Refund policy

Returns and refunds

We want you to be able to send something back without an argument. This policy applies to orders placed on this website and is written to match the return rules that apply to our store.

Return window

You can ask for a return within 30 days of delivery. Write to support@kilcreasephillip.shop from the address you used on the order and tell us the order number and what is wrong. We answer within two business days.

Condition of the item

The item has to come back in the state it arrived in: unused, with the accessories, cable, manual and packaging that were in the box. We cannot accept a return on an item that has been dropped, opened up, or used somewhere it was not designed to be used, and we cannot accept worn ear tips or similar hygiene-sensitive parts once the seal is broken.

Return shipping

Return postage is the buyer's responsibility unless the item arrived damaged or the wrong item was sent. Send it tracked: a return that disappears in the post cannot be refunded. Keep the receipt until the refund has cleared.

Refunds

Once the parcel reaches us we inspect it within three business days and refund to the original payment method. Your bank usually shows the credit within 5-10 business days after that. Shipping charged on the original order is not refunded unless the fault was ours.

Faulty items

If a product fails while it is still under its stated warranty, send us a short description and a photo or short video of the fault first. Where we can, we replace the unit; where a replacement is not available we refund it. Do not return a faulty item before you have spoken to us, so that we can give you the right return address and a reference number.

Kai Davidson
34 Heretaunga Street East, Hawke’s Bay, Hastings 4122, New Zealand
Email: support@kilcreasephillip.shop
Phone: +64 3 307 1150