Return Policy

If you change your mind after purchasing a product online, we’re happy to assist with a refund, subject to the following conditions:

• You must initiate the return within 30 calendar days of receiving your order.
  
• Applies to both full-price and sale items, excluding group-buy deals or special orders.
  
• A 15% restocking fee applies to each returned item to cover inspection, repackaging, and handling costs.
  Refunds will be issued for the item value less the restocking fee.
  
• Returned items must meet the following conditions:

1. The product is unused, undamaged, and in original condition (including box and plastic wrapping).
2. All packaging, labels, and accessories are included and intact.
3. Packaging remains in resalable condition.

Items returned with damaged, torn, or missing packaging may:

• be declined, or
• incur a repacking fee

This policy is an addition to your rights under the Consumer Guarantees Act.

To start a return for a change of mind:

1. Go to our Contact Us page and send us a message.
   
2. Include your order number and reason for return in your submission.
   
3. Once your request is reviewed, we’ll email you the return address and instructions.
   
4. When sending your parcel back, please include a note stating your order number and return reason to help us process it faster.

Items marked as Clearance or listed under our Clearance Collection are final sale and not eligible for return or refund unless faulty.

Once payment has been processed, any cancellation requested by the customer will be refunded less any non-refundable payment processing fees charged by the payment provider such as shopify payment, even if the order has not been dispatched.

This applies to all payment types, including:

• Shopify Payment
  
  
  
  

Fitment Note: These mats are custom-moulded for each vehicle model based on vehicle specifications commonly used in Australia. Due to variations between model years and configurations (such as seat types), slight differences in fitment or minor adjustments may be required. This is considered normal and does not indicate a product fault.

Faulty vs Change of Mind: Minor fitment variation, edge lifting, or the need for adjustment (e.g. minor reshaping or repositioning) is not considered a product fault. Returns for these reasons will be treated as change-of-mind returns.

Important – Before Opening: If you are unsure about fitment, please open the packaging carefully. Damaged packaging may affect your eligibility for return under change-of-mind conditions.

Consumer Guarantees: This policy is in addition to your rights under the Consumer Guarantees Act. If a product is confirmed to be faulty or not fit for purpose, we will meet our obligations under the Act.

You are responsible for covering the return shipping costs.

Please ensure the parcel is packaged securely and use a trackable shipping service, as we are not liable for items lost or damaged in transit.

Refunds will be issued to the original payment method once we receive and inspect the returned item.

Please allow up to 14 working days for your refund to be processed. Processing times may be longer during peak sale periods.

Please note that original delivery fees are non-refundable for change-of-mind returns.

If your item was shipped under a Free Shipping promotion, the actual freight cost may be deducted from your refund.

If you’ve ordered the wrong product by mistake, you can still exchange it under our Change of Mind Return Policy. Simply return the incorrect item for a refund (item cost only) and then repurchase the correct product you need. This process ensures stock availability and quicker turnaround for you.

For further assistance or questions about our return policy, please contact our customer service team at support@kiwioffroad.co.nz.

For details, see page Warranty and Claim Policy.