Refund policy

Last updated: 9 September 2026

At Kiwi Treats, we want every box of Kiwi favourites to arrive exactly as it should. This policy explains what happens if an item arrives damaged, incorrect, missing or otherwise isn't right, as well as our rules around returns, refunds and order cancellations.

This policy applies to eligible orders placed through kiwitreats.com.

If you need help with an order, please contact hello@kiwitreats.com and include your order number.

Your consumer rights come first

Nothing in this policy limits, excludes or replaces any rights or remedies you may have under applicable consumer protection laws.

Depending on where you live, these may include protections under:

Applicable United States federal and state consumer protection laws
Applicable Canadian federal, provincial and territorial consumer protection laws
The UK Consumer Rights Act 2015 and related consumer protection laws
The Australian Consumer Law
The New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986, where applicable

These laws may provide rights where goods are faulty, damaged, unsafe, not as described, incorrectly supplied or otherwise fail to meet applicable legal standards.

Where this policy conflicts with a mandatory consumer right available to you, that mandatory right will apply.

Change-of-mind returns

Because Kiwi Treats sells food, confectionery, chocolate, snacks, beverages and other consumable grocery products, we generally do not accept returns, exchanges or refunds simply because you change your mind.

For food safety, hygiene and product-integrity reasons, we cannot place returned consumable products back into sale once they have left our control.

This means we generally cannot accept change-of-mind returns for:

Chocolate
Lollies and confectionery
Biscuits
Chips and snack foods
Beverages
Grocery products
Opened products
Unopened consumable products that have already been delivered
Products where the original packaging or seal has been damaged

Please choose your products carefully before completing your purchase.

This does not affect any rights you may have where a product is faulty, damaged, incorrectly supplied, unsafe or not as described.

Damaged, defective or incorrect items

If your order arrives damaged, defective or different from what you ordered, please contact hello@kiwitreats.com as soon as possible.

We recommend contacting us within 48 hours of delivery so that we can investigate and resolve the issue quickly.

Please include:

Your full name
Your order number
A description of the issue
Clear photographs or videos of the affected product
Photographs of the outer packaging where relevant
Photographs of the shipping label where requested

Please keep the affected product and packaging until we have reviewed your request, as we or the carrier may require additional evidence.

The 48-hour reporting request helps us investigate shipping damage promptly. It does not limit any longer rights you may have under applicable consumer law.

How we resolve damaged or incorrect orders

Once we have reviewed your request, an appropriate resolution may include:

A replacement product
A refund
Store credit
Resending a missing or incorrect item
Another remedy required by applicable consumer law

The appropriate solution will depend on the nature of the issue, product availability, shipping costs and your applicable legal rights.

Where the issue resulted from an error by Kiwi Treats or a product is otherwise eligible for a remedy under applicable law, you will not be required to pay reasonable replacement or return shipping costs where applicable.

In many cases involving damaged food products, we may not require the affected product to be physically returned.

Please do not send anything back to us unless we have specifically instructed you to do so.

Missing items

If an item is missing from your order, please contact hello@kiwitreats.com as soon as possible after delivery.

Include:

Your order number
The item you believe is missing
A photograph of the products received
A photograph of the parcel and packaging where possible

Once we have reviewed the order, we may arrange a replacement, refund, store credit or another appropriate resolution.

Chocolate and heat-sensitive products

Chocolate and some other confectionery products can be sensitive to heat.

Kiwi Treats carefully packs orders for their journey from New Zealand, but we cannot control the temperature of every aircraft, customs facility, delivery depot or vehicle through which an international shipment passes.

Some softening, cosmetic changes or melting may occur when chocolate is transported through particularly hot conditions.

If your chocolate arrives materially damaged or unusable, contact us as soon as possible with clear photographs of:

The affected chocolate
The product packaging
The parcel packaging

We will assess the issue based on the circumstances and provide an appropriate resolution where applicable.

Minor cosmetic changes that do not materially affect the safety or usability of the product may not always qualify for a refund or replacement, except where applicable law provides otherwise.

Nothing in this section limits your statutory consumer rights.

Product appearance and packaging

Manufacturers occasionally update product packaging, branding, ingredients, sizes or designs.

As a result, packaging received may occasionally differ slightly from product images displayed on our website.

A packaging change alone will not normally qualify a product for a refund provided you have received the correct product and it is materially consistent with its description.

If a manufacturer makes a material change to the product itself, we will make reasonable efforts to keep our listings accurate.

Best-before dates

Many of the products sold by Kiwi Treats have a best-before date rather than a use-by date.

We aim to supply products with a reasonable remaining shelf life appropriate to the product.

Because we sell imported and packaged grocery products with varying production cycles, remaining shelf life may differ between products.

If you believe you have received a product that is expired, has an unreasonable remaining shelf life or is otherwise unsuitable, contact hello@kiwitreats.com with photographs showing the product and date marking.

We will review the circumstances and provide an appropriate resolution where applicable.

