Returns & refunds

Who this policy applies to

This policy applies when you buy from Kumara Acoustics Limited trading as Kella + Co (Kella + Co) through https://kellaco.nz in trade (our usual online shop).

If you buy the same stock on Trade Me or Designer Wardrobe, that platform’s process applies to the purchase — contact us via that platform or email and we will still meet our legal obligations as the seller.

Your rights under New Zealand law

When you buy goods from us for personal or household use, the Consumer Guarantees Act 1993 (CGA) applies — including to second-hand goods.

The Fair Trading Act 1986 (FTA) requires us to be truthful in advertising and listings and not mislead you about what you are buying.

Under the CGA, goods must be of acceptable quality, fit for any particular purpose you told us about before buying, match their description and sample (if any), and be delivered within a reasonable time.

For second-hand fashion, “acceptable quality” takes account of age, price, wear, and anything we told you about flaws. We describe visible wear honestly; you should expect normal signs of use unless we say an item is unworn.

• Consumer Protection (MBIE): consumerprotection.govt.nz
• Commerce Commission: comcom.govt.nz
• Citizens Advice Bureau: cab.org.nz

If something is wrong (faulty or not as described)

Contact us as soon as you can — ideally within a few days of delivery — with your order reference, barcode (SKU), and clear photos of the issue.

We may ask you to return the item for assessment. We will provide reasonable return instructions and, where the CGA applies and the failure is our responsibility, we will meet our share of reasonable return postage.

If the problem is minor, you can ask us to remedy it. We may choose a repair, replacement (if we have a comparable item), or refund.

If the problem is serious (for example unsafe, not wearable as described, a material difference from photos/description, or a fault you could not reasonably know about before buying), you may reject the goods and choose a refund or replacement where available.

We do not use “no refunds”, “as is”, or “no guarantees” wording to remove rights you have under the CGA when you buy from us as a consumer in trade.

Change of mind & fit

Second-hand items are sold as described. We do not offer change-of-mind returns unless we clearly say so on the product page or agree in writing for your order.

Check measurements and size notes in the listing. Vintage and pre-loved sizing varies by brand and era. Contact us before buying if you need help.

If an item does not fit but matches its description, that is not a fault under the CGA.

Refund process

Approved refunds are returned to the original payment method where possible (for example the card used through Stripe).

Refunds are usually processed within 5–10 business days after we agree the return or remedy; your bank may take additional time to show the credit.

If only part of an order is refunded (for example one item from a cart), shipping may be recalculated or partially refunded depending on what was wrong and what was delivered.

Order cancelled or item unavailable

Each listing is usually for one unique item. If an item has already sold elsewhere before we process your order, we will cancel the order and refund any payment taken.

If we cancel for another reason on our side, you will receive a full refund of amounts paid for that order.

Disputes

We aim to resolve issues fairly and promptly. If we cannot resolve a dispute, you may be able to take a claim to the Disputes Tribunal (disputestribunal.govt.nz) or the courts of New Zealand, subject to their limits and rules.

Nothing in our policies removes your right to pursue remedies available under New Zealand law.

How to contact us

Email or phone: our contact details on this website.

Include your name, order date, barcode (SKU), and a short description of the issue. We aim to respond within a few business days.