All sheepskin products purchased directly from this Kiwi Sheepskins website are warranted against defective materials and workmanship for a period of 12 months. This excludes normal wear and tear.
If you have received a faulty product, email within 12 months of receiving your order so we can give you instructions on how we can resolve the problem at our expense.
In the unlikely event of us sending you an incorrect item or it being damaged in the mail, please email within 48 hours of receiving your order and we will advise on the best way to resolve the problem quickly.
Note: If your sheepskin product, such as a rug, appears creased or flattened due to being tightly packaged, see our Sheepskin Care instructions.
If an item purchased from our website isn't suitable, doesn't fit or you've simply changed your mind, we will happily exchange it or refund the original cardholder. Cosmetics and special order items are excluded, see below.
Items must be in brand new, unused condition and returned within 90 days of receipt. There's no need to have the original receipt, we just need sufficient information for us to find the original order.
To keep prices down we don't fund returns postage costs, however we make no additional charges such as a restocking fee. If a product isn't defective, the original expense incurred in shipping the product to you is non-refundable and will be deducted at cost from an exchange credit or refund. Also you would incur the postage cost to get the item back to us in New Zealand. You must email before returning the goods.
Results obtained from our skin care cosmetics may vary and we cannot guarantee individual results. If an allergic reaction occurs, discontinue use. For the safety of our customers, cosmetics are excluded from our quality guarantee as they can't be re-sold.
Special order items, such as our extensive range of designer sheepskin rugs, colored rugs, pillows, car seat covers and mattress underlays/covers are made to order and cannot be returned unless defective.
1. Before returning any goods you must email so we can advise on the most suitable plan of action and quote the postage cost we would deduct. Issues can often be resolved without incurring the expense of return postage costs.
2. When returning goods, please enclose a note quoting the order number and shipping name & address. Also state the item(s) being returned and whether you would like a refund or provide details of your exchange requirement.
3. If you aren't the original purchaser/cardholder, please enclose your credit or debit card details or request we send you a secure link for you to enter them on-line on us receiving the package.
4. Postage must be pre-paid and you should ensure you have adequate insurance cover. On the Customs declaration, please add "returned goods" to the description of the item(s). Please address the package to:
Kiwi Sheepskins.com Ltd
PO Box 300440
Please add "Phone: 09 440 9037" below the address if sending by courier as they may need to arrange an alternative delivery address if they are unable to deliver to a PO box.
What if I have paid local Customs charges?
If you are returning goods for a refund that you have incurred Customs charges on, some countries allow you to re-claim some of the Customs duty/tax. The requirement is normally for you to keep the original packaging as evidence along with proof of posting the returned item back to us.
For higher value items to the UK where pre-payment of VAT is not possible and we have reimbursed ParcelForce/Customs charges, these would be deducted from any refund. ParcelForce and HM Revenue & Customs allow you to claim a refund of VAT/duty (excluding ParcelForce clearance fee) for goods being returned on providing them with the required evidence.