Returns and refunds

The short version

If you change your mind, you have 30 days to return an item, provided it's unused and in its original packaging. If something arrives faulty or develops a fault, it's covered by our 5-year replacement warranty, and we make that easy too. We want you to buy with confidence, so we keep returns simple.

Change of mind

Bought something and decided it's not for you? No problem, within 30 days of receiving it. To qualify, the item needs to be:

• Unused and in its original condition, and
• In its original packaging, complete with any included accessories.

Email hello@kord.nz to start a change-of-mind return and we'll give you the return details. Once we receive and check the item, we'll refund it. For change-of-mind returns, the return postage is your responsibility, and the original delivery charge isn't refunded — but there are no restocking fees or hoops to jump through.

Faulty or damaged items

If an item arrives damaged, or turns out to be faulty, that's on us. Email hello@kord.nz with your order details and a quick description (a photo helps for visible damage), and we'll arrange a replacement or refund. For faults, we cover the cost — you won't be out of pocket for a problem that isn't yours. Our 5-year replacement warranty means this protection lasts well beyond the first month.

How refunds are made

Refunds go back to your original payment method. Once we've received and checked a returned item, we process the refund promptly; how quickly it appears then depends on your bank or card provider, usually a few working days. We'll email you when the refund is on its way.

What we can't accept

For hygiene and safety, we can't accept change-of-mind returns on items that have been used, or that are missing their packaging or included parts. This doesn't affect your rights if an item is genuinely faulty — faults are covered regardless.

Your consumer rights

Nothing in this policy limits your rights under New Zealand consumer law. If a product isn't of acceptable quality or doesn't do what it's meant to, you're entitled to a remedy, and we'll honour that. Our policy is designed to be more generous than the minimum, not less.

How long a return takes

Once you've been in touch and sent an item back, the timeline has a few stages worth knowing so nothing feels like silence. First the parcel travels back to us, which takes as long as any courier trip. Then we check the returned item, usually within a working day or two of it arriving. Once it's checked and approved, we process the refund to your original payment method promptly on our side — but how quickly it then appears in your account depends on your bank or card provider, which can add a few more working days. We'll email you when the refund is on its way, so you're not left wondering. If it's been well beyond that and nothing has shown up, get in touch and we'll chase it down. The whole process is deliberately simple; the main variable is the courier and your bank, not us.

Starting a return

Just email hello@kord.nz with your order number and what you'd like to do. A real person will reply with the next steps — no forms, no runaround.