Our Policies

Kiwibuyers.com Return & Refund Policy

At Kiwibuyers.com, we aim to provide a safe, fair, and reliable trading experience for both buyers and sellers. This policy applies to all marketplace listings unless otherwise specified (including property, motors, jobs, and services).

  1. Buyer Refund Eligibility

A buyer may be entitled to a refund if:

  • The item never arrived.
  • The item received is significantly different from the description in the listing.
  • The seller cancelled the trade after payment was made.

Important: Buyers must notify Kiwibuyers within 24 hours of delivery via their successful auction/trade page if they wish to raise a concern.

  1. Seller Responsibilities

All sellers (casual, business, or international) must:

  • Carefully check all goods before dispatch.
  • Accurately describe products in their listings.
  • Fulfil orders within the stated delivery timeframe.
  • Handle return or refund requests promptly and professionally.

If a buyer does not receive the product as shown in the listing, the seller will not receive payment. Instead, funds will be refunded back to the buyer.

  1. Refund Process & Fees
  • Refunds will be issued back to the buyer’s Kiwibuyers.com account wallet, which can be reused for future purchases.
  • com may deduct a 2% administration fee plus any non-refundable Stripe payment gateway fees from refunds or reversals.
  • This applies to both successful sales and refunded transactions.
  • Buyers and sellers should also review Stripe’s refund policies, as these apply to all transactions, including international sales.
  1. International Seller Responsibilities

In addition to the above, international sellers must:

  • Clearly include shipping costs, GST, and Stripe fees in their pricing before listing products.
  • Ensure compliance with both New Zealand consumer law and their own country’s trade requirements.
  • Be responsible for handling customs, duties, and import/export documentation.
  1. Vendor (Seller) Code of Conduct

All vendors agree to:

  • Provide clear return, refund, and warranty policies.
  • Handle disputes directly with customers in good faith.
  • Avoid fraudulent, misleading, or unethical practices.
  • Comply with New Zealand consumer protection laws.

Kiwibuyers limited reserves the right to withhold payouts, suspend listings, or restrict seller accounts in cases of non-compliance.

  1. Platform Fees & Payments
  • Sellers may be charged listing fees, commissions, or service charges as per the Vendor Pricing Schedule.
  • All fees must be paid on time.
  • co may withhold or adjust payouts where a refund or dispute has been raised.
  1. Shipping, Returns & Disputes
  • Vendors are responsible for setting clear shipping terms (costs, regions, and delivery timelines).
  • Vendors must cover return shipping costs if goods are faulty, misdescribed, or not as listed.
  • Any disputes regarding delivery, product quality, or returns remain the responsibility of the vendor.
  1. Final Notes
  • Refunds are subject to this policy, Stripe’s policies, and New Zealand consumer law.
  • Kiwibuyers acts as a facilitator of trades but is not the direct seller.
  • We encourage open communication between buyers and sellers to resolve issues quickly.

At Kiwibuyers.com, we are committed to serving our community with honesty, transparency, and fairness — ensuring no hidden surprises for buyers or sellers.

If you ever need us, please feel free email us at: – support@kiwibuyers.com