Section 01
Return Eligibility
We want every KiddZilla customer to be completely happy with their purchase. We accept returns under the following conditions:
| Condition | Eligible? | Details |
|---|
| Unused, original condition | ✓ Yes | Item must be unused, unassembled where possible, and in original packaging |
| Within 14 days of delivery | ✓ Yes | Return request must be made within 14 days of receiving your order |
| Faulty or damaged item | ✓ Yes | Report within 48 hours of delivery — full replacement or refund |
| Wrong item received | ✓ Yes | We'll cover return shipping and send the correct item immediately |
| Assembled and used | ✗ No | Items that have been fully assembled and used cannot be returned |
| After 14 days | ✗ No | Returns requested after 14 days will not be accepted unless faulty |
| Missing packaging | ✗ No | Original packaging must be included for a return to be accepted |
✅Your consumer rights are protected. Nothing in this policy affects your rights under the New Zealand Consumer Guarantees Act 1993.
Section 02
How to Return an Item
Starting a return is simple. Follow these steps:
1
Contact Us First
WhatsApp us on 021 762 720 or email hello@kiddzilla.co.nz with your order number and reason for return. Do not send the item before hearing from us.
2
We Confirm & Provide Instructions
We'll review your request and get back to you within 1 business day with return instructions and the return address.
3
Pack & Ship the Item
Pack the item securely in its original packaging. Include a note with your name, order number, and reason for return. Ship it to our address using a tracked courier.
4
We Process Your Refund
Once we receive and inspect the item, we'll process your refund or exchange within 5–10 business days. You'll receive a confirmation email.
Section 03
Faulty or Damaged Items
If your item arrives faulty, damaged, or not as described, we sincerely apologise and will make it right immediately.
⚠️Important: Faults and damage must be reported within 48 hours of delivery. Please inspect your order as soon as it arrives.
To report a faulty or damaged item:
- WhatsApp us on 021 762 720 or email hello@kiddzilla.co.nz
- Include your order number and a clear photo or video of the fault/damage
- We will arrange a replacement or full refund at no cost to you
- We will also cover the cost of return shipping for faulty items
For minor faults (e.g. missing accessories, small cosmetic damage), we may offer a partial refund or send replacement parts rather than a full return — whichever is faster and more convenient for you.
Section 04
Refund Process & Timeline
Once your return is received and inspected, we will process your refund as follows:
- Refund method: Refunds are returned to your original payment method (credit card, Afterpay, bank transfer, etc.)
- Processing time: 5–10 business days after we receive the returned item
- Afterpay refunds: If you paid via Afterpay, your remaining payments will be cancelled and any amounts already paid will be refunded to your Afterpay account
- Bank transfer refunds: We'll refund to the bank account you used to pay within 3–5 business days of receiving the return
📧You'll receive an email confirmation once your refund has been processed. If you don't receive it within 10 business days, please contact us.
Section 05
Exchanges
Want a different colour, model, or product? We're happy to arrange an exchange for items returned within 14 days in original unused condition.
- Contact us via WhatsApp or email to request an exchange
- If the replacement item has a different price, we'll charge or refund the difference
- Exchange items are subject to stock availability
- Return shipping for exchanges is the customer's responsibility unless the item was faulty
Section 06
Return Shipping Costs
| Reason for Return | Who Pays Return Shipping? |
|---|
| Change of mind | Customer pays return shipping |
| Wrong size / colour ordered | Customer pays return shipping |
| Faulty or damaged item | KiddZilla covers return shipping |
| Wrong item sent by us | KiddZilla covers return shipping |
📦We strongly recommend using a tracked courier service for returns. KiddZilla is not responsible for items lost in transit during return shipping.
Section 07
Non-Returnable Items
The following items cannot be returned or refunded (unless faulty):
- Items that have been fully assembled and used outdoors
- Items returned after 14 days from delivery date
- Items without original packaging
- Items damaged due to misuse, accidents, or failure to follow the instruction manual
- Spare parts or accessories that have been opened and used
- Items with signs of deliberate damage or tampering
❌Returns that do not meet our policy conditions will be sent back to you at your cost. Please contact us before shipping any return.
Section 08
Contact Us
Have a question about a return or refund? We're here to help — reach out anytime:
- WhatsApp: 021 762 720 (fastest response)
- Email: hello@kiddzilla.co.nz
- Address: 19 Catalina Avenue, Papakura 2113, Auckland NZ
- Hours: Mon–Sat 9am–6pm