1. Services
KO CARE provides on-site professional mattress-care and hygiene treatments at your location. Because these services are performed in person, no physical shipping or delivery applies to standard bookings.2. Product Orders (Future & Add-On Sales)
From time to time, KO CARE may offer physical products for sale — such as hygiene sprays, dust-mite prevention patches, or other accessories.
For those product orders:
- Orders are processed within 1–3 business days after payment.
- We ship nationwide within New Zealand via tracked courier.<br
- Standard delivery takes 2–5 business days, depending on your location.
- A confirmation email and tracking number will be provided once your order has been dispatched.
If you wish to collect products directly, please contact us to arrange local pickup by appointment at our Auckland base.
3. Returns & Exchanges
Due to hygiene and safety regulations, KO CARE cannot accept returns or exchanges on any opened or used products (e.g., sprays, patches, or pillow protectors).Returns are accepted only when:
- The product arrives damaged, defective, or incorrect, and
- You contact us within 7 days of delivery with proof of purchase and photo evidence.
- Unused and unopened
- In their original packaging
- Returned within 14 days of delivery
4. Service Refunds
Refunds for cleaning or pest-control services are covered under our Refund & Service Policy. We may offer a re-service or partial refund only if the issue is directly related to workmanship or service performance.5. Shipping Fees
- Standard NZ shipping rates apply and will be displayed at checkout.
- KO CARE is not responsible for delays caused by couriers, natural events, or incorrect address details provided by the customer.
- Shipping fees are non-refundable except where KO CARE has sent the wrong or faulty product.
6. Contact Us
If you have any privacy concerns, questions, or requests under the Privacy Act 2020, please contact:info@kocare.co.nz
021 251 7977
10 Brookfield Street, St Heliers, Auckland 1017