Shipping & Refund Policy

Returns & Refunds Policy

At KKPW, we want you to feel confident when shopping with us. If something isn’t quite right or you’ve simply changed your mind, we’re here to help with a smooth and supportive returns process.

1. Change of Mind Returns (30‑Day Protection)

We understand that sometimes you may change your mind — and that’s okay. That’s why we offer a 30‑day change‑of‑mind return window for unopened items from the date your order was delivered.

1.1 Eligibility Conditions

To qualify for a change‑of‑mind return, your item must be:

• unopened and in its original packaging

These conditions help us keep our prices fair and ensure all customers receive products in great condition.

Items that have been opened, used or removed from their packaging can’t be returned for change of mind.

1.2 Non‑Returnable Items (Change‑of‑Mind)

For hygiene and safety reasons, the following items cannot be returned for change‑of‑mind:

• wearables (e.g., smartwatches, fitness bands, earbuds worn in ear)
• hygiene items
• cosmetics & personal care
• consumables
• earrings
• chew necklaces, eye masks and similar personal-use items
• clearance items
• any item marked “non‑returnable”

1.3 Refunds & Store Credit Options

1.3.1 Refund to Original Payment Method

• Approved change-of-mind returns are refunded to your original payment method, less a shipping and handling fee of at least $8. For larger, bulky or express items the fee is higher, and we’ll confirm the exact amount before you send the item back.

1.3.2 Store Credit Option

In some situations, KKPW may offer store credit instead of a refund, especially when:

• you prefer credit for a future purchase
• the item was a gift (see Gift Returns)

Store credit never expires and can be used on any future order.

1.4 How to Request a Return

To start a return, simply contact our friendly support team at info@kkpw.com.au. We’ll confirm the return address and guide you through the process.

Return postage for change‑of‑mind returns is paid by the customer, approximately $8–$20. Please use a tracked service, as we’re not responsible for returns lost on the way back to us.

1.5 Refund Processing Time

Once your return arrives at our warehouse, we’ll inspect it and process your refund within 10 business days. Your bank may take a few extra days to show the refund.

1.6 Refunds Issued After Inspection

Refunds are only issued after the item has been returned to us and inspected. The item must be returned with its original packaging and all components before a refund or store credit can be processed.

This ensures we can verify the condition of the item and continue offering fair prices and great service to all customers.

1.7 If Your Item Doesn’t Meet the Return Criteria

If your returned item has been opened or used, is damaged or incomplete, or is missing its packaging, we’ll contact you with options:

• return the item back to you (customer pays postage), or
• offer a partial refund or store credit, if appropriate and at KKPW’s discretion

We’ll always communicate clearly and work with you to find the best solution.

1.8 Unauthorised Returns

Unauthorised returns of non-faulty items (items sent back without contacting KKPW first) may be rejected or processed as change‑of‑mind returns at KKPW’s discretion.

2. Faulty, Incorrect or Damaged Items

We’re sorry if your item hasn’t arrived in perfect condition. We’ll make this right quickly and fairly.

2.1 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.

Where a failure is minor, KKPW may choose whether to repair, replace or refund the item. If you’d prefer store credit instead, just let us know.

2.2 Electronics — Minor Faults

For electronic items with a minor fault, KKPW may repair the item or replace parts at our cost before offering a replacement or refund. If the fault is a major failure, you can choose a replacement or refund.

2.3 What You Need to Do

To help us assess the issue, please contact us at info@kkpw.com.au as soon as possible (ideally within 7 days of delivery for damage in transit or an incorrect item, so we can claim from the carrier) and include:

• photos of the item received
• photos of the defect or damage
• photos of the packaging and shipping label
• a brief description of the issue

This information allows us to verify the problem and resolve it quickly.

2.4 What Happens Next

Once we review your information, we will provide one of the following:

• Replacement
• Refund to your original payment method
• Store credit, if you prefer

If the item is confirmed faulty, damaged, or incorrect, KKPW will cover return postage or provide a prepaid label.

2.5 Return & Inspection Requirement

Refunds or replacements are only issued after the item has been returned and inspected. The item must be returned with all components, and in its original packaging if you still have it.

If the item is returned and found to be:

• not faulty
• damaged due to misuse
• inconsistent with the claim

We will contact you with options:

• return the item back to you (customer pays postage), or
• process the return as a change‑of‑mind return if it’s eligible (see section 1)

2.6 Processing Time

Once the returned item arrives at our warehouse, we inspect it and process the outcome within 10 business days.

⭐ KKPW Shipping Policy

At KKPW, we aim to make your shopping experience simple, transparent, and stress‑free. Below is everything you need to know about how your order is shipped, processed, and delivered.

