Our Commitment
Kia ora! Thank you for shopping with Karookiwi. We want you to love your purchase. This policy outlines how we handle shipping and returns.
Our business, Xero Gravity Limited, is a New Zealand-registered company. All your purchases with us are covered by the guarantees set out in the New Zealand Consumer Guarantees Act 1993 (CGA). This policy does not limit your rights under the CGA.
We know you're excited to get your gear! We aim to process and pack all orders within 1-3 business days - stock level dependent. We do not always carry stock and might need to order.
You will receive an email confirmation once your order is processed and dispatched.
Standard Shipping: We use [NZ Post] for all domestic shipping.
Delivery Times:
Urban Addresses: 1-3 business days after dispatch.
Rural Addresses: 3-5 business days after dispatch.
Shipping Costs: Shipping costs are calculated at checkout based on your order's weight and delivery address.
Tracking: You will receive a shipping confirmation email with a tracking number as soon as your order is on its way.
At this time, we only ship single items to addresses within New Zealand and South Africa.
Internationally:
Yes, we ship internationally - but only for 10 items or more! Shipping costs and delivery time frames will be calculated at checkout based on your location. Please note that you are responsible for any import duties, taxes, or customs fees in your own country.
This policy is in two parts:
Your legal rights for faulty or incorrect items.
Our goodwill policy for changes of mind or incorrect sizing.
Under the Consumer Guarantees Act, your products must be of acceptable quality, fit for purpose, and match their description.1
If you receive an item that is faulty, damaged, or not the item you ordered, please contact us immediately at [info@karookiwi.com].
Minor Fault: If the issue is minor, we will meet our obligations by choosing to either repair the item, replace it, or provide a full refund.
Major Fault: If the issue is significant (e.g., a reasonable person wouldn't have bought it if they'd known about the fault), you have the right to choose a full refund or a replacement item.
We will cover the cost of return shipping for all faulty or incorrect items.
We know that sometimes you just need a different size or colour. While we are not legally required to provide a refund for a change of mind or incorrect size, we are happy to offer an exchange or store credit under the following conditions:
Timeframe: You must contact us and initiate the return within 7 days of receiving your order.
Item Condition: The item must be returned in its original, saleable condition:
Unworn
Unwashed
With all original tags and packaging intact.
Exclusions: For hygiene reasons, we cannot accept returns on [e.g., hats, beanies, or sale/clearance items] unless they are faulty.
Return Shipping: You will be responsible for the cost of shipping the item back to us. We recommend using a tracked service, as we cannot take responsibility for items lost in transit.
Exchange Shipping: We will happily cover the cost of shipping your new (exchanged) item to you.
(e.g., E-books, Online Courses, Memberships)
Delivery: Digital products are delivered via email immediately after purchase. If you don't receive the email within 1 hour, please check your spam folder, then contact us.
Refunds: Due to their instant-access nature, we do not offer "change of mind" refunds on digital products. However, if a digital product is faulty, not as described, or does not work, your rights under the Consumer Guarantees Act apply, and we will provide a remedy (e.g., a working file or a refund).
Contact Us: Please email us at info@karookiwi.com to start the process.
Provide Details: Include your order number, the item(s) you wish to return, and the reason (e.g., "faulty zip" or "exchange for size M").
Wait for Instructions: We will reply within 1-2 business days with instructions and the return shipping address. Please do not send items back before contacting us.
For any questions about this policy or your order, please get in touch.
Company: Xero Gravity Limited (trading as Karookiwi)
Email: info@karookiwi.com