Returns & Refunds Policy

Last updated: 24 Oct 2025

1) Return Eligibility & Window

• 30-day window: Unused and unopened items may be returned within 30 days from delivery (excludes “as-is/clearance”, replacement parts, customized items; see Section 7).
• Defective/incorrect/damaged on arrival: Contact us within 7 days of delivery with photos/videos.
• After 30 days: non-quality returns are not accepted; quality issues may be handled under our Warranty Policy (12 months).
• Amazon orders: If still within Amazon’s return window, please use Amazon’s return flow first. After the platform window closes, contact KiWiBiRD per this policy.

2) Return Shipping Responsibility

We cover return shipping (or provide a prepaid label/subsidy) for: wrong item/spec/color shipped by us; damaged on arrival; proven manufacturing defect; package lost; carrier misdelivery.

You cover return shipping for: remorse (wrong model/color/duplicate order/not needed), failure to read product details, wrong address provided, cross-border returns, no fault found after inspection, and any unauthorized returns.

For remorse returns, you are responsible for damage/loss in transit. Please pack securely and use trackable/insured shipping.

3) How to Initiate a Return

Email: support@ikiwibird.com (Subject: Return Request + Order No./Platform) and include:

• Order number and proof of purchase
• Reason for return and issue description
• Photos/videos (for DOA/defect/wrong item)
• Pickup/return address, contact name, phone number

We’ll reply with the return address and instructions. Please do not ship without authorization.

4) Condition of Returned Items

• Items should be clean, unused, and returned with all original packaging, accessories, manuals, gifts.
• Missing parts/packaging damage/visible wear may reduce the refund or lead to rejection.
• Serial/batch numbers (if any) must match the order record.

5) Refund Method & Timeline

• After we receive and inspect the return, we’ll notify you.
• Approved refunds are initiated within 5 business days to the original payment method.
• Bank/card posting usually takes 7–14 business days depending on the issuer.
• If refund to the original method is not possible (e.g., expired card), we may request a same-name PayPal account to complete the refund (where applicable).

6) Exchanges

The fastest way is refund + re-order. For quality issues or wrong-item shipments, we can also arrange a replacement after confirmation.

7) Non-Returnable Items

• “As-is/clearance”, customized/personalized items, replacement parts, gifts/samples
• Items beyond the return window or warranty period
• Non-quality issues reported after 30 days from purchase
• Unauthorized returns
• Damage due to misuse/modification/liquid ingress/drops/over-voltage/force majeure
• Purchases from unauthorized resellers (including second-hand/auction)
• Lost or stolen items

8) Additional Notes

• Customs/duties: For cross-border returns, mark as “Returned Goods” to avoid import charges; any incurred fees may be deducted from the refund.
• Restocking: KiWiBiRD does not normally charge restocking fees. For non-quality returns with missing accessories, visible wear, packaging damage, or unauthorized returns, a deduction of up to 15% may apply where permitted by law.
• This Policy works together with our Shipping Policy and Warranty Policy.

9) Contact

Email: support@ikiwibird.com

Company: YAMASUN CAPITAL LIMITED

Address: Burrell House, 44 Broadway, London, United Kingdom, E15 1XH