Refund policy
Returns and Refunds
We want you to be happy with your purchase from The Creative Kea.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged, is not as described, or you receive the wrong item, please contact us at kiaora@thecreativekea.co.nz as soon as reasonably possible.
Please include your order number and, where helpful, photographs of the item so we can arrange the appropriate remedy.
Your purchase is protected by the New Zealand Consumer Guarantees Act 1993. Where the Consumer Guarantees Act applies, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances. Nothing in this policy limits your rights under New Zealand consumer law.
Change of mind
We do not generally offer refunds or exchanges where you have simply changed your mind, ordered the wrong item, or no longer require the product.
If you have made a mistake with your order, please contact us as soon as possible and we will do our best to help before the order is dispatched.
Returns
Because products sold by The Creative Kea may be supplied and dispatched by different New Zealand makers and suppliers, please contact us before returning any product. We will provide you with the correct return instructions.
Please do not send an item directly back to a supplier unless we have provided you with the appropriate return details.
Where a product is confirmed to be faulty or otherwise covered by the Consumer Guarantees Act, reasonable return costs will be handled in accordance with your rights under New Zealand law.
Sale items
Sale or discounted items have the same rights under the Consumer Guarantees Act as full-priced items where the product is faulty or otherwise fails to meet the guarantees required by law.
Order cancellations
If you wish to cancel an order, please contact us as soon as possible at kiaora@thecreativekea.co.nz. If the order has not yet been dispatched, we will do our best to cancel it. Once an order has been dispatched, cancellation may no longer be possible.
Contact us
For any return, refund or order issue, please contact:
The Creative Kea
kiaora@thecreativekea.co.nz