Refund policy

We want you to be happy with your purchase.

If you change your mind we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Note:

• Items are returned to us at your own cost. (if you are an overseas customer this may not be worthwhile)
• Refunds are for product only, shipping will be deducted (a shipping fee maybe applied if 'free' shipping was applied and the refund brings the order value below the qualifying amount).
• Products such as Zippers or interfacing, that is cut to a length that you have selected cannot be returned and no refund will be given. See cut to length product advice below.

Please choose carefully. As many of our items are relatively low value, to avoid frustration, please choose carefully before purchasing as the cost of shipping back to us, may be more than the item you wish to return.

Faulty items will be replaced for free with the same or similar product, see damages and issues below.

If you have any questions about a product, or you are not sure it is what you are looking for, please contact us at support@kiwibagineers.co.nz or call Jill direct on +64 22 788542

To be eligible for a return, your item must be unopened and in the same condition as you received it.  It must be in its original packaging, (Except for items packed in paper bags and sealed with a Kiwi Bagineers sticker). You’ll also need your order number, receipt or proof of purchase.

To start a return, you can contact us at support@kiwibagineers.co.nz. You’ will need your order number, receipt or proof of purchase.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at support@kiwibagineers.co.nz

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

If the packaging is damaged please retain this and send us a photo.

Exceptions / non-returnable items

All goods submitted for return must be in unopened, undamaged, and saleable condition.

Certain types of items cannot be returned, like branded products removed from their packaging, glues or other liquid products with their seals broken and custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Emmaline Bags Products MUST still be in their intact original packaging, with plastic sheaths not removed from the interior items.

Cut to length product advice.

Note: We cannot accept returns of any goods that are cut to a length you specified when ordering, i.e. fabrics, Zippers and interfacings.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.