Refund policy
Please note that we do not offer free returns. Charges apply.
Return Policy: Is it possible to return my order? Yes, it is possible.
If you are not satisfied with the ordered items, you have the option to return them within 30 days of receipt. In this case, the order must meet the following conditions:
- The order must still contain all relevant parts, components, and the packaging must be in the same condition as at the time of receiving the product.
- Proof of normal handling of the product must be provided; damages due to improper handling are excluded.
- Products where hygiene is important must be thoroughly cleaned before initiating the return process.
- If the product is found to be defective upon receipt, it is eligible for return.
- We reserve the right to charge the customer for shipping costs.
- Returns will be processed within 7 working days, and if the conditions are met, the return will be officially acknowledged within this period.
*We reserve the right to reject returned items if we suspect they have been used or damaged due to our fault.
How can I return my order? If your order meets the above conditions, you must follow these steps to initiate the return process:
- Send an email to: info@highkiwi.com
- Ensure that the email contains the following information:
- Order number
- Reason for the return request
- Photo of the product in case of breakage
- First name + last name of the customer
- Customer's address
We will then communicate with you and provide you with the return address. Do not send the return to the sender; we will provide you with the correct address after you contact us. The customer bears the shipping costs for returning the product.
CANCELLATION STRUCTURE
The consumer has a right of withdrawal according to the following provision if the consumer is a natural person who concludes a legal transaction for purposes that are predominantly neither commercial nor self-employed:
A. CANCELLATION CONDITIONS
Right of Withdrawal The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, have taken possession of the goods.
Since we operate with a fully automated system, orders are executed immediately after placement. Therefore, we cannot interrupt the shipping process until delivery has been made, and a refund is not possible upon receipt of the goods.
To exercise your right of withdrawal, you must inform us at Monica Melbourne by means of a clear statement (e.g., by email) of your decision to withdraw from this contract. The revocation is complete when we have received the goods. The buyer bears the costs of returning the goods.
Proof of Shipments in Transit As our goods are shipped from Asia, there may be longer transit times that we do not control. If the goods are already on their way to you, cancellation is not possible. Please wait until you receive the goods and then return them to us. Of course, you can inform us of your cancellation in advance.
To ensure a speedy return, please provide us with a shipping confirmation.
Consequences of Withdrawal If you withdraw from this contract, we must refund you all payments that we have received from you, including delivery costs (except for the additional costs resulting from the fact that you have chosen a different type of delivery than the cheapest standard delivery offered by us), immediately and at the latest within fourteen days from the day on which we received notification of your withdrawal from this contract and received the goods back. We will use the same means of payment for this refund as you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged fees for this refund.
ALL RETURNS WILL BE SENT AT THE CUSTOMER'S EXPENSE TO OUR CENTRAL WAREHOUSE IN ASIA.