Refund policy

Return and Refund Policy

We have a 14 day return policy, which means you have 14 days from the time of delivery of your item by our courier to request a refund or replacement (“Return”) if you a not satisfied with your order.

To be eligible for a Return, you must provide photographic evidence of your items condition at the time the delivery recipient received it. You will also need the receipt or proof of purchase.

The original purchaser of the gift box will need to request the Return.

To start a Return, contact us at info@tuiandthekiwi.co.nz within 14 days of the time of delivery by our courier. Your Return request must include the reason why you are requesting a Return, the order confirmation number and include photographic evidence of your items condition at the time the delivery recipient received it from our courier.

We will notify you once we have received your Return request and will let you know if a Return was approved or not. If your Return is approved, you will be provided with refund or replacement options. Tui and the Kiwi reserves the right to make the final decision to replace the Goods or refund the purchase price for all approved Returns.

Partial Refund
-  Giftbox missing products.
-  Giftbox contains an incorrect item, noting Tui and the Kiwi giftboxes are hand assembled and some of the products may differ from those in the product images on our website, so there may be slight variation from box to box such as the placement of products or the design imagery on some products.

Refund or Replacement
-  Giftbox damaged during in transit by the delivery company.
-  Giftbox not received due to error by us.
-  Wrong Giftbox received.

If a refund is selected and confirmed by Tui and the Kiwi, you will 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.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at info@tuiandthekiwi.co.nz.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, missing items or if you receive the wrong item, so that we can evaluate the issue and make it right.

Last updated: 30 March 2024