Shipping, Returns, Exchange, and Refund Policy
At Kiwi Aroma, we strive to deliver high-quality, handcrafted candles that enhance your space and elevate your mood. However, if you're not satisfied with your purchase, we’re here to help with our flexible returns, exchange, and refund policy.
1. Shipping
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Delivery made between 9am-5pm Monday to Friday.
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Delivery within New Zealand takes 3-7 business days from the date of dispatch.
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Some rural deliveries may take longer.
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Delivery may delay during Christmas.
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We do not deliver to parcel lockers or PO boxes.
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We currently do not offer international delivery.
2. Returns
We accept returns under the following conditions:
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Eligibility for Returns: Items must be unused, in their original packaging, and in the same condition as when you received them. The customer is responsible for return shipping.
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Return Window: You have 30 days from the date of purchase to initiate a return.
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Non-Returnable Items: Gift cards, sale items, and custom/limited edition products are final sale and cannot be returned.
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Please contact us with your order number and reason for return.
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If the return is due to a fault on our part (e.g., defective or incorrect item), we will cover the shipping costs.
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For any other reasons (e.g., change of mind), the customer is responsible for shipping costs.
3. Exchanges
We only replace items if they are defective or damaged. If you need to exchange a product for the same item:
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Please contact us with your order number and a description of the defect.
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If approved, we will send a replacement at no additional cost to you.
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Exchanges must be requested within 30 days of purchase.
4. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original method of payment within 7-10 business days. Refunds are made on returned goods only and do not include shipping charges.
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If you haven’t received your refund after 10 business days, please first check with your bank or credit card company as it may take some time before your refund is officially posted.
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If you've done this and still have not received your refund, please contact us.
Contact Us
For any returns, exchanges, or refund inquiries, please contact us.