Returns, Exchanges & Refund Policy

As a small business, Klay maintains structured return and refund policies to ensure all products remain in perfect condition for every customer, and to apply consistent standards across all orders. Returns, exchanges, and refunds are only accepted under the conditions outlined below, and must be authorised in writing.

How to Request a Return

• Contact hello@klay.co.nz within 48 hours of receiving your order.
• If your return is authorised, the item must be lodged with a tracked courier (signature required) within 3 calendar days.
• All courier costs for returns and exchanges are the responsibility of the customer.

Returns sent without prior written approval will not be accepted.

Return Eligibility Criteria

Items must be:

• Unused and in brand new condition
• Returned with all original packaging, tags, and labels intact
• Packaged securely in original or equivalent protective materials
• In undamaged product boxes or wrapping

Returns will not be accepted if:

• The return is posted more than 3 days after authorisation
• The item shows any signs of use, wear, washing, or alteration
• The item has odours, pet hair, or other indications of handling

Packaging Responsibility

Customers are responsible for ensuring returned items are securely packaged. Items or packaging damaged in transit due to insufficient packaging will not be eligible for a refund or exchange.

Refunds

Refunds are available for eligible returns and are subject to the following deductions:

• 10% restocking fee to cover handling and administration, which includes the non-refundable transaction fees from the original payment provider
• Any subsidised shipping cost covered by Klay Example: If the customer paid $7 for delivery and the actual cost was $11, the $4 difference will be deducted from the refund.

Refunds are issued via the original payment method and may take up to 10 working days to appear in the customer’s account.

Transaction Fee Breakdown

Klay does not profit from payment processing fees. These transaction fees are charged by external payment platforms, and unfortunately, Klay cannot claim a refund for these fees.

• Shopify (New Zealand orders): 2.7% + NZ$0.30
• Shopify (International orders): 3.5% + NZ$0.30 + 2% currency conversion
• PayPal: 5% PayPal fee

Exchanges

Exchanges are available for eligible items and do not incur refund-related deductions. Customers are responsible for all courier costs related to exchanges.

If the exchanged item is lower in value and the customer requests a cash refund for the difference, standard refund deductions (restocking and transaction fees) will apply to that portion only.

Items Not Eligible for Return or Exchange

It will be noted on the product page if an item is not eligible for return.

The following items are not eligible for return, exchange, or refund:

• Sale items
• Limited edition or special release products (e.g. select Japanese imports, Lunar Calendars).
• Made-to-order items (e.g. custom Disc or Globe Covers)
• Socks
• Items damaged due to improper care, wear and tear, or failure to follow care instructions. Care instructions are sewn into garments, bags, shower curtains, and cushion covers, and must be followed to maintain product quality. Additionally we have a product care page here with extra tips.

Faulty or Damaged Items

Faulty Items

If an item is faulty, contact hello@klay.co.nz with a clear description and supporting photographs. If confirmed, Klay will arrange a repair, replacement, or refund.

Items Damaged in Transit

If your order arrives damaged:

• Contact Klay within 24 hours of delivery
• Provide photos of the item and original packaging, along with a clear description of the damage

Store Credit Expiry

Store credit issued as part of an approved return is valid for 12 months from the date of issue.

Proof of Delivery Required

Proof of delivery (courier tracking with signature confirmation) is required for all returns. Klay is not responsible for lost parcels without verified tracking.

Final Decision

Klay reserves the right to make the final decision on any return, refund, or exchange request. By placing an order, the customer agrees to the terms outlined above.