Returns & Refunds Referral program

Returns & Refunds

Kapai Puku (kapaipuku.com) ensures that all personal details are kept strictly private. As an online retailer, all information collected is used solely for business purposes. No personal information is ever sold to or shared with third parties. Personal details will only be forwarded for the purposes of delivering products.

Kapai Puku’s site is secured by GeoTrust SSL 256-bit encryption. This ensures the highest level of security. All communications between your browser and Kapai Puku’s web servers are private and secure.

When making purchases on the Kapai Puku website, available payment methods are credit card (including American Express), Afterpay and PayPal.

ABN: 50 083 987 740

Refund Policy

TO REQUEST A REFUND, YOU MUST CONTACT KAPAI PUKU WITHIN 7 DAYS OF RECEIPT.

We want to make sure all our customers are 100% satisfied, which is why we offer no-fuss returns. If you have received a damaged product or incorrect item please contact us and we will refund the amount of the product or replace it in your next order. If you change your mind after purchase, please contact us at office@kapaipuku.com and we will provide a return address to send the product/s back (at the buyer’s expense).

If an incorrect item is received, please contact us as soon as possible. If an item is incorrect, we will happily exchange it for the correct product once the incorrect product has been returned to us UNOPENED. Please ensure the products received are correct before opening. Correct products can be verified against the order invoice. The replacement item will only be sent once the incorrect item has been returned.

Customers are also welcome to a refund (minus the shipping cost) once products are returned unopened. If a product is missing from the order, please contact us immediately upon receiving the parcel and provide a scanned copy of the invoice. We will issue a refund or store credit for the missing product.

In the event of major faults and defects a full refund will be issued including postage.

Unfortunately, there are strictly no refunds or exchanges once the products are opened.

Shipping costs are non-refundable.

Damages

ANY DAMAGED ITEMS RECEIVED MUST BE REPORTED WITHIN 48 HOURS OF RECEIPT.

If an item is damaged and not of acceptable quality please contact us. A photo of the damaged item/s must be provided. Proof of purchase must be provided before you can receive a full refund. We may request the item be returned before we offer a refund or replacement.

Exchanges

TO REQUEST AN EXCHANGE, YOU MUST CONTACT KAPAI PUKU WITHIN 7 DAYS OF RECEIPT.

If you change your mind, we are happy to offer an exchange. Products for exchange must be returned in original condition. Customers will incur shipping costs for the return postage of the product and for the new product to be sent to you.

Out of Stock Items

While we strive to maintain stock and monitor inventory levels, we cannot always guarantee stock availability. Products listed as ‘in stock’ on the Kapai Puku website may be subject to availability. Last-minute supplier delays or product shortages may not always be reflected on the website. During times of high product flux or high website traffic, updates can be delayed and products may be out of stock when listed online as ‘available’. We do not send items out separately once they are back in stock. A refund for the unavailable item will be credited back into your account. We work to ensure that all stock is available at all times. However, shipping delays can occur. We will advise if there are any unusual shipping delays.

If an item is missing from your order and you have not been notified that it is out of stock, please notify us within 24 hours with a scanned copy of your invoice. A refund for the missing item will be credited to your account or a full refund offered. Please check your order against the invoice as soon as it arrives. We cannot issue refunds, replacements or store credit for missing items if you cannot provide proof of purchase or if too much time has lapsed after receiving your order.

Delivery

An accurate delivery address must be provided. We do not take any responsibility for damage to or loss of your order due to an incorrect address being provided. Kapai Puku will assume that the person receiving the order at the delivery address is authorised to do so.

Orders will generally require a signature upon delivery. If we’re instructed to leave the parcel without a signature, we cannot take responsibility for any damage or loss incurred. We cannot take any responsibility for loss of or damage to your order after it has been delivered to your nominated address. Please make a note in the delivery instructions section if you would like to physically sign for your package and we will ensure the driver will not leave your order until it has been signed for.

 

 

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