Refund policy

Effective Date: 17 December 2025

At Klik NZ, we want you to love your purchase. This Refund & Returns Policy explains how returns, refunds, and replacements work in accordance with the New Zealand Consumer Guarantees Act (CGA) and the Fair Trading Act (FTA).

Nothing in this policy is intended to limit your rights under New Zealand law.

1. Change of Mind Returns (Non-Faulty Items)

For customers who change their mind or no longer want the item:

  • You may return unused, unopened items in original condition and packaging
  • Returns must be requested within 14 days of delivery
  • Proof of purchase is required
  • Return shipping costs are the customer’s responsibility

If the item has been opened, used, damaged, or is not in resaleable condition, we may decline the return or offer a partial refund at our discretion.

This section complies with NZ law — retailers are not legally required to accept change-of-mind returns, but you are choosing to offer this as a customer-friendly option.

2. Refunds for Approved Returns

Once your returned item is received and inspected:

  • We will notify you by email of approval or rejection
  • If approved, your refund will be processed within 5–7 business days
  • Refunds are issued to the original payment method only

Please note:

  • Delivery fees are non-refundable (unless goods are faulty)
  • Processing times may vary depending on your bank or payment provider

3. Faulty, Damaged, or Incorrect Goods (CGA-Compliant)

Under the Consumer Guarantees Act, you are entitled to a remedy if a product:

  • Arrives faulty
  • Is damaged
  • Is not of acceptable quality
  • Is not fit for purpose
  • Does not match the description
  • Is incorrectly supplied

If you believe your item is faulty or incorrect:

  1. Contact us at contact@klik.co.nz within 7 days of delivery

  2. Include clear photos and a description of the problem

  3. We will assess the issue and offer one of the following remedies:

  • Repair
  • Replacement
  • Refund

For minor faults → we may choose repair or replacement.
For major faults → you may choose a refund or replacement.

All costs associated with returning faulty goods are our responsibility.

This section fully complies with the CGA.

4. Items Not Eligible for Return

Unless the item is faulty under the CGA, the following cannot be returned:

  • Items that have been opened, used, or damaged
  • Items without original packaging
  • Items returned after 14 days (for change-of-mind returns)
  • Clearance or final-sale items (unless faulty)
  • Personal items that cannot be resold for hygiene reasons (if applicable to your product range)

5. Exchanges

Exchanges are available for:

  • Non-faulty items returned in unopened condition
  • Faulty or incorrect items where replacement stock is available

If the requested item is out of stock, we will offer alternatives or a refund.

6. Missing or Late Refunds

If you haven’t received your refund after the expected timeframe:

  1. Check with your bank or payment provider

  2. Contact your card issuer

  3. If still unresolved → email contact@klik.co.nz

Payment processing times vary depending on banks and gateways.

7. Returning Items

To return an item, please:

  • Contact us first to receive return instructions
  • Package the item securely to prevent damage
  • Include proof of purchase

Returns without prior contact may be delayed in processing.

8. Contact Us

If you have any questions about returns, refunds, or faulty items, please reach out:

📧 contact@klik.co.nz

We are committed to responding as soon as reasonably practicable.