⭐ Shipping Within Australia

Free Standard Shipping (Metro Areas)

FREE standard shipping applies to metro areas, with no minimum spend. Standard shipping to regional and remote areas is calculated at checkout from your postcode and order, and you’ll see the exact cost before you pay. Orders are delivered via Australia Post or a comparable carrier.

Express Shipping

Express shipping is available on eligible items at the rate shown at checkout.

Freight Surcharge (Large or Heavy Items)

A small number of larger or heavier items may attract a freight surcharge for delivery to regional or remote areas. If this applies, the exact amount will be shown at checkout before you pay, so there are no surprises.

⭐ International Shipping

International shipping is available on selected items for a flat $21 AUD. Some products are restricted to Australian delivery only — in these cases, no international option will appear at checkout.

⭐ Order Processing & Dispatch Times

We work hard to get your order out quickly.

• Orders from our Melbourne warehouse are processed and dispatched within 24 business hours.
• Orders from our other Australian warehouses are dispatched within 72 business hours.
• Orders are processed Monday–Friday (excluding public holidays)

⭐ Delivery Timeframes

We mainly use Australia Post, along with other carriers. Delivery estimates are provided as a guide only and may vary during peak periods, public holidays, or courier delays. Once your parcel is with the carrier, delivery timeframes are outside our control.

Delivery estimates only — not guaranteed.

Shipping Type	Location	Estimated Delivery Time	Notes
Standard Shipping (Parcel Post)	Within Victoria (same state)	2–4 business days	Faster for metro areas.
Standard Shipping (Parcel Post)	Interstate metro‑to‑metro	3–6 business days	NSW, QLD, SA, ACT.
Standard Shipping (Parcel Post)	Interstate regional / remote	5–14 business days	WA, NT, regional QLD, rural areas.
Express Shipping	Within Victoria	1–2 business days	Must be within Express network.
Express Shipping	Interstate metro‑to‑metro	1–3 business days	Network coverage applies.
Express Shipping	Interstate regional / remote	3–7 business days	Outside Express network may take longer.
International Shipping	Selected countries	10–21 business days	Only available on eligible items.

⭐ Tracking Your Order

You’ll receive a shipping confirmation email with your tracking number and a link to follow your delivery. Tracking updates may take 24–48 hours to appear after dispatch.

⭐ Changing or Cancelling Your Order

We process orders quickly to ensure fast delivery. If you need to change or cancel your order, please contact us within 2 hours of placing it at info@kkpw.com.au.

Once your order has begun processing or has been dispatched, we’re unable to make changes or cancellations. In this case, you may still be able to return the item under our Change‑of‑Mind Returns Policy once it arrives.

⭐ If Your Order Hasn’t Arrived

Delivery timeframes are based on Australia Post’s network, and most parcels arrive within the estimated window. If your order hasn’t arrived within 30 days of dispatch, please contact us at info@kkpw.com.au and we will investigate with Australia Post.

If the carrier confirms the parcel is lost in transit, or its investigation can’t locate the parcel, we’ll send a replacement or refund the order.

If tracking shows your parcel was delivered but you haven’t received it, please check with neighbours and any safe places, then contact us within 5 business days of the delivery scan. We’ll lodge an investigation with the carrier. If the carrier confirms the parcel was delivered to the address you provided, KKPW is unable to replace or refund the order.

⭐Wrong Address Provided

KKPW is not responsible for parcels delivered to an incorrect or incomplete address provided by the customer.

⭐Return to Sender (RTS) Parcels

If a parcel is returned to us by Australia Post and the delivery address provided was correct, the order will be treated as a Return to Sender (RTS). In these cases, we can:

• reship the order at the customer’s cost, based on current Australia Post rates; or
• refund the item price minus shipping and handling, with a minimum deduction of $8 (higher for larger or express items; we’ll confirm the exact amount first).

RTS applies when:

• parcel was not collected
• customer refused delivery
• PO Box restrictions prevented delivery

Shipping and handling fees are not refundable for RTS parcels where KKPW is not at fault.

⭐ Where We Ship From

KKPW ships from multiple Australian warehouses, including Melbourne and other locations across Australia.

Additional Rules

Proof of Purchase Required: Required for all returns, refunds, and warranty claims. This can be your order number, receipt or bank statement.

Multiple Item Orders: Only the affected item is eligible for return or replacement.

Clearance Items: Clearance items can’t be returned for change of mind. Faulty clearance items are covered under section 2.

Gift Returns: Change-of-mind returns of gifts are eligible for store credit only. Faulty gifts are covered under section 2.