How To Return Goods For Replacement, Repair Or Refund.

Kiwi Possum at Austin Limited prides itself on its high standards of quality control. If your order* is not the colour or size you ordered, or has an obvious manufacturing flaw, simply notify us within 7 days of its receipt and we will exchange, repair or refund your purchase. 

*Applies only to standard items purchased through the website. 

All you have to do is: 

•  Email Kiwi Possum at Austin Limited immediately to advise us of the problem:  Dianne Austin-Wilson   dianneaustinwilson@gmail.com    Tel: 027 292 1555      

•  Return it to us at your cost within 30 days of emailing us by the same or faster delivery method by which it was sent you.  Please ensure the item is covered by insurance as we cannot refund it if lost in transit.

•  Ensure the item is in its original condition unworn with the original swing ticket in place.  If the item is an apparel item: you may try on the item for a few minutes but not wear it out to an event.  If the item is a hat, please do not try on with an oily hair product. For these and all other items, please do not smoke near it, use it profusely, nor accidentally or deliberately damage it. If any of the above abuses of our Returns Policy is found to have occurred, your right to a replacement or refund  may be waived or compromised.  

Postal Address: 23 Wakatipu Heights, Queenstown, 8300 New Zealand 

When we receive back the goods, we will then send the replacement or repair back to you at our cost or refund your purchase via the credit card you used to pay for the goods.

NB: Refunds do not apply to custom orders. Custom orders are requests for tailor made garments or apparel items in special sizes or in special skins - they are exempt from a refund as we have built specifically to your measurements.

Refunds do not apply to sales outside of this official Kiwi Possum at Austin Limited  website.

Nor do they apply if you have requested any changes to our normal specifications of a website  product eg: if you requested changes to our standard patterns, fabrics, linings or notions as the item is now classified as a "custom build" and cannot be resold. 

Additionally, "Change of mind", "the recipient did not want it", or slight delays in delivery which are beyond our control ( eg: delays in postal services before Xmas) are also not valid reasons for a refund as we have manufactured in good faith specifically for you as soon as possible after you placed the order.

Terms and Conditions of Trade When Ordering Online

Our Commitment
● Once we have received your email with your Order we will email you back on the same day with confirmation.
● You will be emailed Shipping Advice as soon as the goods are consigned. If the item is posted, there is no tracking number. If the item is couriered, you will be provided a tracking number.
● We have the right to make a judgement call whether to either split consignments or combine consignments for multiple items when we ship for free or at subsidised prices to get the best deal on freight costs.
● We insure your order in transit whether it be posted or couriered, so you are fully protected.
● We will place a receipt in with your order to the exact amount of the online transaction paid by you.
If you have paid in a foreign currency, we may give you the bank conversion in New Zealand dollars.
● We will manufacture or supply most standard website items within 14 working days. Throws or garments may take up to 21 working days. This time frame is applicable to most times of the year but there may be delays around Xmas so you are advised to get orders in 6-8 weeks early to avoid
the rush. These time frames are also subject to hide and material availability.
● If your order is urgent, please advise and we will try to expedite your order as much as is possible.
● If you want to make small changes to our product specifications when you order ( eg: different lining, adjust length etc) please advise and we will do our best to custom build an article to your advice.
● If we cannot supply certain goods in a reasonable time frame, you will be kept informed if you are backordered or you will be given a choice to choose another colour, size or item if the item is sold through.
● We will make your order from the best hides or materials available taking the utmost care with quality control.

Your Commitment
● You acknowledge that the credit card you are using is rightfully yours or, if not, that you have the card owner's permission to use it.  We reserve the right to ask the relationship between yourself and the card owner before we process your order.
● If the validity of the transaction is in question, you agree to give further proof that you are the bona fide payer or recipient of the goods on order.
● You acknowledge that possum fur and other materials we utilise are natural and that the images on the website are indicative only as variations in colour, texture, markings and loft mean that no 2
hides are identical.
● By ordering from Kiwi Possum at Austin Limited, you realise you will automatically be placed on our mailing list for new designs, future specials and promotions. You have the opportunity to unsubscribe if you wish.
● You acknowledge that any sales tax, duty or clearance costs charged in the country to which the goods are shipped is the responsibility of the Recipient and that you are to pay these fees in lieu of refusing delivery of the consignment sent to you in good faith.
● You realise that if for any reason you wish to freight the goods back to us, that the freight will be at your cost. We have already given you free or subsidised delivery. 
● The information in your order that you have given us will be followed exactly. If you have mis-spelt or given the wrong address, it is your liability if the goods are delayed or do not arrive as we have consigned in good faith to your instructions.

