Returns and Refunds Policy

At Kouwi.com, we curate a diverse range of products from local and international brands, ensuring quality and customer satisfaction. Our returns and refunds policy complies with Australian Consumer Law (ACL) and global consumer protection standards to offer a fair resolution for our customers.

If you change your mind about a purchase, we offer store credit via coupon or Exchange for most items, provided the return is requested within 30 days of receiving your order. To be eligible:
The item must be unused, in its original condition, and include all packaging and tags.
Certain exclusions apply (see below).
Exclusions
We do not accept returns or refunds for the following items unless they are faulty.
Apparel, footwear, accessories, and pyjamas
Used or damaged items
Health & wellness products (for hygiene reasons)
Items returned after 90 days of delivery
Sale Items
All sale items are eligible for store credit only. Refunds will not be issued unless required by law.

For eligible returns, you must return the item to us. Once we receive your tracking number, we will process the store credit/ coupon or refund accordingly.
Refunds for Faulty or Misrepresented Items
If an item is faulty, defective, you are entitled to a repair, if possible, replacement, or refund in accordance with ACL. To initiate a return: Contact us within 14 days of receiving the item. Items must be in original condition, with tags and packaging intact. If the product has been damaged or altered after delivery, we may be unable to process a refund.

Customers in New Zealand can return items within 14 days of receiving them if they are unused and in their original packaging with tags attached. Contact our support team for assistance with your return. Please note AUS conditions apply for store credit and or coupon. 

We do not accept change-of-mind returns in the U.S. However, if there is an issue with your item, please contact us. Depending on the situation, we may offer store credit.

Once we receive and inspect your return, we will process your refund within 3 business days of receiving the goods. You will receive an email notification regarding the approval or rejection of your refund. If approved, your refund will be credited to your original payment method.

If you haven’t received your refund:

  • Check your bank account again.
  • Contact your credit card company, as processing times may vary.
  • Contact your bank, as there may be additional processing time.
  • If you have done all the above and still haven’t received your refund, please contact us at [email protected]

We only replace items if they are defective, damaged. To request an exchange, email us at [email protected].
Please note: We do not offer refunds for change-of-mind purchases. Exchanges are subject to stock availability.

We will advise the best return shipping agent based on your location. Return shipping times may vary depending on where you live. Shipping costs are the responsibility of the buyer. 
If returning high-value items, consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee receipt of returned items.
Need Help?
For any refund or return inquiries, contact us at [email protected]