Kiwibuyers.com — Refunds & Returns (Step by Step Guide)
This guide explains exactly how buyers request a refund, how to upload proof, how long each step takes, and how sellers can protect themselves. It applies to all marketplace listings unless otherwise specified.
Quick Summary
- Report delivery issues within 24 hours: If your item arrives damaged, incomplete, or not as described, report it via your Success Trade page within 24 hours of delivery.
- Non-delivery / lost in transit: Open a case once the seller’s delivery window has passed. If the parcel is confirmed lost, no success fee is charged to the buyer. Stripe payment fees may still apply if they are non-refundable.
- Processing time: Once approved by Kiwibuyers, refunds typically appear within 1–10 business days, depending on your bank/payment provider.
- Where refunds go: Refunds are credited to your Kiwibuyers.com Wallet first. You can reuse the balance or withdraw to your original payment method (subject to bank/Stripe processing times).
- Fees: A 2% admin fee may apply. Stripe gateway fees may be non refundable (domestic and international), per Stripe policy.
- A) Buyer — How to Ask for a Refund
1) Start the request
- Go to My Purchases →Success Trade for the order.
- [Placeholder Screenshot: Success Trade button location]
- Click Report an Issue / Request Refund.
- [Placeholder Screenshot: Report Issue button]
- Select a reason:
- Item not received
- Item not as described (wrong, missing parts, different model/specs, counterfeit, second hand sold as new, etc.)
- Item arrived damaged
- Seller cancelled after payment
Deadline: If delivered, submit within 24 hours of delivery. If not delivered, submit after the seller’s delivery window ends (and ideally within 7 days of that date).
2) Upload proof (the stronger the evidence, the faster the decision)
Upload any of the following that apply:
- Photos/videos clearly showing the issue (include the packaging and shipping label).
- Unboxing video (if available) from unopened to reveal.
- Screenshots of the listing title, description, and key photos (to show the difference).
- Tracking page or courier “Proof of Non Delivery” screenshot for missing items.
- Messages between you and the seller (if a promise was made about condition/specs).
3) Resolution options
Depending on the case, Kiwibuyers may:
- Full refund (item not received; significantly not as described; damaged with no viable repair/replace).
- Partial refund (minor discrepancy; buyer agrees to keep item).
- Replacement / exchange (if seller offers and buyer agrees).
- Return for refund (seller provides return label or reimburses standard return postage where seller is at fault).
Change of mind: Not required by law; only available if the seller’s listing explicitly offers it.
- B) Seller — How to Protect Yourself (Before & After Dispatch)
Before dispatch
- Inspect the product thoroughly; confirm model, colour, capacity, serials.
- Photograph the item and its condition; include all accessories.
- Package securely with adequate cushioning; photograph the packed box.
- Use tracked shipping for all orders; signature required for items over NZD $100.
- Insure high value shipments and declare correct value.
- Upload tracking to the order within 2 business days of dispatch.
After dispatch
- Monitor tracking and proactively communicate delays.
- Keep courier receipts and tracking proofs.
- Respond to disputes within 2 business days.
Lost in transit protocol
- Provide tracking showing movement and last scan.
- File a courier claim and share the claim reference with the buyer in the case chat.
- NZ Post: Claims typically resolved within 10–15 business days.
- DHL Express: Claims typically resolved within 7–10 business days.
- FedEx: Claims typically resolved within 10–20 business days.
- Any other chosen delivery options: Claims typically resolved within 20–30 business days.
- If the parcel is confirmed lost or no delivery scan exists to the buyer’s address:
- Buyer receives a refund.
- No success fee is charged to the buyer.
- Stripe fees may still apply if non refundable.
- Seller can pursue reimbursement via the courier/insurer claim.
“Not as described” or “Damaged” deliveries.
- Offer either a prepaid return label, replacement, repair, or refund as appropriate.
If returning, refund on confirmed return scan or receipt of goods, unless Kiwibuyers instructs otherwise.
- C) Timelines (Service Levels)
- Buyer reports issue: Within 24 hours of delivery (quality/description issues). For non delivery, after delivery window ends and within 7 days of that date.
- Seller response: Within 2 business days of the case opening.
- Kiwibuyers review: Typically 5–10 business days after both sides provide evidence.
- Refund payout speed: 1–10 business days after approval (bank/payment provider dependent).
These are typical timeframes; complex cases may require additional time for courier investigations.
- D) Fees & Payouts
- Admin fee: Kiwibuyers may charge a 2% admin fee on successful sales and on refunds/returns processing.
- Stripe fees: Stripe gateway fees may be non refundable on reversals per Stripe policy (applies to NZ and international).
- Buyer success fee: Not charged if the order is lost in transit.
Wallet first: Refunds credit to the Kiwibuyers Wallet; the buyer may reuse or withdraw to the original payment method.
- E) International Sellers (Extra Requirements)
- Include shipping cost + GST (if applicable) + Stripe cost in your listed price.
- Use tracked & insured shipping and provide tracking promptly.
- Ensure compliance with New Zealand consumer law and your local export rules.
Be transparent about customs/duties; state who pays what in the listing.
- F) Clear Communication Rules
- Keep all communication on platform so Kiwibuyers can assist.
- Do not resolve disputes off platform or ask buyers to close a case before resolution.
Kiwibuyers may hold or reverse payouts while a case is open.
- G) Special Categories — Property, Motors, Jobs & Services
Refunds and returns do not apply in the same way to these categories. Instead:
- Property listings are advertising only; no refunds are issued once the listing is live.
- Motors listings are advertising only; no refunds are issued once the listing is live. Buyers and sellers must handle inspections, payments, and transfers directly.
- Jobs & Services are advertising only; Kiwibuyers is not a contracting party. Buyers/employers must negotiate directly with the service provider or candidate. No refunds once the listing is live.
- No refunds are available once a job has been started, a service delivered, or work commenced. Any disputes about performance, quality, or delivery must be resolved directly between the buyer and provider.
- Mediation option: Kiwibuyers may, at its discretion, assist by facilitating communication between the parties. However, Kiwibuyers cannot enforce outcomes or guarantee refunds in Jobs & Services disputes.
In all cases, standard listing fees, success fees, and Stripe fees may still apply and are non-refundable once the listing has gone live.
- H) Monthly Vendor Subscriptions
- Vendors who wish to cancel their monthly subscription must notify Kiwibuyers within 24 hours of the renewal charge.
- Cancellation requests will be processed within 1–10 business days.
- Refunds, if applicable, will follow the same wallet/Stripe timelines as above.
Any listing activity or benefits used during the subscription period may reduce or void refund eligibility.
- I) Legal Notes & References
- This guide works alongside our Terms & Conditions, Seller Terms, and Privacy Policy.
- Compliance with New Zealand consumer law (including the Consumer Guarantees Act and Fair Trading Act) is required.
Stripe’s refund rules apply to all card payments (domestic and international).
- J) Need Help?
If you can’t find what you need in your case page, contact Kiwibuyers Support with your Order ID and a brief summary (3–5 lines) of the issue and steps taken so far.
If you ever need us, please feel free email us at: – support@kiwibuyers.com