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.

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.