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Refund policy


 

At Keda, we strive to provide high-quality imported food items. Due to the nature of our products, we have specific guidelines for returns, exchanges, and refunds to ensure the safety and satisfaction of our customers.

 

RETURNS & EXCHANGES POLICY:

 

Eligibility for Returns and Exchanges:

  • If you wish to return or exchange a product, you must notify us within 5 days of receiving the item.
  • The product must be in its original packaging and unopened. Opened or damaged items are not eligible for return or exchange unless the product is defective.

 

Defective Products:

  • If the product you received is defective, you must inform us within 3 days of discovering the defect, and no later than 14 days from the delivery date.
  • We will process returns or exchanges for defective products promptly upon notification.

 

NON-RETURNABLE, NON-EXCHANGEABLE & NON-REFUNDABLE CONDITIONS:

  • Products that are damaged or lost due to customer negligence are not eligible for return, exchange, or refund. This excludes minor packaging damage necessary to inspect the product.
  • Opened or damaged packaging that affects the product's value makes the product non-returnable, non-exchangeable, and non-refundable.
  • Products that have been used or partially consumed, resulting in a significant decrease in value, cannot be returned, exchanged, or refunded.
  • Items that cannot be resold due to the passage of time are not eligible for return, exchange, or refund.
  • Products with damaged packaging that can be replicated are non-returnable, non-exchangeable, and non-refundable.

 

CUSTOMER-INITIATED RETURNS & EXCHANGES:

  • If you change your mind and wish to return or exchange a product for reasons other than defects (e.g., taste or flavour preferences), you are responsible for the shipping costs associated with the return.
    Products returned due to a change of mind must be unopened and in their original condition. Refunds for change of mind returns are not provided for opened, partially opened, or partially consumed products.
  • Please note: For all approved refunds due to change of mind, a 3% processing fee will be deducted from the total amount refunded to cover non-refundable credit card transaction fees.

DAMAGED PRODUCTS DURING TRANSIT:

All of our products are checked for quality before dispatch. While we strive to ensure that the products are delivered to you in perfect condition, they may be damaged during transit. If this happens, please follow the steps below:

 

Report the Damage:

  • Send us an email at info@k-diet.co.nz within 14 days of receiving your order.
  • Include your order number, full name, and an image of the damaged product(s).

 

Processing the Claim:

  • Once your claim is approved, we will offer you the following options:
    • Refund: If you choose a refund, please note that depending on your credit card company, it may take an additional 3-7 business days after your credit is applied for it to be posted to your account.
    • Replacement: If you prefer a replacement of the same products, let us know in your email. We will arrange a return label for you to send back the damaged product(s).

 

Note: Return shipping charges are the responsibility of the purchaser. Shipping and handling charges are not refunded.

 

For further details or assistance, please contact our customer service centre at info@k-diet.co.nz.

We appreciate your understanding and cooperation.

 

Keda Team