Warranty Information & Returns Policy
Return Policy
If you are not 100% happy with your product, we will happily accept a return within 7 days of your receiving it. Please note that returning the product is at your cost, and the original shipping cost will not be refundable. There will also be a 10% restocking fee. Any items on sale, we reserve the right to decline to accept for return. Especially those times with large discounts or on clearance.
If any individual component is found to be defective – meaning, affecting the safety or structural integrity of the set or component - or missing, please contact us immediately and will arrange for the part to be sent out to you straight away.
Warranty Information for products excluding the playgrounds (see further down) and minicars (see the bottom of the page).
Warranty details are included on the individual product page. If there is no warranty specified, then there is no ongoing warranty included. However, if your product is defective, damaged or missing parts, please contact us immediately on receipt of the product, so we can arrange for this to be rectified. If the product is damaged, we do require photographs of the delivery parcel/boxes to prove there is or is not damage by the transport agency. Also, as relevant, include photographs of the damaged products.
Playgrounds:
Kiwiplay warrants its swing sets to be free from defects in workmanship and materials, under normal use and conditions, for a period of 10 years for above ground structural wood components and for two year for all other components (e.g., swings, hardware, plastics, tarps, rope ladder, etc.). The playgrounds are wood products, so they must be sealed/oiled/painted within a couple of months of being assembled, and annually thereafter to maintain maximum wood life & integrity.
Cosmetic imperfections and natural tendencies of wood such as peeling, splintering, warping, seasonal checking or cracking, knots or knot holes, etc. are normal characteristics of all outdoor wooden play equipment and are not covered by this warranty.
Wood rot or decay that develops because the product was installed in an area with poor drainage is not covered under this warranty. Timber that has been damaged by wood boring bees, or conditions that develop as a result of faulty or improper installation of the product, are not covered by this warranty. Fading of stain, discolouration or mould on any wood part or accessory is not covered by this warranty. Cracks in plastic components, surface rust on hardware and chips on powder coated materials are not considered defects in material as long as they do not affect the functionality or structural integrity of the part or component.
It is the owner's responsibility to maintain the swing set. This includes but is not limited to re-staining and resealing the timber as needed and regular inspection to be sure all hardware is tight. Instructions for proper maintenance can be found on the Kiwiplay website. This should be done this as soon as the playground is purchased and every 1-2 of years after that. (www.kiwiplay.nz). Imperfections or conditions that develop because of a failure to properly maintain the swing set are not covered by this warranty.
Kiwiplay will repair or, at its discretion, replace any above ground part within the stated warranty period that is defective in workmanship or materials. This decision is subject to verification of the defect, which, at Kiwiplay's discretion, may be accomplished by submitting photographs or by delivery of the defective part to Kiwiplay. Any warranty claim must include proof of purchase, including the date of purchase. In addition, within the first 30 days from the date of purchase, Kiwiplay will replace any parts discovered to be missing from or damaged in the original packaging.
This warranty is valid only if the product is used for the purpose for which it was designed and installed at a residential, single-family dwelling. This warranty is void if the product is used in a commercial, institutional or multi-family setting. This warranty does not cover normal wear and tear or (a) products that have been damaged by acts of God and/or nature, negligence, misuse or accident; (b) products that have been modified or repaired by unauthorized persons; (c) the cost of labour; or (d) the cost of shipping any replacement product or part.
This warranty is non-transferable and does not extend to the owners of the product subsequent to the original purchaser.
If any individual component is found to be defective – meaning, affecting the safety or structural integrity of the set or component - or missing, please contact us immediately and will arrange for the part to be sent out to you straight away. Please again prove with photographs.
With wood, a natural product, it has physical tendencies as it acclimatises to its environment. Slight checking (cracking), is normal and characteristic of almost all outdoor timber.