Refunds

Where a refund is approved:

The refund will normally be issued to your original payment method
We aim to process approved refunds within 5 to 10 business days
Your bank, card issuer or payment provider may require additional time before the refund appears in your account
If you paid through a third-party payment service, your refund will normally be processed through that provider
Any shipping charges that must be refunded under applicable consumer law will also be refunded

If you have not received an approved refund after 10 business days from the date we confirm it was processed, contact hello@kiwitreats.com and we will help investigate.

Return shipping

Because our products are consumable, customers should not return products to Kiwi Treats unless we have specifically requested a return.

If a return is required because a product is faulty, damaged, incorrectly supplied or otherwise eligible for a remedy, we will provide instructions and cover reasonable return shipping costs where required by applicable law.

If we authorise another type of return, any responsibility for return shipping costs will be explained before you send the item.

We recommend using tracked shipping whenever a physical return is required.

Do not return products to the address shown on your original shipping parcel unless we have specifically instructed you to use that address.

International returns

All Kiwi Treats orders originate from New Zealand, and international return shipping can be expensive.

For this reason, where an eligible issue can be reasonably verified through photographs or other evidence, we may choose to resolve the matter without requiring the product to be physically returned.

Where a return is necessary, we will provide the appropriate instructions after reviewing your request.

Please do not arrange an international return before receiving instructions from us.

Customs, duties and import charges

International Kiwi Treats orders may be subject to customs duties, taxes, tariffs, brokerage charges or other import-related fees.

Unless otherwise stated at checkout, customers may be responsible for charges imposed by their destination country's customs authorities, government agencies or carriers.

If an order is refused, abandoned or returned because applicable customs duties, taxes or other import charges were not paid, any eligible refund will be assessed after the parcel has been returned.

Where permitted by applicable law, unrecoverable costs may be deducted from any refund, including:

Original shipping charges
Return shipping charges
Customs charges
Duties
Taxes that cannot be recovered
Carrier handling charges

This does not affect any statutory rights you may have.

Refused or unclaimed shipments

If you refuse delivery, fail to collect your parcel or the parcel is returned because delivery could not be completed, we will review the order once it has been returned to us.

Where permitted by applicable law, any refund may be reduced by unrecoverable costs such as:

Original shipping charges
Return shipping
Customs fees
Duties
Carrier handling charges

This does not apply where the refusal or return results from a fault, error or other circumstance for which Kiwi Treats is legally responsible.

Incorrect or incomplete delivery addresses

You are responsible for providing an accurate and complete delivery address at checkout.

If you notice an address error after ordering, contact hello@kiwitreats.com as soon as possible.

We will make reasonable efforts to update your address before dispatch, but we cannot guarantee changes once your order has entered fulfilment or has been handed to the carrier.

If a parcel is returned because of an incorrect or incomplete address supplied by the customer, additional shipping costs may apply if you would like the order sent again.

Any refund or redelivery will be handled in accordance with applicable consumer law.

Lost shipments

If your order has not arrived within a reasonable period after its estimated delivery window or tracking has shown no meaningful movement for an extended period, please contact us.

Include:

Your name
Order number
Delivery address
Tracking number

We may need to investigate the parcel with the carrier before determining the appropriate resolution.

If a shipment is confirmed as lost, we will provide an appropriate remedy, which may include a replacement or refund.

Packages marked as delivered

If your tracking shows that your parcel has been delivered but you cannot locate it, we recommend first:

Checking around the delivery location
Asking other members of your household
Checking with neighbours where appropriate
Checking reception, concierge, mailroom or building management
Reviewing any delivery photograph
Reviewing carrier notifications
Contacting the local delivery carrier

If you still cannot locate the parcel, contact hello@kiwitreats.com and we will assist with investigating the delivery.

The appropriate resolution will depend on the circumstances and applicable consumer law.

Exchanges

Because we sell consumable food products and fulfil orders internationally from New Zealand, we generally do not offer change-of-mind exchanges.

If we have sent you the wrong product, contact us and we will arrange an appropriate resolution.

Sale and promotional products

Sale pricing does not remove your rights where a product is faulty, damaged, incorrectly supplied or otherwise protected under applicable law.

However, we do not offer change-of-mind refunds simply because:

A product was purchased before a later sale
A product subsequently became cheaper
A discount or promotional offer became available after your purchase

Any additional promotional terms will be displayed with the relevant offer where applicable.

Free gifts and promotional items

Items supplied free as part of a promotion, giveaway or gift-with-purchase offer generally:

Cannot be exchanged for cash
Cannot be refunded separately
Cannot be exchanged simply because you prefer another item

If a complimentary product is faulty, unsafe or otherwise protected under applicable law, your statutory rights still apply.

Gift cards

Gift cards are generally non-refundable and cannot be exchanged for cash except where required by applicable law.

Order cancellations

If you want to cancel your order, contact hello@kiwitreats.com as soon as possible.

We will do our best to stop the order before it is packed or dispatched.

However, because we aim to process orders quickly, we cannot guarantee cancellation once fulfilment has begun.

If your order has already been dispatched, it generally cannot be cancelled for change-of-mind purposes because it contains consumable products.

Any mandatory cancellation rights available under applicable law will continue to apply.

How to report a problem

To request help with an order, email:

hello@kiwitreats.com