Exchange & Returns FAQ

What is your returns policy?

If you would like to exchange or return your items for any reason, this can be arranged either in-store, or through our Web Store. However, the freight charges back to our Web Store will be at the expense of the customer.

Online orders can be returned within 30 days of delivery, and in-store purchases can be returned within 14 days of purchase, so long as the product meets our returns criteria below.

To process an online return, please contact us via email at info@kiaorababy.co.nz. We will contact you to advise you on the next steps, please don’t return items until we have got back to you to ensure you provide all the relevant information.

We're with you on your parenting journey, so if you need to return an item, at our discretion, we will happily offer you a store credit or equivalent exchange, but please note:

• you MUST provide proof of purchase, date and amount;
• you MUST return the goods within 14 days of purchase, along with any promotional items included with the purchase;
• the item must be re-saleable, e.g ensure items are new, unused, unopened, in original packaging, unwashed and with labels intact;
• clearance products are excluded;
• please choose carefully as certain products like maternity / nursing bras, breast pumps and accessories, all toileting products, reusable and swim nappies; are excluded for hygiene reasons.

I've received a faulty product. What should I do?

We're committed to selling high-quality products. We acknowledge that sometimes a product may have a fault. Please contacts us by email and explain the fault with photos as we may be able to offer assistance. If we cannot easily resolve the problem then we will provide instructions for return of the item back to us. The valid return period is 14 days after the purchase date.

I've changed my mind about a product. Can I exchange it?

Yes. We will accept a return if it is brand new and unused in its original packaging. Within 7 days of your purchase, you can send it back to us for a product exchange.
You are responsible for the freight cost returning the item to us and will need to pay a further delivery fee for the new item. The valid return period is 14 days after the purchase date.