Refund & Return Policy

At Kelly Auckland, we aim to ensure you’re delighted with your purchase. If you’re not fully satisfied, we’re here to help with a straightforward return process.

Please always contact us first before reaching out to PayPal or any other payment provider. Contacting the payment provider may block or delay your refund.

Return Policy Highlights

- Return Period: You may return items within 45 days of receipt.
- Condition for Returns:
- Items must be in their original condition, with all parts and components intact.
- The product should show only normal handling; items with signs of excessive wear or damage due to customer handling may not be accepted.
- For hygiene-related products, please ensure the item is clean upon return.

- Defective or Damaged Items: If your item arrives damaged or has a defect, please notify us immediately with a photo, and we’ll help arrange a return or exchange.

How to Start a Return

1. Contact Us: Send an email to info@kelly-auckland.com with:
- Your order number
- Reason for the return
- Photos, if the item is damaged or defective
- Your full name and address

2. Receive Return Instructions: We’ll respond with the return address and any additional instructions. Please wait for our instructions before sending the item back.

3. Return Shipping: Return shipping costs are the responsibility of the customer. However, we offer discounted return shipping rates for purchases over 100 NZD.

4. Processing Time: Returns are processed within 7 working days once received at our facility.

Refunds

Upon receiving and inspecting your return, we’ll issue a refund within 14 days. Refunds will be made to your original payment method, minus the initial shipping costs. We’re committed to making this process smooth and timely.

Cancellations

As orders are processed quickly for delivery, we’re unable to cancel orders in transit. If you decide to cancel, please contact us, and we’ll guide you on how to proceed with a return once the item arrives. For the fastest processing, please send us the shipping confirmation once you return your item.

Shipping Delays: Since we ship from our central warehouse in Asia, longer transit times are sometimes unavoidable. We appreciate your patience and understanding.

Notes

- Return Location: All returns must be sent to our central warehouse in Asia. Please wait for our email with the return address before sending the item.
- Refused Items: We reserve the right to refuse returns if items show clear signs of use or are damaged beyond normal handling.

Thank you for shopping with Kelly Auckland.

We value your trust and are committed to making your shopping experience enjoyable.