+64 9 262 0252

zephs@kwestcloth.com

KWEST CLOTHING

Refund and Returns Policy

‌Effective Date: November 10, 2026‌

KWEST CLOTHING LIMITED (referred to as “we”, “us”, and “our”) operates the e-commerce website at www.kwestcloth.com. This Refund and Returns Policy clearly outlines the rules and procedures for returns, exchanges, and eligible refunds for all products purchased through our platform. As a minimal clothing and accessories brand based in New Zealand, we design all our items to deliver durable, timeless value that fits your daily wardrobe, and we are committed to ensuring every customer is fully satisfied with their purchase. It is explicitly stated upfront that ‌we do not support “refund only” requests under any circumstances‌. All valid refund processes are strictly tied to the return of the purchased physical item to our designated warehouse, with no exceptions for full or partial refunds issued without the customer first returning the corresponding product.

1. General Eligibility for Returns

To qualify for our return process, your request must meet all of the following conditions:

  • Your return request must be submitted within 30 calendar days of the date you receive your ordered item. Any requests submitted after the 30-day window will not be accepted for return.
  • All returned items must be in unused, unworn, and unwashed condition, with all original tags, labels, and protective packaging fully attached and intact. Products that show signs of wear, damage caused by improper use, washing stains, or alterations made by the customer will not be eligible for return.
  • Customized, personalized, or final-sale products (clearly marked on the product listing at checkout) are not eligible for return, unless the item arrives with verified manufacturing defects or shipping damage caused by our logistics team.
  • Under no circumstances will we process a pure refund request where you keep the purchased product. Even if you claim partial dissatisfaction with the item, you are required to send the full corresponding product back to us for inspection before we can proceed with any eligible settlement. We strictly prohibit all “keep the item and get a full/partial refund” arrangements, as this policy is implemented to ensure fair and consistent treatment for all our customers and to maintain sustainable operations for our New Zealand-based small brand.

2. Step-by-Step Return Process

  1. ‌Submit Your Return Request‌: First, send a formal return application to our customer support team at zephs@kwestcloth.com. Please include your order number, the name of the item you wish to return, and a brief note explaining your reason for the return. Our support team will review your request and send you a confirmed return authorization and the exact return shipping address (40 Tuaiwi Street, Manukau, Auckland 2104, New Zealand) within 2 business days. We do not accept returns sent to any address other than the one explicitly shared in our authorization response.
  2. ‌Ship the Item Back‌: Pack the item securely in its original packaging, include a copy of your order confirmation note inside the parcel, and ship it back to the address provided by our team. You will be responsible for covering the return shipping cost, unless the return is caused by our verified error: for example, we shipped you the wrong item, or the product has confirmed manufacturing defects that do not match the product description on our site. For error-related returns on our side, we will provide you with a pre-paid shipping label to cover the return cost.
  3. ‌Item Inspection‌: Once our warehouse team receives your returned parcel, we will conduct a full inspection of the item within 3 to 5 business days to confirm it meets our return eligibility requirements. If the item fails inspection due to damage, missing tags, or signs of use, we will send the item back to you and are not obligated to process any refund for the order.
  4. ‌Settlement After Confirmation‌: After we confirm your returned item is fully eligible for our policy, you can choose to receive an even store credit that can be used for any future purchase on www.kwestcloth.com, or request an exchange for a different size, color, or style of equal value from our product catalog. A monetary refund will only be processed in rare cases where we are unable to provide a suitable exchange or store credit option that matches your needs, and only after we have completed the full item inspection and confirmed you have returned the product as required. The refund will be issued to your original payment method, and it may take 7 to 14 business days for the funds to reflect in your account, depending on the processing speed of your payment service provider.

3. Damaged and Defective Items

If your order arrives with obvious shipping damage, manufacturing defects, or does not match the item you ordered, please contact our support team immediately at +64 9 262 0252 or email zephs@kwestcloth.com within 7 days of delivery, and attach clear photos of the damaged packaging and defective product for verification. Our team will confirm the issue within 2 business days, and arrange a free pre-paid return label for you to send the incorrect or defective item back to us. After we receive and inspect the returned item, we will arrange a free replacement product to be shipped to you at no extra cost, or process a full store credit that covers the full value of your original order, plus a small extra credit to cover your inconvenience. We will never issue a refund for a damaged or defective item without you first returning the original faulty product to our team.

4. Exceptions and Special Notes

We do not accept return requests for items that are damaged due to customer misuse, improper storage, natural wear and tear from regular long-term use, or damage caused after the delivery is completed. We are not responsible for lost or damaged return parcels sent by customers that do not use the pre-provided authorized return address, so we highly recommend you use a tracked, insured shipping service when sending back returned items to avoid parcel loss issues.

If you have any questions about this Returns and Refund Policy, you can reach out to our team at any time via email at zephs@kwestcloth.com, call us at +64 9 262 0252, or send mail to our registered address at 40 Tuaiwi Street, Manukau, Auckland 2104, New Zealand. Our customer support team will respond to your inquiry within 2 business days.