Returns & Exchanges

KOKYY Policy

Returns & Exchanges

We want every KOKYY order to arrive as expected. If something is not quite right, please contact us and we will review it with care.

Change-of-Mind Returns

For eligible change-of-mind returns, we may offer store credit once the item has been returned, received, and checked.

To request a change-of-mind return, please contact us within 14 days of delivery.

  • The item must have been purchased from kokyy.co.nz.
  • The item must be unopened, unused, and in its original condition.
  • All original packaging, labels, tags, seals, and accessories must be intact.
  • Proof of purchase must be provided.
For hygiene, safety, and product quality reasons, baby care, feeding, oral care, skincare, hygiene, and personal care items can only be considered for change-of-mind return if they are unopened, unused, and returned with all original packaging intact. Some items may have product-specific return conditions.

Liquid and Hygiene Products

Some items have specific return conditions due to their product type, packaging, or hygiene requirements.

For product integrity, hygiene, and safety reasons, liquid cleaning products, detergents, and baby care liquids are not eligible for change-of-mind return once dispatched, unless the item is faulty, damaged, incorrect, or otherwise covered by New Zealand consumer law.

This does not affect your rights under the New Zealand Consumer Guarantees Act 1993.

Exchanges

Rather than arranging a direct item swap, eligible change-of-mind returns are usually handled with store credit.

Once your store credit has been issued, you can place a new order for the item you would prefer, subject to availability.

Store Credit

Store credit for approved change-of-mind returns will be issued after the returned item has been received and checked.

Store credit is issued in NZD and can be used on a future KOKYY order.

Original shipping fees are non-refundable for change-of-mind returns once an order has been dispatched.

Return Shipping

Return shipping costs for change-of-mind returns are the customer's responsibility.

We recommend using a tracked shipping service, as we cannot assess or process a return until it has been received by us.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, incorrect, incomplete, or not as described, please contact us as soon as possible with your order number and clear photos of the issue, where applicable.

We will review the matter and, where required, meet our obligations under the New Zealand Consumer Guarantees Act 1993.

If the return is due to our error or a confirmed fault, we will cover reasonable return shipping costs within New Zealand.

Non-Returnable Items

Unless required by law, we cannot accept change-of-mind returns for:

  • Opened, used, or unsealed baby care products.
  • Pacifiers, teethers, oral care, feeding, skincare, hygiene, or personal care items that have been opened or used.
  • Liquid cleaning products, detergents, and baby care liquids once dispatched, where the return is for change of mind.
  • Items with broken seals, missing labels, missing accessories, or damaged packaging.
  • Clearance, promotional, or final sale items for change of mind.
  • Gift cards.
  • Items damaged due to misuse, incorrect storage, or failure to follow product instructions.

How to Request a Return

Please contact us before sending anything back.

Email: support@kokyy.co.nz

Please include your order number, the item you would like to return, and a brief reason for your request.

Returns sent without prior approval may not be accepted.

Assessment and Processing

Returned items will be assessed once received. If the return is approved, we will confirm the outcome by email.

Approved change-of-mind returns are usually processed as store credit, unless otherwise agreed by KOKYY.

Consumer Rights

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or any other applicable New Zealand consumer law.