Refund policy

We are committed to providing our customers with the best possible experience.

We are proud to offer The Grounded Kiwi 90-Day Feel Better Guarantee on all Grounding bed mats and wellness bundles. See here for the full Terms & Conditions

Committed to Quality

Quality should never be a compromise. No matter what product you're looking for, we guarantee reliability and connection to Earth when used correctly. We want you to feel confident that your purchase is the right decision.

• We offer a 2-year guarantee on manufacturing quality and continued conductivity for our premium Earthing mats (ranging from Super-King to Single sizes)—twice as long as any other provider worldwide. This guarantee does not cover damage resulting from misuse or improper care. To maintain coverage, you must strictly follow the cleaning instructions we provided. For example, damage often observed as flaking or wear in the torso area—typically caused by excessive sweat, frequent movement, or failure to adhere to the recommended cleaning procedures—is explicitly excluded from the guarantee.
• While shopping with us, we want you to be delighted with the experience. Please get in touch with us if you have questions about us, our products, or even shipping! We hope you continue to shop with us for many years to come.
• 12 Months on all other items unless stated.

Order Mistake / Change of mind returns 

If you have ordered and received an item but it doesn't meet your expectations or is the wrong size, we are happy to offer a swap or a refund, provided the item is in brand-new, unused condition. 

AFTERPAY - Change of Mind Cancellations 

For change-of-mind order cancellations where Afterpay was used as the payment method, the refund amount will be less the Afterpay fees incurred, as these fees are non-refundable and cannot be recouped by us. By proceeding with a purchase using Afterpay, you acknowledge and agree to this condition.

Note: This applies only to change-of-mind cancellations and does not affect your rights in the event of faulty or damaged goods.

Hygiene-Sensitive Items – Including Earthing Mats, Pillow Covers, and Clothing

At Grounded Kiwi, we prioritise the health and well-being of all our customers. Therefore, for hygiene reasons, we cannot accept returns on used sheets, pillow covers, quilted pads and clothing unless covered by the 'The Grounded Kiwi 90-Day Feel Better Guarantee'. 

This policy is in place to protect everyone, as these items come into contact with the body and cannot be resold once used. This is a standard practice across many reputable retailers, including well-known New Zealand stores like Briscoes, Spotlight, and The Warehouse, who, for the same hygiene reasons, do not accept returns on used bedding. 

We understand that purchasing an Earthing product is an investment, and we want you to be delighted. We guarantee that every Earthing product you receive from us is brand new and in pristine condition. We maintain strict quality control measures to ensure this.

We encourage you to give Earthing a fair chance to work its magic. It's important to understand that Earthing is a process, and the benefits often build over time. Many people experience positive changes within a few weeks, but for others, it can take up to 40 nights of consistent use for the body to fully adjust and respond to the Earth's energy. This allows time for your body's systems to reset and optimise their function. The cumulative effects of Earthing can significantly improve overall well-being.

To learn more about the science behind Earthing and how it can benefit your health, we recommend exploring the research conducted by Oschman et al. (2007), titled "The Biophysics of Earthing (Grounding): The Restoration of Stable Internal Bioelectrical Environment and Electrosmog Reduction." This study provides valuable insights into the physiological processes influenced by Earthing.

• "But I only used it once!" Our policy is in place to protect all customers. Even a single use can compromise the hygiene of these items. We cannot resell them, and disposing of them creates unnecessary waste. We appreciate your understanding in this matter.
• "What if it's faulty?" If you believe your Earthing product is faulty, please get in touch with us before using it. We will gladly replace any defective item covered by our warranty. We stand behind the quality of our products. We have never in 8 years found an Earthing product to be faulty/ non-conductive. 
• "I'm not happy with it." We understand that sometimes a product might not be the perfect fit.  That's why we encourage you to thoroughly research Earthing and its potential benefits before making a purchase.  We provide resources like research studies and testimonials to help you make an informed decision.  We're also happy to answer any questions you may have beforehand.  While we've seen incredible success with Earthing over the past 7+ years – with over 95% of our customers reporting positive results when they give it time – we understand it's not for everyone.  If you find you don't wish to continue, consider sharing the benefits by gifting your Earthing product to someone who could use it, or offering it for sale on a marketplace. This way, someone else can discover the potential of Earthing.
• "I felt nothing other than for a couple of days or weeks." While we understand your frustration that Earthing doesn't 'fix' all your sleep and health concerns immediately, over our 8 years in this space, we have seen the best results come after as many as 40 nights of continued use of an earthing product. You need to allow the healing process to work with your body. We want everyone to experience the benefits of earthing and will always encourage you to continue. Some of our very best reviews have come from customers who experienced nothing in the first few nights of earthing, but then went on to have "game-changing" improvements in their sleep, pain and well-being.

Restocking / Shipping / Handling Fee

For items returned to Grounded Kiwi, excluding warranty-related matters and under mutual agreement for a refund, a nominal fee of $30 will be applied. This fee is designed to cover the costs associated with shipping, handling, payment fees and restocking processes.

We appreciate your understanding and cooperation in maintaining a smooth and efficient return experience for all our valued customers. If you have any questions or concerns, feel free to reach out to our dedicated customer service team. Your satisfaction remains our top priority.

*For internationally delivered items returned to Grounded Kiwi, excluding warranty-related matters and under mutual agreement for a refund, a nominal fee of $20 plus the shipping fee will be applied.

For a return to be accepted, the returned item must be in its original, unused condition, and the packaging must be complete and undamaged. This includes all accompanying accessories, such as cords, plugs, and booklets.

Making a warranty claim

1) Contact us by email at hello@groundedkiwi.nz and provide details on your claim, including the Grounded Kiwi invoice number. Please include as much detail in your claim as you can, along with a photo if possible.

2) We will get back to you as soon as possible, and we may ask for further information about your use and care of the product.

3) Once approved for return for inspection, we will issue you an RMA number, which you must include in written form with your return. We must receive all returns within 10 days of the approval date. 

4) Return the item to us for inspection. Please pay the postage to return the item, and if it is accepted as a warranty claim, you will be reimbursed the cost of shipping with proof of receipt. 

5) Once inspected, if the item is deemed by Grounded Kiwi to be faulty and is covered under warranty conditions, we will quickly arrange a replacement or refund.

Grounding Mats/ Earthing Mats - Conductivity guarantee

If the item has not been used or cared for properly, your warranty will be void, and your claim will not be accepted. In particular, the earthing mats need to be cared for so that they can care for you!

Use Mild Soap and Water: Dampen a soft cloth or sponge with mild soap and warm water. Avoid using harsh chemicals, as they can damage the conductive material.

Gently Wipe Down: Gently wipe the surface of the mat to remove dirt, oils, and other debris.

Avoid Soaking: Do not soak or submerge the mat in water. Excess moisture can damage the inner conductive layer.

Dry Completely: Use a dry towel to absorb any excess water. Ensure the mat is completely dry before reconnecting it to the socket.

Regular Maintenance: Aim to clean your earthing mat every few weeks or as needed, depending on usage and environmental factors.

If body sweat is allowed to penetrate the underlay over time without regular cleaning, the carbon-infused leatherette may crack.

Forgot Your Discount Code? We’ve all been there! However, because we incur non-refundable transaction fees and administrative costs for every order, we are unable to issue refunds for forgotten discount codes.

To be eligible for a promotion, the code must be entered during checkout. If you missed it, reach out to us! While we can't refund the difference to your original payment method, we’re happy to provide you with store credit for the discount amount so you can save on your next order.