RETURNS AND EXCHANGES
GENERAL AND CHANGE OF MIND
We do not offer change of mind returns. We will provide a full refund of the price paid for a Product if we determine that;
- a Product you have ordered was not received by you solely due to failure by us, as determined by us;
- a Product provided to you was not substantially the same as the Product you ordered as displayed on our Website (subject to reasonable variation as a result of screen display, colour and brightness, and image quality); or
- a Product is faulty, in accordance with clause 0, in which case we may provide store credit, a replacement or a full refund of the price paid for a Product.
CHANGE OF SIZE
We offer change of size exchanges, subject to the following conditions:the item must be unworn, unwashed, and in its original condition with all tags attached;
you must provide photo evidence that the Product is in its original condition in compliance with the conditions of clause 2(a)(i) when you contact us to initiate an exchange;
- you must provide proof of purchase (e.g., order confirmation or receipt);
- the availability of the desired size is not guaranteed and will depend on current stock levels. If the desired size is not in stock, you will be entitled to an exchange or refund;
- you are responsible for the shipping costs associated with returning the item to us and for the shipment of the new size; and
We reserve the right to refuse an exchange if the item does not meet the above criteria.
To initiate a size exchange, please contact us at info@koaandkai.com.au.
FAULTY PRODUCTS
The following process applies to any Product you believe to be faulty.
If you believe your Product is faulty, please contact us using the details provided on our Website with a full description of the fault, including images.
If we determine that your Product may be faulty, we will request that you send the Product back to us at your cost for further inspection, including any accessories, manuals, documentation or registration shipped with the Product. We reserve the right to further inspection before deeming a Product faulty.
If we determine in our reasonable opinion that the Product is not faulty, or is faulty due to fair wear and tear, misuse, failure to use in accordance with the manufacturer’s instructions, or failure to take reasonable care, we will refuse your return and send the Product back to you at your cost.
If we determine that the Product is faulty, we will issue you with a store credit, replacement or refund (including shipping costs) depending on the nature of the fault. All refunds will be credited back to your original method of payment unless you request otherwise and we approve this request.
If you fail to comply with the provisions of this clause 7 in respect of a faulty Product, we may, in our absolute discretion, issue only a partial refund or no refund in respect of the faulty Product.
Nothing in this clause 7 is intended to limit or otherwise affect the operation of any manufacturers’ warranties which you may be entitled to or any of your rights which cannot be excluded under applicable law.