Refund 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.

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.