退款政策

General Policy

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must be unused, unopened, and in the same condition that you received it, with all original seals, tags, and packaging intact. You’ll also need your receipt or proof of purchase.

To start a return, please contact us at sales@kiwiseng.com.
If your return is accepted, we’ll email you a return shipping label and instructions on how and where to send your package.
Items sent back to us without prior return authorization will not be accepted.

You can contact us anytime regarding returns at sales@kiwiseng.com.

Damaged or Incorrect Items

Please inspect your order upon delivery and contact us immediately if an item is defective, damaged, or incorrect.
We will review the issue promptly and arrange either a replacement, exchange, or refund as required by the New Zealand Consumer Guarantees Act 1993 or the Australian Consumer Law.

Exceptions / Non-Returnable Items

Because our products are natural food and supplement items, certain categories cannot be returned once opened for safety and hygiene reasons.
This includes, but is not limited to:

• Opened or used food, supplement, or herbal products
• Custom or personalized gift items
• Perishable goods (e.g. fresh herbs or samples)
• Personal-care or consumable wellness items once unsealed
• Hazardous materials, flammable liquids, or gases

We cannot accept returns on sale items or gift cards.

If you’re unsure whether your product qualifies, please contact sales@kiwiseng.com before returning the item.

Exchanges

The fastest way to receive the item you want is to return the item you have (if eligible), and once the return is approved, place a new order for the replacement product.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval status.
If approved, a refund will be processed to your original payment method.

Please allow 5–10 business days for your bank or card provider to post the refund.
Shipping costs are non-refundable unless the return is due to our error (defective, damaged, or incorrect item).

Consumer Rights Notice

Nothing in this policy limits or excludes your rights under the New Zealand Consumer Guarantees Act 1993, the Fair Trading Act 1986, or, for Australian customers, the Australian Consumer Law (ACL).
These laws guarantee certain rights for consumers that cannot be excluded or restricted by contract.

Contact

For any return, refund, or product issue, please contact:

Kiwi Ginseng Limited
sales@kiwiseng.com
PO Box 12046, Rotorua South, New Zealand 3045