Refund policy

We want you to be pleased with what arrives from KIERAN CLARK. If something is not right, this page explains how returns and refunds work. It sits alongside your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, which we do not limit in any way.

30 days to return a change of mind

If you change your mind, you may return most items within 30 days of receiving your order for a refund or an exchange. The garment must be unworn, unwashed and in the condition you received it, with the original tags attached and in its original packaging where possible. For hygiene reasons we cannot accept used underwear, swimwear with removed hygiene protection or pierced jewellery unless the item is faulty. Sale items follow the same rules unless their product page says otherwise.

How to start a return

Email info@silvanode.shop with your order number and the reason for the return. We reply within one business day with a return reference and the return address. Please wait for that confirmation before posting anything back, as parcels that arrive without a reference can be refused.

Return shipping

For change-of-mind returns inside New Zealand, return postage is paid by you and is not refunded unless the item was faulty. We recommend a tracked service: parcels that go missing on the way back to us cannot be refunded unless they are tracked. If the item is faulty, damaged or not what you ordered, we cover the return postage and reimburse reasonable, documented courier costs.

Refunds

Once your return arrives and has been checked, we email you to confirm the outcome. Approved refunds are sent to the original payment method within 10 business days of approval. Your bank or card issuer may need a further 3–5 business days to show the credit. Original delivery charges are refunded only where the whole order is returned as faulty or incorrectly supplied.

Exchanges

Tell us the size or colour you would like when you request the return and we will hold the replacement while your parcel is in transit, subject to stock. If the replacement is unavailable we refund you instead.

Faulty, damaged or incorrect items

Every item is checked before it is packed. If something arrives damaged, defective or different from what you ordered, email us within 48 hours of delivery with photographs of the item, the tag and the courier label. We will arrange a replacement or a full refund including delivery, and we pay the return postage.

Your Consumer Guarantees Act rights

Our goods come with guarantees that cannot be excluded under the Consumer Guarantees Act 1993. The goods are guaranteed to be of acceptable quality, fit for their purpose and to match the description we give. If a garment fails to meet these guarantees you are entitled to a replacement, a repair or a refund, and to compensation for any reasonably foreseeable loss caused by the failure. Where the failure is substantial you may choose a refund or a replacement and may also keep any other compensation. Nothing in this policy replaces those rights.

Contact

Questions about a return? Email info@silvanode.shop or call +64 27 518 9403. Our business address is 38 Scott Street, Blenheim 7201, Marlborough, New Zealand.