Refund policy

RETURNS AND REFUND POLICY

At Kus & Co, we take great care to ensure every product reaches you in perfect condition. We stand by the quality of our formulations and are committed to delivering an  exceptional experience every time you shop with us.

In accordance with Australian Consumer Law, we are pleased to offer a replacement or  refund for any unopened and unused item(s) that are found to be faulty. Where required by law, we will meet our obligations under the ACCC or similar legislation, which may include providing a replacement (subject to stock availability) or issuing a refund once the faulty item has been returned and assessed.

How to Request a Return

If you believe your item is faulty, please follow the steps below:
1.    Contact Us:
Email info@kusandco.com.au with your order number, a detailed description of your concern, and any supporting photos. Our team will review your request and confirm whether it meets the criteria for a return.
2.    Return Your Item(s):
If approved, please return your item(s) to:
PO Box 703, Edge Hill QLD 4870, Australia.
Return shipping costs are the responsibility of the customer. Kus & Co does not reimburse return postage expenses.
3.    Assessment and Notification:
Once your returned item(s) are received, we will inspect them and notify you by email of the outcome — whether your refund or replacement has been approved or declined.
4.    Refund or Replacement Processing:
If approved, your refund or replacement will be processed within 7 business days. Refunds will be issued to the same payment method used for the original purchase.

Exclusions and Limitations

Please note that we are unable to accept returns or assume liability for damaged or faulty goods in the following circumstances:
•    If the product was purchased through a third-party retailer or stockist.
•    If there are visible signs of misuse, damage, or alteration.

We do not offer refunds or returns:
•    For change of mind, free gifts, promotional products, or where the discount applied was 20% or greater.
•    For undelivered or returned-to-sender orders resulting from reasons such as an incorrect delivery address, failure to collect from the post office, or other circumstances outside our control. In such cases, you may be required to pay for redelivery or forfeit the order.

Incorrect Items Received

If you have received the wrong item, please take a clear photo of the order as it arrived and email info@kusandco.com.au immediately. Our team will guide you through the process to ensure the correct product is sent to you promptly.

At Kus & Co, we value your trust and satisfaction. Our goal is to ensure every experience with us is positive and effortless, from purchase to results.