The following document sets forth the Return Policy for KavaNesia e-commerce, www.kavanesia.co.nz
KavaNesia is committed to providing you with the best possible customer service experience. KavaNesia is bound by the Consumer Guarantees Act, which gives you powerful after-sales rights.
Standard Terms and Conditions
We work very hard to ensure all our online customers are 100% satisfied with our products and service so please let us know within 48 hours of receiving your order if you have received a damaged product or incorrect item. A photo must always be provided for the damaged item/s. Proof of purchase or order number must also be shown in order to qualify for a full refund of the product.
We cannot accept returns of any food, beauty or hygiene items that have been used or opened. In some cases, we may request a food item to be returned before a refund or replacement can be issued and in some cases the cost of freight for returning the item will be the customer’s responsibility.
We can accept returns of unopened, unused new merchandise products, but only in the case that we have been contacted prior; the cost of freight of the returning item will be the customer’s responsibility.
We will always aim to refund the amount of the product or send out a replacement if that is your preference, alternatively we can send it in your next order. We will strive to happily resolve any issues with you.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.