Returns & Exchanges Policy

At KOI Kids we take pride in providing high-quality products to support families and children. However, we understand that mistakes can happen, and as a small whānau-run pakihi we hope to make your experience with us as excellent as we would expect it from any other.

Physical Products (Items received in the mail)

If your order arrives damaged, faulty, or incorrect please contact us as soon as possible so we can work with you to resolve the issue.

  • Please contact us within 7 days of receiving your order if your item is damaged, faulty, or you have received the wrong product.

  • Please include your order number and photos of the item and/or packaging where relevant so we can understand what has happened and process your request quickly.

  • If your item is confirmed to be faulty or damaged, we will work with you on an appropriate solution, which may include a replacement, repair, or a refund.

  • If you have received an incorrect item, we will arrange for the correct item to be sent to you.

  • For change-of-mind purchases, we may accept returns at our discretion, provided the item is unused, in its original condition and packaging, and returned at the customer's expense.

  • Shipping costs are non-refundable for change-of-mind returns. Personalised, used, opened, or damaged items may not be eligible for a change-of-mind return.

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or other applicable New Zealand consumer law.

Digital Products (Downloads)

  • Due to the nature of digital products, we do not offer returns, refunds, or exchanges unless there is an error with the file or purchase.

  • If you experience a problem, such as a broken file link, incorrect product, or technical issue, please contact us within 24 hours of purchase.

  • We will do our best to resolve the issue promptly, either by replacing the file or correcting the error.

Contact Us

To report an issue or request assistance, fill out the form below or email us at koikids.co@gmail.com with:

  • + Your order number

  • + A brief description of the issue

  • + A screenshot or photo (if applicable)

We appreciate your understanding and tautoko of our whānau pakihi!

Ngā mihi,

KOI Kids 🌟