Refunds and returns

Basedrop is operated by Kiwi Pak Limited. This policy sits alongside your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, and nothing here takes those rights away.

If something is faulty or not what you ordered

Tell us and we will make it right: a replacement, or a refund, whichever suits. You do not pay to return a faulty item. Please get in touch within a reasonable time of noticing the problem.

If you simply changed your mind

You have 30 days from purchase. The item has to come back unopened, unused and in its original packaging, and you pay the return postage. We recommend a tracked service, because until it reaches us it is still your parcel.

What we cannot take back

Anything opened. We sell food, and once a seal is broken we have no way to know how a product has been stored, so we cannot resell it or accept it back. This is a food-safety limit, not a commercial one, and it does not apply if the product is faulty.

Original shipping is not refunded on a change-of-mind return.

How refunds are paid

To the card or account you paid with. Once we approve it, expect up to 5 business days for your bank to show it. We will email you either way.

Parcels that do not arrive

Tell us within 28 days of dispatch and we will chase the carrier and sort it out with you.

Questions about this policy? Use the contact form and it reaches us directly.

Kiwi Pak Limited trading as Basedrop.
806 Omahu Road, Frimley, Hastings 4120, Hawke's Bay, New Zealand

Last updated 15 September 2026.