Refund policy

Last updated: 16 October 2025

This policy applies to purchases from Kea The Label and operates in accordance with New Zealand law, including the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA). Nothing in this policy limits your legal rights.

1. Change-of-Mind Returns (30 Days)

We offer a 30-day return period from the date your order is delivered.

To be eligible for a return:

  • The item must be unused, unworn, unwashed, with original tags attached.

  • It must be in its original packaging.

  • You must have the receipt or proof of purchase.

To request a return:
Email kiaora@keathelabel.com with your order number, the item(s), and reason for return.
Send approved returns to:
Kea The Label
72A Carnarvon Street, Gisborne 4010, New Zealand

Return shipping costs:

  • Change-of-mind returns — you cover postage.

  • Faulty/incorrect items under the CGA — we cover reasonable return costs once approved.

Items sent back without first requesting a return may be declined.

2. Damaged, Faulty or Incorrect Items (CGA)

Please inspect your order on arrival and contact us straight away if the item is damaged, faulty, or incorrect.
Where the CGA applies, you may be entitled to a repair, replacement, or refund.
We’ll assess the issue and resolve it promptly in line with New Zealand consumer law.

3. Items We Cannot Accept Back

For hygiene or customisation reasons, the following cannot be returned (unless faulty under the CGA):

  • Custom or personalised items

  • Gift cards

  • Intimates, swimwear, earrings, or other personal-care goods

  • Hazardous or flammable materials (if offered in future)

Sale and clearance items: not eligible for change-of-mind returns (CGA still applies if faulty).

4. Exchanges

To exchange an item, please return the original item (first approved) and place a new order for the desired size or style.
We’ll process your refund once the original item is received and inspected.

5. Refunds

We’ll notify you once your return has been received and inspected. If approved, your refund will be processed to your original payment method.

  • Time frame: usually within 5 – 10 business days (your bank may take longer to post it).

  • Shipping fees: non-refundable for change-of-mind returns.

If more than 15 business days have passed since your return was approved, please contact kiaora@keathelabel.com.

6. International Customers

If your order is shipped outside New Zealand, your rights may differ under local laws.

European Union customers: You have a 14-day right to cancel your order from delivery for any reason. Items must be returned unused, with tags and original packaging, with proof of purchase.

7. Need Help?

📧 kiaora@keathelabel.com
📞 06 824 1301
🏢 72A Carnarvon Street, Gisborne 4010, New Zealand
💼 Company Number: 9156732
💰 GST Number: 142-265-109