Warranty & Returns

Returns & Exchange Policy

We offer a 30-day return and exchange policy from the date of purchase. Unfortunately, we cannot accept returns or exchanges after this period. 

Returns for Non-Faulty Items

For non-faulty returns, the following conditions apply:

  • Proof of purchase is required

  • Items must be unopened, unused, and in resaleable condition

  • All original packaging, manuals, and accessories must be included

  • Shipping costs are non-refundable

If these conditions are met, we’ll be happy to offer an exchange or store credit.

Incorrect or Misdescribed Items

If you receive an item that does not match the product description or is different from what you ordered, please contact us immediately.
In such cases:

  • We will offer a replacement or a full refund (if the item is unopened and in re-saleable condition)

  • We will provide a prepaid return shipping label for any errors on our part

  • A full refund will be issued once the returned product is received and inspected

We’re committed to making things right if something goes wrong with your order.

Warranty Policy – White Donkey Ltd

At White Donkey, we’re committed to providing high-quality products and dependable customer support. All items we sell are backed by a minimum 3-month warranty, with some products offering extended coverage — for example, select electric kettles come with a 1-year warranty.

Please refer to individual product descriptions for the exact warranty period applicable to your purchase.

Warranty Policy

If you believe your product is faulty and still within the warranty period, please contact us at support@whitedonkey.co.nz and include the following:

  • A clear description of the issue

  • Photos or video evidence of the fault

  • Proof of purchase (invoice or auction number)

Once we review your claim, we’ll guide you through the next steps. If the claim is accepted under warranty, we will offer:

  • A replacement product, or

  • Store credit, if a replacement is unavailable

Important Conditions

  • Inspect all items immediately upon delivery

  • Any transit damage or faults must be reported within 24 hours of receiving the item

  • Prior approval from White Donkey is required before returning any item under warranty

  • Returned items must be in their original condition, including all packaging, accessories, manuals, and boxes

Return & Shipping Responsibility

  • The buyer is responsible for the cost of returning any faulty item to us

  • If the item is confirmed to be faulty, we will cover the cost of sending the replacement or repaired item back to you

  • If the item is found to be not faulty or not as described in your claim, you will be responsible for the return shipping cost, and the item will be returned at your expense

Warranty Exclusions

The warranty does not cover:

  • Incorrect assembly or installation

  • Misuse, abuse, or accidental damage

  • Unauthorized repairs or modifications

  • Use outside the product’s intended purpose

  • Missing packaging, parts, or accessories

If you have any questions about your warranty or need help with a claim, please don't hesitate to contact our support team. We're here to help!