Return & Refund Policy

for Flexigoods operated by Kiwi Appliance Rental Limited

Return & Refund Policy

At Flexigoods, we aim to provide quality products and fair service to all customers. This Return & Refund Policy should be read together with your Rent-Fix Contract, Disclosure Statement, and our Terms & Conditions.

1. Eligibility for Returns

You may request a return of Goods in the following situations:

  • The Goods were delivered damaged or faulty.
  • The Goods supplied were incorrect.
  • The Goods are not fit for their intended purpose under the Consumer Guarantees Act 1993.
  • Flexigoods approves an early cancellation of the Rent-Fix Contract.

All return requests must be reported to us as soon as possible after delivery or discovery of the issue.

2. Damaged, Faulty, or Incorrect Goods

If your Goods arrive damaged, faulty, or incorrect:

  • You must notify Flexigoods within 2 days of delivery.
  • We may inspect the Goods before approving a repair, replacement, or return.
  • Flexigoods may:
    • repair the Goods;
    • replace the Goods with a similar or better model; or
    • arrange collection and cancellation of the contract if the issue cannot reasonably be resolved.

Where the damage occurred during delivery, Flexigoods will arrange replacement Goods at no additional cost.

3. Change of Mind Returns

Because Rent-Fix agreements are customised rental contracts, we generally do not offer refunds or returns for change of mind after delivery.

However, Flexigoods may approve an early cancellation at its sole discretion. If approved:

  • Early Termination Fees may apply;
  • Outstanding payments and charges must still be paid;
  • Goods must be returned in acceptable condition; and
  • Cleaning or collection fees may apply.

4. Condition of Returned Goods

Returned Goods must be:

  • clean and hygienic;
  • in reasonable condition considering fair wear and tear;
  • free from intentional damage or neglect; and
  • returned with all accessories, remotes, cables, manuals, and components.

Additional cleaning or repair charges may apply if the Goods are not returned in acceptable condition.

Standard Cleaning Charges

Product TypeCleaning Fee
Whiteware$45
Electronics$30
Furniture$45
Beds (sanitation cleaning)$60

5. Refunds

Refunds may be issued where required by New Zealand consumer law or approved by Flexigoods.

Approved refunds may include:

  • upfront payments made before delivery where Flexigoods cannot supply the Goods;
  • payments made in error;
  • overpayments; or
  • approved contract cancellations before delivery.

Refunds will generally not include:

  • delivery fees already incurred;
  • administrative costs;
  • cleaning fees;
  • late payment fees;
  • liability waiver fees already used; or
  • other charges permitted under the Rent-Fix Contract.

Any approved refund will usually be processed to the original payment method within a reasonable timeframe.

6. Early Termination

If you wish to end your Rent-Fix Contract early:

  • you must contact Flexigoods directly;
  • all Goods must be made available for collection;
  • Early Termination Fees and outstanding balances may apply; and
  • the contract is not considered cancelled until confirmed by Flexigoods.

Failure to return the Goods may result in repossession action and additional charges.

7. Liability Waiver Claims

Where you have purchased the Liability Waiver and remain up to date with payments:

  • you may be covered for qualifying theft, burglary, or accidental damage events;
  • a Liability Waiver Excess may apply; and
  • police reports or supporting evidence may be required.

The Liability Waiver does not cover neglect, abandonment, intentional damage, or preventable loss.

8. Consumer Guarantees Act

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer laws.

9. How to Request a Return or Refund

To request a return, repair, replacement, or refund, contact:

Flexigoods Customer Support

Please include:

  • your full name;
  • contract or customer details;
  • description of the issue; and
  • photos where applicable.

10. Dispute Resolution

If you are not satisfied with our response, you may contact the independent dispute resolution service:

Financial Dispute Resolution Service (FDRS)

There is no cost to customers for using this service.