Refund policy

Refund and return policy

Last updated: 12 November 2026

Anything bought from JAQUE VANDER BERG can come back within 30 days of the day it was delivered, provided it returns complete and in the condition it was sent.

One email, then the parcel

Tell us first: service@kivrane.shop, order number, and what went wrong. The reply carries the Geraldine return address and a reference number, and without that reference the parcel takes longer to trace back to you.

What has to come back

A return should contain every part the parcel contained — the cable, the adapter, the printed sheet, the mounting hardware, any trial cells. Damage caused by a drop or by cleaning with a solvent is not covered.

Faulty rather than unwanted

If the unit misbehaves rather than merely disappointing you — a fan whose speed wanders, a neck fan that rattles against the collar, a clock that loses time or flickers at night — send a short video and we treat it as a fault. Return postage is ours, replacement or refund is your choice, and the Consumer Guarantees Act 1993 sits behind all of it.

When the money arrives

Returns are checked within two business days of arriving in Geraldine. Approved refunds go back to the original card or account within five business days, though the bank may take longer to show the credit. Original postage is refunded when the item was faulty, damaged in transit or not what you ordered.

Exchanges

Prefer an exchange to a refund? Mention it in the email and the replacement is reserved while your parcel travels back, which keeps the whole thing to one round trip.

JAQUE VANDER BERG
3 Walnut Drive, Canterbury, Geraldine 7930, New Zealand
Email: service@kivrane.shop
Phone: +64 6 385 8666