Refund policy
Except where required by applicable law, or in the case of products that are defective, damaged, incorrectly supplied, or unavailable due to being out of stock, all sales are final.
We do not offer refunds or exchanges for incorrect purchases or change of mind once an order has been dispatched. Please contact us on sales@kiwiunderglaze.com if you require clarification regarding any product description prior to purchase. Colours depicted online cannot be guaranteed due to factors beyond our control, including variations in computer monitor and device display settings.
In the unlikely event that we have supplied an incorrect product, we will replace the product at no additional cost to you.
You acknowledge and agree that from time to time some products on the website may be out of stock or unavailable, and we may not be able to fulfil all or part of your order. If this occurs, we will contact you within five (5) Business Days to arrange a full or partial refund. We will use reasonable endeavours to process any refund within five (5) Business Days. Receipt of funds will depend on the processing times of your financial institution. Waikato Ceramics T/A Kiwi Underglaze is not liable for any loss suffered by you or any third party arising from delays in refund processing outside our reasonable control.
EU RIGHT OF WITHDRAWAL
For customers located in the European Union, additional rights may apply under applicable consumer protection laws.
Where the right of withdrawal applies, customers may withdraw from their purchase within 14 days of receiving their order without providing a reason. To exercise this right, customers must notify us using the withdrawal function provided on our website or by contacting us directly.
IMPORTANT: Customers exercising their right of withdrawal are responsible for all costs associated with returning goods to Kiwi Underglaze, including return shipping, packaging, insurance, duties, taxes, and any other charges incurred in returning the goods.
Returned goods must be sent back without undue delay and no later than 14 days after notifying us of the withdrawal. Goods should be returned in a condition that allows their nature, characteristics, and functioning to be assessed. Any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods may be deducted from the refund where permitted by law.
Refunds will be processed using the original payment method after the goods have been returned to us. Original standard delivery charges paid at the time of purchase will be refunded where required by applicable law.