Refund Policy

This Return Policy applies to all purchases made on our website. You agree to comply with all Terms when accessing or using our Services, including our Return Policy.

CHANGE OF MIND 

We are happy to offer our customers an exchange or refund for change of mind, provided that:

  • The request is made within 14 days of the purchase date
  • That you provide proof of purchase
  • The merchandise is in satisfactory condition (that is, the item is unworn, unused, unaltered with all original packaging or tags attached
  • There are no fake tan or makeup stains; and
  • The item is not an Excluded Goods as detailed below.

EXCLUDED ITEMS

Returns and exchanges will not be provided on the following items, except in accordance with Australian Consumer Law:

  • Hair Accessories;
  • Swimwear without the hygiene seal intact;
  • Items marked as ‘final sale’ can’t be returned or exchanged unless they are faulty.

    RETURNS/EXCHANGE

    Customers returning items can select from either a refund (to original payment method paid at the customer’s expense) or an exchange. If you choose the return option, please make ensure your return is sent back within the 14 day purchase date time frame and meets all return requirements.

    If returning for a refund (to the original payment method) you’ll need to pay the $8.95 return fee through the returns portal and your shipping label will be emailed to you shortly after.

    ​Refunds

    • If you are entitled to a refund, your refund will be returned to the original payment method. For purchases made by credit or debit card, the cardholder and the same credit or debit card are required to process the refund as was originally used for the purchase.
    • Please note that processing of refunds can take up to 7 business days to show on your account due to the varying bank providers in each country.

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      Exchanges

      • ​Permitted within 14 days of purchase date

       

      DEFECTIVE/FAULTY ITEMS

      If an item is faulty, wrongly described, incorrect or otherwise in breach of Australian Consumer Law, then we will fulfil our legal obligations, which may include refunding the purchase price and delivery charges, or providing a replacement product.

      If an item is found to be defective or faulty, you will be required to book your return through the Returns Portal by selecting ‘Faulty’ as the reason from the drop down options. In order to assist us in facilitating the returns process, you may be required to upload clear images of the damage, defect or fault for us to assess. Upon the initial assessment we may request that you provide further information in order to process your claim.

      If the product is confirmed to have a defect, we will provide you with a replacement, refund or exchange on the faulty item. We will require that you return the defective or faulty item to THE K LABEL business address by post, which we will cover. We will contact you to provide further information regarding this process. In some circumstances, you may be instructed to dispose of the defective or faulty item in which case we will provide you with instructions to do so. Please note that we may not be able to offer a replacement or exchange on some products if there is no longer inventory available.

       

      CONTACT INFORMATION

      If you have any enquiries regarding our Returns Policy, please contact our  Customer Service team on team@theklabel.com.au