Refund policy

We want you to enjoy every KidultLand find. If something is not quite right, contact us and we’ll help make the return process as straightforward as possible.

Change-of-mind returns

We accept eligible change-of-mind returns requested within 14 days of the date your order was delivered.

To qualify for a change-of-mind return, the item must be:

• Unused, unworn and in its original condition;
• Returned with its original packaging, labels, accessories and instructions;
• In a condition suitable for resale; and
• Accompanied by your order number or another valid proof of purchase.

Please handle and inspect the product carefully. We may decline a change-of-mind return if the product has been used, assembled, damaged after delivery or returned incomplete.

Items that cannot be returned for change of mind

Unless the item is faulty or your rights under New Zealand law apply, we cannot accept change-of-mind returns for:

• Gift cards or other digital products;
• Personalised, customised or made-to-order products;
• Clearance or final-sale items marked as non-returnable before purchase;
• Products with a broken hygiene or safety seal;
• Opened consumable products; or
• Items damaged through misuse, accidental damage or normal wear and tear.

Faulty, damaged or incorrect items

Please inspect your order when it arrives. If an item is faulty, damaged in transit, missing parts or different from what you ordered, email us at hello@kidultland.nz.

Include your order number, a brief description of the problem and clear photos or a short video where possible. Please keep the item and its packaging until we have provided the next steps.

Depending on the circumstances and your rights under the Consumer Guarantees Act 1993, we may repair or replace the item, provide a refund, or offer another appropriate remedy. KidultLand will cover reasonable return costs when an item is confirmed to be faulty, damaged on arrival or incorrectly supplied.

How to request a return

1. Email hello@kidultland.nz with your order number and reason for the return.
2. Wait for our return approval and return instructions.
3. Package the product securely and send it using the return method provided.
4. Keep your shipping receipt or tracking number until the return is completed.

Please do not send a return before contacting us. Returns sent without prior approval may be delayed or returned to the sender.

Return shipping

For approved change-of-mind returns, you are responsible for the return shipping cost. Original delivery charges are not normally refundable unless required by law.

We recommend using a tracked shipping service. KidultLand cannot take responsibility for change-of-mind returns that are lost or damaged while being sent back to us.

If we sent the wrong item, or the item is faulty or damaged on arrival, we will arrange or reimburse reasonable return shipping where appropriate.

Refunds

Once we receive and inspect an approved return, we will let you know whether the refund has been accepted.

Approved refunds will be issued to the original payment method. Please allow up to 5–10 business days after the refund is processed for it to appear, depending on your bank or payment provider.

If a returned item shows signs of use, is incomplete or has been damaged after delivery, we may decline the change-of-mind refund or deduct a reasonable amount for the reduction in value, where permitted by law.

Exchanges

The quickest way to receive a different item is to return the eligible original item and place a new order after your return has been approved. If your product is faulty, contact us first so we can confirm the most appropriate solution.

Cancelled orders

If you need to cancel or change an order, contact us as soon as possible. We will try to help, but we cannot guarantee changes once an order has entered processing or has been dispatched.

If the order has already been dispatched, it will need to follow the applicable return process after delivery.

Consumer rights in New Zealand

Products sold by KidultLand are covered by guarantees that cannot be excluded under the Consumer Guarantees Act 1993 when that Act applies.

If a product has a problem that can be remedied, we may choose to repair, replace or refund it within a reasonable time. If the problem is substantial or cannot be remedied, you may be entitled to reject the product and choose a replacement or refund, subject to the Act.