Refund policy
We want you to feel confident in your purchase. If something isn’t quite right, we’re here to help.
Returns Window
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Holiday Returns:
Orders placed between 1 November and 24 December are eligible for an extended 60-day return period.
Eligibility for Returns
To be eligible for a return, your item must be:
- Unused and unworn
- In the same condition you received it
- With tags (if any) attached
- In original packaging
- Accompanied by proof of purchase
How to Start a Return
To request a return, please email us at returns@kubaii.com.
If your return is accepted, we will send you instructions on how and where to send your item.
Returns sent without prior approval will not be accepted.
Shipping Costs
Shipping costs are non-refundable for change-of-mind returns. Any original shipping charges paid will be deducted from your refund.
Customers are responsible for the cost of return shipping unless the item is faulty or incorrect.
Faulty, Damaged or Incorrect Items
Please inspect your order upon arrival.
If your item is faulty, damaged, or incorrect, contact us immediately at returns@kubaii.com so we can assess the issue and make it right.
In accordance with the Consumer Guarantees Act 1993, you are entitled to a remedy if a product is faulty, including a repair, replacement, or refund, and any applicable shipping costs.
Care and Product Use
Our products are designed to be durable and easy to clean when used as intended.
To maintain product quality and hygiene, customers must follow the provided care and washing instructions.
We are unable to offer refunds or replacements for issues arising from:
- Failure to follow care instructions
- Improper washing or drying
- Prolonged exposure to moisture or food residue
- General wear and tear or misuse
This includes issues such as mould or staining where care instructions have not been followed.
Nothing in this policy limits your rights under New Zealand consumer law. If you believe your item is faulty despite following care instructions, please contact us so we can assess the issue.
Non-Returnable Items
We do not accept returns on:
- Sale items
- Gift cards
Exchanges
The fastest way to get what you want is to return your item and place a new order. This helps ensure availability of your preferred product.
European Union Customers
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
Items must still meet the return conditions outlined above.
Refunds
We will notify you once we have received and inspected your return and let you know if your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at returns@kubaii.com.