with our suppliers or couriers. In most cases, we will action replacement items to be sent to you. If we are out of stock on the items then we will discuss this with you and replace the items when they return in stock or action a refund (whichever option is preferred by you).

If we require the faulty items to be returned to us then we will organise a courier to collect these items.

Return address

Kiwi Family Kitchen
21 Haronga Road, Inner Kaiti, Gisborne NZ 4010