How to initiate a refund/return to KiwiDrop
To initiate a return/refund process, you can begin from the order you would like to return on the KiwiDrop Orders page. We will get back to you by email. Returns for US items must have manufacturers tags and be returned in original packaging. Items must have no odors, no pet hair, and returned in a resellable condition.
You can find the button to return within your Orders page.
Please read below for additional details and requirements on what you'll need to begin the process. If they do not meet the requirements we may decline the return.
Sample Returns Policy for Retailers
Retailers may return sample products if they are within the returns timeline AND they meet the following requirements.
- The item contains a manufacturing defect such as holes in fabric, incorrect sewing, etc. OR, the item does not match the measurements provided on the KiwiDrop website
- The item must be unworn with original tags still attached packaging with SKU label. The “do not remove” tag must be attached and packaging with the SKU barcode label must be included along with the original clear garment packaging.
Returns Policy for Consumers (For Dropshipping orders)
Consumers may return products if they are within the returns timeline AND they meet the following requirements.
- The item must be unworn with original tags still attached packaging with SKU label. The “do not remove” tag must be attached and packaging with the SKU barcode label must be included along with the original clear garment packaging.
- Returns Timeline is 7 days: The return/refund requests must be initiated within 7 calendar days upon receiving the order for all orders.
- The 7-day window starts from the date that the courier shows the package as delivered.
- If the order is a split package shipment and arrives at different times, the 7-day window will begin when the final package is shown as delivered.
Does Kiwi communicate directly with my customer?
We do not communicate with your clients directly. When your clients reach out for a return/refund/exchange, please fill out the form here on behalf of your clients.
How do you obtain your refund after your return is processed by Kiwi?
- Upon receipt of the physical return, we will refund your original payment method within 5-7 days. Your card issuing bank may take longer to process the refund and credit to your account.
- You are responsible for issuing refunds to your clients on your Shopify Admin. If you see the order still showing "Fulfillment in progress", you can manually mark it as fulfilled and then you will be able to refund.
US Return Address:
Contact us
Reach out to us via email at support@kiwidrop.com or text us at +1(650)750-1567 anytime and we will get back to you within 24 - 48 hours.