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Returns & Refund policy

Kilwell Sports is committed to 100% customer satisfaction!

We know that sometimes it is hard to always choose the perfect product whilst online and that is why we offer a generous exchange and refund process.

POLICY:

  • Kilwell Sports Online Store is happy to honour customers with an exchange or refund within 30 days of purchase for any Kilwell goods.
     
  • Any returns, exchange or refund will be processed by Kilwell only if the customer has purchased the product/s through our official Kilwell website www.kilwell.co.nz
     
  • Items purchased through retail stores must be returned to the place of purchase for exchange/refund.
     
  • Items purchased through 3rd party websites must be returned to the place of purchase for exchange/refund.
     
  • Any customer wishing for direct exchange or refund must complete the below steps.
     
  • All costs associated with the return of goods are the sole responsibility of the consumer.
     
  • The original shipping costs are not refundable, however, if Kilwell has supplied the wrong or faulty goods, we will reimburse you in full.
     
  • Any customer wishing for a direct exchange or refund must send back the purchased Kilwell goods in their original and unused condition in the original packaging. Products cannot be returned if they have been engraved, modified, damaged, altered or sized.
     
  • Any products that are returned that do not comply with original condition standards will be sent back to you at your expense.
     
  • Restrictions and exceptions resulting from New Zealand Copyright laws mean we are unable to refund or exchange DVD’s.

RETURNS PROCEDURE:

STEP 1:

  • Phone Customer Service on 07 345 9094, ext 1. Have your delivery docket number handy.
  • Explain that you wish to return an item(s).
  • They will provide you with a Returns Authorisation (RA) number.
  • Please include paperwork inside your parcel that has your

    Name
    RA number
    Return Address (if requesting an exchange)
    Phone Number
    Product code of item being returned (a copy of your delivery docket will be fine)

  • Put the RA number on the outside of the parcel and address it to:

    Kilwell Sports Limited
    490 Te Ngae Road
    Rotorua 3010
    New Zealand

  • Send to Kilwell Sports via courier

STEP 2:

Upon receiving the goods at Kilwell Head Office one of our friendly customer service team members will issue a direct exchange or refund. If your exchange requires extra payment we will contact you.

Please allow up to 7 days for this exchange or refund to be processed.