Return Policy

Last Updated:

1. Consumer Guarantees Act 1993

Under New Zealand's Consumer Guarantees Act 1993, you have certain rights and guarantees that cannot be excluded. Our products must be of acceptable quality, fit for purpose, and match their description. This Return Policy is in addition to your rights under the Consumer Guarantees Act.

2. Returns and Refunds

We want you to be completely satisfied with your purchase. If you are not happy with your order, you may return it within 14 days of delivery for a full refund or exchange, subject to the conditions below.

3. Conditions for Returns

To be eligible for a return, the following conditions must be met:

• The item must be in its original condition, unused, and in the original packaging
• The return must be initiated within 14 days of delivery
• You must provide proof of purchase (order number or receipt)
• Custom or personalised items may not be returned unless faulty

4. Faulty or Damaged Products

If you receive a faulty or damaged product, please contact us immediately. We will arrange for a replacement or full refund, including return shipping costs. Please provide photos of the damage when contacting us.

5. Change of Mind

If you change your mind about a purchase, you may return the item within 14 days of delivery for a refund, provided it meets the return conditions. You will be responsible for return shipping costs unless the item is faulty or not as described.

6. How to Return

To initiate a return:

1. Contact us at grow@khelvornwhvod.world or call +64 800 736 865 with your order number
2. We will provide you with a Return Merchandise Authorisation (RMA) number
3. Package the item securely in its original packaging
4. Include the RMA number and return the item to our address

Return Address:
Khelvornwhvod
Building 3/16 Leonard Road
Mount Wellington, Auckland 1060, New Zealand

7. Refund Processing

Once we receive and inspect your returned item, we will process your refund within 5-10 business days. Refunds will be issued to the original payment method. Please allow additional time for your bank or credit card company to process the refund.

8. Exchanges

We are happy to exchange items for a different size, colour, or product of equal value. Exchanges are subject to product availability. If the replacement item is of higher value, you will be charged the difference. If it is of lower value, we will refund the difference.

9. Non-Returnable Items

The following items cannot be returned unless faulty:

• Custom or personalised items
• Items damaged due to misuse or neglect
• Items returned after 14 days from delivery
• Items without proof of purchase

10. Shipping Costs

Original shipping costs are non-refundable unless the item is faulty, damaged, or not as described. Return shipping costs are the customer's responsibility for change of mind returns. We will cover return shipping for faulty or damaged items.

11. Plant-Specific Considerations

As living products, plants require special care. Returns are accepted if the plant arrives damaged or unhealthy. Once you receive your plant, it is your responsibility to provide appropriate care. We cannot accept returns for plants that have deteriorated due to improper care after delivery.

12. Contact Us

If you have questions about returns or need to initiate a return, please contact us:

Khelvornwhvod
Building 3/16 Leonard Road
Mount Wellington, Auckland 1060, New Zealand
Phone: +64 800 736 865
Email: grow@khelvornwhvod.world