15 day return policy

We stand behind every kiwi rituals product we sell. If a full-sized product isn’t a great fit for your skin and is causing either irritation or allergic reactions, we’ll be happy to provide you with a full product refund via your original payment method for products that are returned within 15 days of your delivery date.  

return delivery fees

Singapore returns - kiwi rituals will pay return postage

International returns - the customer will pay return postage

damages and issues

Please contact customer care as soon as possible after receiving your delivery if items are missing or broken.  For broken items please send us a photo of the broken items and/or package. Any broken or damaged package may need to be returned to our facility for further investigation. From there, our team will send a replacement to your original address.  

Unfortunately, we are unable to assist with items that arrived broken and/or missing outside of the 15-day return/exchange policy timeframe. 

If you notice a package is missing after receiving our delivery confirmation email please contact customer care, we require a minimum of 2 business days to file a claim with the carrier before sending a replacement. We are unable to assist after 15 days from when a package marked as delivered. 

Starting the return process

1.  Connect with customer care:  hello@kiwirituals.com

To start the returns process, our customer care team will be happy to assist with a complimentary return label for returns that meet our policy requirements. It is important that you contact customer care team (hello@kiwirituals.com) before you send in a return or exchange.   Do note that any outbound shipping fees are non-refundable.

2.  Complete the return form and print the label

Return labels will be sent to the email address attached to your original order unless otherwise specified.  Returns can only be processed if our Return/Exchange form is included, and the desired action is specified.

We are not responsible for returns lost in transit that have not been communicated to our customer care team.

3.  Pack your return

Please safely pack the products and include the return form.  Affix the prepaid return label to the box and ship it back to us by bringing the return to the carrier drop off point on the return label.

All returns must be received at our facility within 15 days of the return label being emailed - otherwise we will not be able to authorize the full refund.

Exclusions / non-returnable items

Kiwi Rituals returns policy does not apply to items which have been stated as non-exchangeable and non-refundable, items on sale, on promotions, obtained from any promotional events, travel sizes and samples.  Gift cards are also non-returnable.

For International deliveries, orders that cannot be cleared through Customs and orders refused by Customers due to Customs, Duties and Handling fees are disposed of.  Disposed of orders are not eligible for refunds. 

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

Please remember it can take some time for our payment partners (Mastercard, Visa, PayPal, UnionPay, ApplePay, GooglePay, ShopPay and Atome) to process and post the refund as well.  In total it may take up to 15 working days depending on the bank linked to your payment method.