Refund policy
Returns, Refunds & Warranty Policy
At Kiwivolt, we are committed to delivering reliable energy products and clear after-sales support for New Zealand customers. This policy explains our standard returns, refunds, exchanges and warranty support. Your rights under the New Zealand Consumer Guarantees Act and other applicable consumer laws are not limited by this policy.
1. Change-of-Mind Returns
We accept returns for non-defective products within 30 days of delivery, provided the item is new, unused, in its original packaging, and includes all supplied accessories, manuals and parts.
To request a return, email support@kiwivolt.co.nz with your order number, product name, reason for return, and photos if helpful. Please wait for return instructions before sending any item back.
For change-of-mind returns, the customer is responsible for return shipping costs. Original shipping charges are not refundable unless required by law. We do not charge a restocking fee for approved standard returns.
2. Defective, Damaged or Incorrect Items
If your product arrives damaged, is incorrect, or appears to have a manufacturing fault, please contact us as soon as possible at support@kiwivolt.co.nz. Include your order number, a description of the issue, and photos or video where possible.
For approved defective, damaged or incorrect-item claims, Kiwivolt will provide a suitable remedy under applicable consumer law. This may include repair, replacement, exchange or refund. Where a return is required for an approved claim, Kiwivolt will provide return instructions and cover reasonable return shipping costs.
3. Exchanges
We accept exchanges for eligible products, subject to product availability and approval. Exchange requests should be made within 30 days of delivery for non-defective products, or within the relevant warranty period for approved warranty claims.
4. Refund Processing Time
Once an approved returned item has been received and inspected, refunds are usually processed within 10 business days. Refunds are issued to the original payment method unless otherwise agreed. Your bank or payment provider may require additional time to make the funds available.
5. Warranty Coverage
Unless otherwise stated, our products come with the following warranty periods:
| Product Type | Warranty Period |
|---|---|
| Portable Power Stations | 2 years |
| Home Energy Storage Systems | 10 years |
| Commercial & Industrial Systems | 5 years, extendable to 10 years upon request |
| Solar Panels | 2 years |
| Battery Packs, Custom or Modular | 2 years |
| Smart Control & IoT Devices | 1 year |
6. What the Warranty Covers
- Manufacturing defects in materials or workmanship.
- Premature failure under normal use and within the intended product application.
- Battery capacity degradation beyond acceptable thresholds, such as below 80% within 2 years for lithium batteries where applicable.
7. What the Warranty Does Not Cover
- Improper installation or failure to follow user manuals.
- Use in environments or applications outside the product specifications.
- Unauthorised modification, disassembly or repair.
- Power surges, water damage, corrosion, natural disasters, misuse or accidental damage.
- Normal wear and tear or consumable parts.
8. New Zealand Customers
Under the Consumer Guarantees Act 1993, products must be of acceptable quality, fit for their intended purpose, match their description or sample, and be free from manufacturing defects within a reasonable timeframe.
9. Australian Customers
For Australian customers, our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. For non-major failures, you may be entitled to have the goods repaired or replaced.
10. Project and Bulk Purchase Warranty Terms
For government tenders, construction firms, commercial resellers and bulk project purchases, Kiwivolt may offer customised support plans with dedicated service response times. Optional extended warranties may be available for large-scale deployments by agreement. Warranty start dates are based on delivery confirmation unless otherwise agreed in writing.
11. How to Make a Return or Warranty Claim
Email support@kiwivolt.co.nz with the following details:
- Proof of purchase, invoice number or order number.
- Product name and serial number, if available.
- Description of the issue or return request.
- Photos or video, where applicable.
We aim to respond within 2 business days and to process confirmed warranty or return claims within 10 business days where practical.