Refund and Returns Policy

Effective Date: October 7, 2026

Welcome to the official Refund and Returns Policy of KIWI OFFICE COMPANY LIMITED, the New Zealand-based home organization brand that provides practical, durable desktop small tools, including coasters, phone stands, decorative trays and a full range of space-saving desk organizers on our official website www.kiwiofficecom.com. This policy is designed to clarify all our terms and rules for return and related service arrangements, to help every one of our over 76,000 happy customers enjoy a smooth, transparent shopping experience when you shop our top-rated desk organization products. We make it explicitly clear from the start that ‌pure only-refund requests without the required return of purchased products will not be approved under any circumstances‌, and this rule applies to all orders placed on our e-commerce platform, with no exceptions.

1. General Eligibility for Returns

You are eligible to submit a return application within 30 calendar days from the date you successfully receive your ordered items, as long as your returned products meet all the following criteria:

• The items you return are in unused, resalable original condition, with no scratches, stains, damage caused by improper use, disassembly or accidental modification after you receive the parcel.
• All original packaging, tags, accessories that came with the products are fully intact and included in your returned parcel.
• The items you request to return are not excluded from the return scope as specified in this policy.
• You can provide the valid order number, order confirmation information, and related purchase proof to confirm the order matches our system records.

Our customer satisfaction rate has reached 97.5% over our 8+ years of product experience, and we guarantee every product we ship is strictly quality checked before dispatch. We do not accept any request that directly applies for a full or partial refund without following the standard return process and sending back the relevant purchased items to our designated return address. No “keep the item and get a refund” arrangement will be offered for any reason, even for minor product defects, transit damage or other service related scenarios. You must complete the full return process of sending back the purchased goods before any refund procedure will be initiated.

2. Steps to Submit a Valid Return Request

To start your return process, please follow these simple steps:

1. Contact our customer support team first via our official email at [email protected], or call us at +64 9 948 3510 during our local business hours, or submit a message through the Contact page on our website www.kiwiofficecom.com. Provide your order number, the specific name of the product you wish to return, and a clear description of the reason for your return request.
2. Our support team will review your application within 2 business days, and send you a formal return authorization confirmation along with our designated local return address: 34 Alfred Street, Onehunga, Auckland 1061, New Zealand. Unauthorized returns sent to our address without pre-approval from our team will not be processed, and we will not be responsible for lost parcels sent without prior notification.
3. Pack the products you intend to return securely, attach the pre-provided return authorization label on the outside of your parcel, and send it back to our designated address via a trackable local shipping service. You will need to cover the return shipping cost unless the return is caused by our confirmed error, such as us shipping you a wrong item or a verified factory defective product that fails to meet our published quality standards.
4. Once our warehouse team receives and inspects your returned parcel, confirms all items meet our return eligibility rules, we will notify you that your return has been approved, and proceed with the corresponding processing.

3. No Pure Only-Refund Rule

We re-emphasize this critical rule to avoid any misunderstanding: no requests for refund without returning the full purchased product will ever be accepted. We will never approve any full or partial refund that allows you to keep the ordered item, no matter what reason you provide, including but not limited to claims of minor product flaws, dissatisfaction with product appearance, statements that returning the item is “inconvenient”, disputes over perceived order value, or any other similar claims. Even if there is a confirmed quality defect on the product you receive, you are still required to send the item back to us to complete the return process before we proceed with your refund or exchange arrangement. We do not offer partial compensation refunds for customers who choose to keep the product, and all requests that attempt to apply for a refund without returning goods will be directly declined by our support team.

4. Refund Processing Details

After we complete the inspection of your received returned goods and confirm all return conditions are satisfied, we will process your refund to the original payment method you used to place the order within 5 to 7 business days. The actual arrival time of the refund may vary slightly depending on the processing speed of your payment card issuing institution or payment service provider. If you originally qualified for any free shipping discount when you placed your order, the corresponding original shipping fee will not be deducted from your refund amount for eligible returns that are not caused by your personal preference reasons.

5. Excluded Items and Special Cases

The following categories of goods are not eligible for return: customized products made per your specific personal requirements, personalized engraved items, and products that are clearly marked as non-returnable on the product detail page at the time you place your order. If you receive a parcel with obvious severe transit damage that leads to the product being completely unusable, you still need to send back the damaged item to us first before we arrange your full refund or a free replacement shipment, no exception will be made for only-refund requests under this scenario.

If you have any questions about this Refund and Returns Policy, you can reach out to our team via any of our official contact channels at any time. KIWI OFFICE COMPANY LIMITED reserves the right to adjust and update this policy as needed, and the updated version will take effect once posted on the corresponding page of our website.