Refund policy

 

At Kete Aroha, every gift box is thoughtfully curated and packaged with care. We take pride in ensuring each kete arrives beautifully presented and in excellent condition.

Because many of our boxes include perishable items, consumables, or personal care products, we are unable to accept returns or exchanges due to change of mind or personal preference once your order has been dispatched.

However, if your order arrives damaged, incorrect, or faulty, we’re here to help. Please contact us within 48 hours of delivery at hello@ketearoha.co.nz, including:

• Your order number
• A brief description of the issue
• Clear photos of the packaging and affected items

Once we’ve reviewed your request, we’ll work with you to resolve the issue promptly,  this may include a replacement, store credit, or refund, depending on the situation.

All purchases are covered by the Consumer Guarantees Act 1993, which means you are entitled to a repair, replacement, or refund if your item is faulty.

Please note:

• Refunds or replacements will only be processed once the issue has been verified.
• Minor variations in product appearance, packaging, or supplier branding are not considered faults.
• Custom or corporate orders with personalised or branded elements are non-refundable, except in the case of a verified fault.

Our goal is to ensure every experience with Kete Aroha reflects the same aroha, integrity, and care that goes into each of our gifts.