Refund policy
RETURNS AND REFUNDS
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or replaces these rights. The sections below explain how we handle returns in practice and describe additional goodwill options we offer on top of your legal rights.
Faulty, Damaged or Incorrect Items
If an item is faulty, damaged on arrival, or not what you ordered, we will provide a remedy in accordance with the Australian Consumer Law.
Please do not return goods without emailing us and following the “How to Request a Return” process:
How to Request a Return
1. Contact us. Email info@kusandco.com.au with your order number, a description of the issue, and any supporting photos. Our team will review your request and confirm the next steps.
2. Return your item(s). If a return is required, we will provide return instructions. Items can be returned to PO Box 703, Edge Hill QLD 4870, Australia.
3. Assessment. Once we receive your item(s), we will inspect them and notify you by email of the outcome.
4. Processing. Following assessment, if the item is found to be entitled to a remedy under the Australian Consumer Law, we will provide the applicable remedy. Where a refund or replacement is applicable, we will process it within 7 business days. Refunds will be issued to the original payment method unless otherwise agreed.
Return postage for faulty, damaged or incorrect items: Where an item is confirmed to be faulty, damaged in delivery, or incorrectly supplied, we will cover or reimburse your reasonable return postage costs. We recommend using a trackable service and keeping your receipt so we can reimburse you.
Change of Mind
We do not offer refunds, returns or exchanges for change of mind. This includes situations where you have simply decided you no longer want the product, ordered the wrong item, or changed your preference.
This does not affect your rights under the Australian Consumer Law.
Exclusions & Limitations
The following limitations apply to our returns handling. They do not limit any rights or remedies available to you under the Australian Consumer Law
• Products purchased from an authorised third-party retailer or stockist should generally be returned to the retailer from which they were purchased, as the retailer is responsible for handling remedies available against the supplier under the Australian Consumer Law. Nothing in this policy limits any rights you may also have against us as the manufacturer under the Australian Consumer Law.
• We do not accept change-of-mind returns for free gifts or promotional products. This does not limit any rights or remedies available under the Australian Consumer Law.
• For undelivered or returned-to-sender orders resulting from an incorrect delivery address, failure to collect the parcel, or other circumstances outside our control, additional postage and handling charges may apply before the order is resent.
• A consumer guarantee remedy may not apply where the problem was caused by misuse, improper use, alteration or damage occurring after the product was supplied.
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. Our team will guide you through the process to ensure the correct product is sent to you promptly, at no additional cost to you.