Returns Policy

Returns Policy

Last Updated: 07 March 2023

The item you ordered has arrived in a damaged, faulty, or non-working condition

In the event that the item you ordered is received damaged, faulty, or not working as intended, please inform us immediately. We will then arrange for the return of the product so that it can be assessed. Once we have confirmed the damage or fault, we will repair or replace the item at no cost to you.

To ensure a speedy processing of your return, please follow these guidelines:

• Retain the original packaging, including the KiwiGifts  box or satchel.

• Provide an accurate description of the fault or damage.

• Attach clear photographs of the damage.

Please contact our customer service department to arrange for the return of the item.

My item was previously working as described, but now it no longer works properly.

We stand by our commitment to protect your rights under the Consumer Guarantees Act in the event that your item becomes faulty after a certain period. In such cases, we will do our best to assist you with repairing or replacing your item and work with our suppliers to process warranty claims. However, please note that items requiring assessment or repair by a third-party may take several weeks to process.

To ensure the speedy processing of your return, we kindly ask that you:

• Provide the original packaging if it is still available.

• Accurately describe the fault or damage to help our repair agents reproduce the problem.

• Attach clear photographs of the damage.

• Provide the serial number for electronics and computer items.

• Provide any necessary passwords or remove passwords required to gain access and reproduce the fault.

Please contact our customer service team to arrange a return.

I have reconsidered my decision and no longer wish to keep the item I ordered.

If you've had a change of heart, you can return your item within 14 days of delivery as long as it remains unopened and in perfect condition. Please be aware that if the item arrives in a condition that does not meet these criteria, KiwiGifts reserves the right to refuse the return or impose a 20% restocking fee or damaged return fee, which will be deducted from any credit issued. Additionally, the shipping cost for the return will be the responsibility of the buyer. Once we receive the item and confirm it meets our return requirements, you will receive an account credit that can be used to purchase a replacement item. However, it's important to note that account credit for change of mind returns will expire three years after the date of issue. So, be sure to use it to buy something amazing right away!

Please keep in mind that due to hygiene reasons, we cannot accept returns for headsets, earphones, or massage products if they have been opened, so please choose carefully.

If you need to arrange a return, please contact customer service.

I have reconsidered my decision regarding the clothing item I ordered.

If you have changed your mind about a clothing item, you can return it within 30 days of delivery as long as it is in mint condition with tags/labels still attached. Please note that the shipping for the return will be at the cost of the buyer. Once we receive the item and confirm that it is in good condition, we will issue an account credit which can be used to purchase a replacement item.

Please keep in mind that due to hygiene reasons, we cannot accept returns on earrings, pierced jewelry, swimwear, underwear, and shoes that are not in their original packaging.

I received a different item from the one I ordered.

If you received an item that is different from the one you ordered, please contact our customer service as soon as possible to arrange for a return. Once we receive the item and confirm that it is unopened and in mint condition, we will replace the item or provide a full refund, whichever you prefer. Please note that the shipping for the return will be at the cost of the buyer.

To initiate the return process, please contact our customer service team and provide your order number and details of the incorrect item received. Our team will assist you with arranging the return and ensuring a smooth resolution to the issue.

I ordered an incompatible item

If you ordered a product that was intended to work with another product, but upon opening you discover they are incompatible, KiwiGifts will accept a return under the following conditions:

• If there was an error on Mighty Ape's website or product description.

• If the product description lacked information that would reasonably be required to determine compatibility.

If the incompatibility could have been reasonably determined by reading the product description, KiwiGifts may accept the return at its sole discretion. In some cases, a 20% restocking fee may apply, and the product must be in a resealable condition.

Please contact customer service to arrange a return.

Sex & Intimacy Product Returns

We understand that purchasing sex and intimacy products can be a sensitive matter. Due to the intimate nature of these products, we regret to inform you that we are unable to accept returns on Sex & Intimacy products, unless the product is deemed faulty.

We guarantee that all our sex and intimacy products are new and shipped directly from the supplier to our warehouse to you. We value the health and wellbeing of our customers, and your satisfaction is important to us. If you believe your product is faulty, please contact our friendly customer service team.

By contacting us first, it will allow us to troubleshoot with you and provide clear, concise warranty claim instructions tailored to your circumstances. Before contacting us, you may like to try some of the basic troubleshooting tips below:

If your product is rechargeable:

• Ensure the product is fully charged.

• Ensure the light (if any) is illuminating to show the product is connected to the charger.

• Hold the power button for 3–5 seconds to turn on.

• For potential travel lock, if there are multiple buttons, hold them simultaneously for 3–5 seconds to disable.

If your product is battery operated:

• Ensure you are using the correct batteries.

• Ensure the batteries have been inserted correctly.

• Try new batteries.

• Hold the power button for 3–5 seconds to turn on.

• For potential travel lock, if there are multiple buttons, hold them simultaneously for 3–5 seconds to disable.

Please note that returns will not be accepted on Sex & Intimacy products due to a change of mind.