Refund policy
At Keepsy, your satisfaction is important to us. We comply with the New Zealand Consumer Guarantees Act 1993 and the Fair Trading Act 1986, which ensure your rights as a consumer are protected.
Change of Mind
We do not offer refunds or exchanges for a change of mind. However, we may offer store credit or exchange at our discretion. To be eligible:
-
The item must be returned within 14 days of delivery
-
It must be unused, in its original packaging, and in resalable condition
-
Proof of purchase must be provided
Return shipping costs may be the responsibility of the customer.
Faulty, Damaged or Incorrect Items
If your item is faulty, damaged, or not what you ordered, we will meet our obligations under the Consumer Guarantees Act to provide a remedy.
You are entitled to:
-
A replacement, repair, or refund (depending on the nature of the issue)
Please contact us within 7 days of receiving your order with:
-
Your order number
-
A description of the issue
-
Supporting photos if applicable
We will assess the issue and advise the next steps. If your return is approved, we’ll cover the return shipping cost and organise a replacement or refund promptly.
Non-Returnable Items
We cannot accept returns or refunds for:
-
Customised or personalised products
-
Perishable goods
-
Sale or clearance items (unless faulty)
How to Initiate a Return
To request a return or refund, please email us at hello.keepsy@gmail.com with your order details and reason for return. We will respond within 2 business days.
Shipping for Returns
You are responsible for the cost of returning items unless the item is faulty or incorrect. We recommend using a tracked service as we cannot guarantee receipt of your returned item.
Refund Processing
Approved refunds will be processed back to your original payment method within 5–10 business days of receiving the returned item.
If you have any questions about our Returns & Refunds Policy, feel free to contact us at hello.keepsy@gmail.com or 0210475391.