Last updated: 8 October 2026

Your rights under New Zealand law

Our products come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. They must be of acceptable quality, match their description and be fit for the purpose we say they are for. Nothing in this policy limits those rights or any rights you have under the Fair Trading Act 1986. If you live outside New Zealand you may also have rights under your local consumer law.

Faulty, damaged or wrong items

If something arrives damaged, is faulty, or is not what you ordered, contact us at sales@killergroom.com or on 0800 KILLER (0800 545 537). Please include your order number, a short description of the problem and a photo if you can. There is no fixed deadline, but getting in touch soon after you notice the problem helps us sort it quickly.

Depending on the problem, we will replace the product (if we have one in stock) or refund you. If the problem is serious (a major failure under the Consumer Guarantees Act), you choose whether you get a replacement or a refund.

We may ask you to send the item back. Please contact us first at sales@killergroom.com or on 0800 KILLER (0800 545 537) before you send anything, and we will confirm the details. Returns go to Killer Groom Limited, 7 Neilpark Drive, East Tamaki, Auckland 2013, New Zealand. We will cover the reasonable cost of sending a faulty, damaged or wrong item back. Sometimes a photo is all we need and you will not have to send anything back.

You do not need the original receipt. Your order number, order confirmation email or a bank statement is enough proof of purchase. If the item was a gift, you have the same rights.

Items lost or damaged in transit

Your order is our responsibility until it is delivered to the address you gave us. If it arrives damaged, or tracking shows it has not arrived, contact us and we will chase the courier and send a replacement or refund you.

Change of mind

We do not offer refunds if you simply change your mind, because our products are personal grooming products. This does not affect your rights if a product is faulty, damaged or not as described.

Sale items

Sale and discounted items have the same faulty-goods rights as full price items.

How refunds are paid

We refund to the original payment method, usually within 5 working days of agreeing the refund (or of receiving the return, if we asked for it back). Your bank or card provider may take a few more days to show it.

Subscriptions

To skip, change or cancel a Subscribe & Save plan, see our Terms of Service or contact us. A faulty item in a subscription order is covered by this policy in the same way as any other order.

Gift cards

Gift cards are not refundable for cash, except where the law requires it. See the gift card terms on the gift card page.

Business and wholesale purchases

If you buy to resell, you are not a consumer under the Consumer Guarantees Act. If you buy for other business use, the Act may still apply. Either way, we will put things right if a product is faulty, damaged or wrong.

Contact us

Killer Groom Limited, 7 Neilpark Drive, East Tamaki, Auckland 2013, New Zealand
Email: sales@killergroom.com
Phone: 0800 KILLER (0800 545 537)