Returns & Exchanges

Returns Policy
We offer 30-day returns on full-priced items. Products must be returned in original condition with tags attached and in original packaging. Sale items can be returned for store credit within 14 days.

How to Return

  1. Log into your account on keepsakekin.com
  2. Go to Order History and select “Return Item”
  3. Complete the returns form and print your label
  4. Package items securely with the returns form inside
  5. Drop at your nearest NZ Post location

Return Conditions
For a successful return, items must be:

  • Unused and unwashed
  • In original packaging with all tags
  • Accompanied by proof of purchase
  • Free from odors, stains, or damage

Non-Returnable Items
The following cannot be returned:

  • Personal hygiene products
  • Customized or made-to-order items
  • Clearance or final sale merchandise
  • Opened bedding for health reasons

Return Costs
Standard returns: $7.50 deducted from refund
Free returns for:

  • Faulty or damaged items
  • Incorrect items received
  • Returns over $150 value

Refund Processing
Refunds are processed within 5 business days of receiving your return. The refund will be issued to your original payment method. Please allow 3-5 additional days for bank processing.

Exchanges
We offer size and color exchanges subject to availability. To exchange:

  1. Return the original item
  2. Place a new order for the preferred item
  3. Email us at keepsakekin.com to match the transactions

Faulty Items
If you receive a faulty item:

  • Contact us within 48 hours of delivery
  • Provide photos of the fault
  • We’ll arrange free courier collection
  • Choose replacement or full refund

International Returns
We accept international returns but recommend contacting us first through keepsakekin.com for specific instructions and cost estimates.

Store Credit
Opt for store credit and receive:

  • Instant credit upon return processing
  • No deductions for return shipping
  • 12-month validity period
  • Ability to use across multiple orders

Return Status
Track your return through:

  • Your account on keepsakekin.com
  • The tracking number provided
  • Email notifications at each stage

Hygiene Products
For hygiene reasons, we cannot accept returns on:

  • Mattress protectors
  • Pillows
  • Weighted blankets
  • Bed linen once opened

Late Returns
Returns after 30 days may be accepted at our discretion and subject to:

  • 20% restocking fee
  • Store credit only
  • Extended processing time

Damaged Returns
We cannot accept returns that show signs of:

  • Water damage
  • Animal hair
  • Smoke or food odors
  • Excessive wear or misuse

Christmas Returns
Items purchased between November 15th and December 24th may be returned until January 15th of the following year.

Return Packaging
Use original packaging where possible. We recommend:

  • Strong outer boxes
  • Adequate padding
  • Securely sealed packages
  • Removing old labels

Quality Issues
Contact us immediately if you experience:

  • Material defects
  • Manufacturing faults
  • Early wear and tear
  • Performance issues

Business Returns
Business customers should contact us through keepsakekin.com for specialized returns processing and bulk return arrangements.

Questions
For returns assistance, contact us through keepsakekin.com. Include your order number and photos if relevant. Our team responds within 24 hours on weekdays.