● You realise that sometimes it is not feasible to send to a certain address you have given due to lack of infrastructure, disasters, political upheaval or risk in that area. We will then ask you to provide an alternate address and/or contribute towards extra freight costs due to these
circumstances beyond our control.
● You realise that there is no tracking number for posted items - only for couriered items.
● You will not plagiarise or copy any of Kiwi Possum at Austin Limited's original and copyrighted designs of it's brands on a commercial basis.
● You will not send SPAM through our Facebook/Twitter/Email links
● You are responsible for your own Password security as we do not have access to it.

Returns Policy
● If the item is not what you ordered or has an obvious manufacturing defect, you agree to abide by the conditions of our Returns Policy.
● You agree to our publishing any positive comment made by you in any written correspondence to us regarding our products/service on our Testimonial Page or other.

How To Return Goods For Replacement, Repair Or Refund
Kiwi Possum at Austin Limited prides itself on its high standards of quality control. If your order* is not the colour or size you ordered, or has an obvious manufacturing flaw, simply notify us within 7 days of its receipt and we will exchange, repair or refund your purchase.
*Applies only to standard items purchased through the website.
All you have to do is:
• Email Kiwi Possum at Austin Limited immediately to advise us of the problem
• Return it to us at your cost within 30 days of emailing us by the same or faster delivery method by which it was sent to you. Please ensure the item is covered by insurance as we cannot refund it, if lost in transit.
• Ensure the item is in its original condition unworn with the original swing ticket in place. If the item is an apparel item: you may try on the item for a few minutes but not wear it out to an event. If the item is a hat, please do not try on with an oily hair product.  For these and all other items, please do not smoke near it, use it profusely, nor accidentally or deliberately damage it. If any of the above abuses of our Returns Policy is found to have occurred, your right to a replacement or refund may be waived or compromised.

Postal Address:  23 Wakatipu Heights, Queenstown,  8300 New Zealand

When we receive back the goods, we will then send the replacement or repair back to you at our cost or refund your purchase via the credit card you used to pay for the goods.
NB: Refunds do not apply to custom orders. Custom orders are requests for tailor made garments or apparel items in special sizes or in special skins - they are exempt from a refund as we have built specifically to your measurements.
Refunds do not apply to sales outside of this official Kiwi Possum at Austin Limited website. Nor do they apply if you have requested any changes to our normal specifications of a website product eg: if you requested changes to our standard patterns, fabrics, linings or notions as the item is now classified as a "custom build" and cannot be resold.
Additionally, "Change of mind", "the recipient did not want it", or slight delays in delivery which are beyond our control ( eg: delays in postal services before Xmas) are also not valid reasons for a refund as we have manufactured in good faith specifically for you as soon as possible after you placed the order.

SHIPPING TIMES

All standard items purchased from Wear New Zealand are either SHIPPED FREE or a small nominal fee is charged depending on the current promotion.
We insure all our parcels so you are fully protected.  

We ship using the following methods:

Courier Post
NZ: 1-2 working days. Rural deliveries may take longer
 

DHL, Fedex 

Australia: 3-5 working days

Rest of World: 5-7 working days

Please Note The Following:
• The above dates apply only after we have manufactured or collated your goods. The dates are are to be used solely as a guideline rather than a definitive statement as we ship internationally and some countries have faster clearance times than others.
• Tracking does not exist for air posted items. There is tracking on couriered items and you will be given a number.
• Inclement weather, Strikes, Airline delays, Public Holidays, Customs Clearance holdups and other similar occurrences are out of our control and hence we accept no liability for hold ups due to external factors such as these.
• Duties, Sales Tax, or Customs Clearance fees, if any, are the sole responsibility of the recipient in their own country as we do not govern the laws of the countries we send goods to.
• We will not send goods to countries with little or no governmental infrastructure; or to countries where it is known that imported goods are likely to be seized or held indefinitely until corrupt levies are paid.
*Deliveries to Russia: only Fedex freight is allowed for incoming freight until further notice. Customers will be notified of freight surcharges in this instance.
* Freight surcharges may be added to some destinations. 

 Any surcharges will be advised beforehand.
* Other areas with limited infrastructure, conflict or natural disasters  they have to pay courier fees or given a choice to send to a safer area.