Refund policy

This Return and Refund Policy applies to all purchases made at the online store operated by KYE AINSWORTH. By placing an order, you agree to the terms below, which comply with Shopify platform rules and New Zealand consumer regulations.

1. Return Period

We offer a 30-day return policy. You may submit a return request within 30 calendar days from the date you receive your item(s). Return requests submitted after this period will not be accepted.

2. Return Eligibility

To qualify for a return, items must meet all of the following requirements. Unqualified returns will be rejected:
  • Items must be unworn, unused, unwashed, free of stains, damage, odors or artificial alterations.
  • All original tags, labels and original packaging must be fully intact and attached.
  • Valid proof of purchase (order number, order confirmation email or purchase receipt) is required.

3. How to Start a Return

To initiate a return, please contact our customer service team at info@kyeamart.shop with your order number and return reason.
Once your return request is reviewed and approved, we will send you a return shipping label and detailed return instructions. All items must be returned to our designated return address:
474 Palmerston North Road, Unit 11, Riverdale, GIS, Gisborne 4010, New Zealand
Important Notice: Items sent back without prior official approval will not be accepted or processed.
For any return-related inquiries, please contact us at info@kyeamart.shop.

4. Damages & Order Issues

Please inspect your order immediately upon delivery. If you receive defective, damaged, faulty or incorrectly shipped items, please contact us promptly after receiving the goods with photos or videos of the issue. We will evaluate the problem and provide a full refund, replacement or other reasonable solutions.

5. Non-Returnable Items

The following categories of items arefinal sale and non-returnable/non-refundable (unless defective or wrongly delivered):
  • Customized, personalized or specially ordered products.
  • Discounted sale items and clearance final sale products.
  • Gift cards and virtual store credit.
  • Perishable goods, personal care and hygiene products.
If you are unsure whether your item is returnable, please contact us before placing your order.

6. Exchanges

We do not support direct one-click exchanges. To obtain a new size, color or style, you may return your original item in accordance with our return policy. After your return is approved and processed, please place a new separate order for your desired item.

7. EU 14-Day Cooling-Off Period

For orders shipped to the European Union, customers have the statutory right to cancel or return the order within 14 days of receipt without providing any reason.
EU returns must also comply with our return eligibility standards: items must be unworn, unused, with complete tags and original packaging, and accompanied by valid purchase proof.

8. Refund Rules

We will inspect your returned items within 3–5 business days after receiving your package. We will notify you via email of your refund approval result.
If approved, refunds will be automatically processed to your original payment method within 10 business days. Please note that bank and credit card processing delays are beyond our control, which may take an additional 5–10 business days to arrive in your account.
If you do not receive your refund more than 15 business days after approval, please contact us at info@kyeamart.shop for follow-up assistance.

9. Contact Information

Trade name: KYE AINSWORTH
Phone number: +64 20 315 8924
Email: info@kyeamart.shop
Physical & Return Address: 474 Palmerston North Road, Unit 11, Riverdale, GIS, Gisborne 4010, New Zealand