Refund policy

Returns Policy

At Kelvin, we are committed to ensuring that you are completely satisfied with your purchase. Our returns policy complies with the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA).

1. Your Consumer Rights

Under New Zealand law:

  • Products must be of acceptable quality: free from defects, fit for their intended purpose, and durable for a reasonable period.
  • Products must match descriptions: as advertised or demonstrated.
  • If a product does not meet these guarantees, you are entitled to a repair, replacement, or refund, depending on the situation.

2. Change of Mind Returns

We are not required to provide refunds or exchanges if you change your mind about a product. However, as a goodwill gesture:

  • We may accept returns for change-of-mind purchases if the product is in original, unused condition, with packaging intact, and proof of purchase is provided.
  • Change-of-mind returns may incur a restocking/transit fee.

3. Faulty, Damaged, or Incorrect Items

If your item is:

  • Faulty or develops a fault within a reasonable period;
  • Damaged in transit; or
  • Incorrectly supplied;

Please contact us at service@kelvin.dog as soon as possible with proof of purchase and details of the issue. We will arrange for:

  • An assessment of the issue;
  • A repair, replacement, or refund depending on the circumstances.

4. How to Make a Return

To initiate a return, please:

  1. Contact us at service@kelvin.dog within 14 days of receiving the item.
  2. Provide proof of purchase (e.g., receipt or order confirmation).
  3. Return the item in its original packaging, unless the item is faulty or damaged.

Please note:

  • For faulty items, we will cover the cost of return shipping.
  • For change-of-mind returns, return shipping costs are the responsibility of the customer.

5. Exclusions

The following items may not be eligible for return unless they are faulty:

  • Customized or made-to-order items.

6. Refund Processing

  • Approved refunds will be processed within  7 business days] of receiving the returned item.
  • Refunds will be made using the original payment method unless otherwise agreed.

7. Questions or Concerns

If you have any questions about our returns policy, please contact us at [email or phone number]. We’re here to help.