(Effective for all online purchases from klothing.co.nz)

At KlōTHING Ltd, we take great pride in the craftsmanship, quality, and sustainability of our Merino luxury garments. Each piece is designed to last and made responsibly. If, however, your purchase does not meet your expectations, our return policy ensures a transparent and fair resolution.

1. Return Eligibility

You may return any unworn, unwashed, and unused item within 14 days of delivery, provided it is in its original condition and packaging, with all labels and swing tags attached.

Items that show wear, damage, alteration, or are returned without original packaging or proof of purchase may not qualify for a refund.

2. How to Initiate a Return

To start a return, please contact our customer care team at
return@klothing.co.nz

Include your order number, full name, and reason for return. Once reviewed, you will receive a Return Authorization (RA) and detailed shipping instructions.

Returns sent without prior authorization may not be processed.

3. Return Shipping Options

a. Free DHL Express Returns

If your region qualifies for free DHL Express return shipping, KlōTHING Ltd will issue a prepaid return label. Once your parcel is received and inspected, a refund will be issued excluding original shipping charges and GST (if applicable).

b. Customer-Paid Returns

If your region is not eligible for free DHL Express returns, you are responsible for arranging and paying for return shipping using a trackable and insured courier to:

KlōTHING Ltd – Returns Department

Auckland, New Zealand

KlōTHING Ltd is not liable for parcels lost or damaged in transit when returns are arranged independently.

4. Customs Duties, Taxes & Refused Deliveries

Customers are responsible for all customs duties, VAT, import taxes, and handling fees imposed by their country of residence.

If a parcel is refused due to unpaid customs or import duties:

• If a free DHL Express return is available, KlōTHING Ltd will accept the return and refund the full item value excluding GST and original shipping after inspection.
• If a return service is not available, or the parcel is not accepted by the carrier, it will be destroyed, and no refund will be issued.
• Refunds are issued only after the product is physically received and inspected by KlōTHING Ltd.

This clause applies globally and ensures consistency with international customs regulations.

5. Refund Processing

Once the returned item is received, inspected, and approved, you will be notified by email.
Refunds are issued to your original method of payment within 7–10 business days.

Refunds exclude:

• Original shipping costs
• GST or VAT (if applicable)
• Any customs, re-import, or courier fees incurred during return

6. Exchange Policy

KlōTHING Ltd does not currently offer direct exchanges.
If you wish to change size, colour, or style, please place a new order and return the original item for a refund under this policy.

7. Our Commitment

At KlōTHING Ltd, every policy is guided by the same principles that shape our garments — integrity, sustainability, and respect.

We aim to ensure every customer interaction reflects the quality and trust inherent in our Merino products.

For assistance, please contact us at
return@klothing.co.nz

9. Legal Notice

This policy is governed by the laws of New Zealand, where KlōTHING Ltd is registered and headquartered. Nothing in this document limits your rights under applicable local consumer laws in your country of residence.