Refund policy

 

This Return and Refund Policy applies to goods purchased from kremage.shop for delivery in Australia. It operates in addition to, and does not exclude, restrict or modify, any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Australian Consumer Guarantees

Goods sold to consumers in Australia come with automatic consumer guarantees. Among other things, goods must be of acceptable quality, be safe and durable, match their description or sample, be fit for any disclosed purpose, and come with clear title and undisturbed possession. Rights under these guarantees may continue for a reasonable period having regard to the nature, price and expected life of the goods and are not limited to a manufacturer’s warranty period.

Major Problems

A product has a major problem if, for example, it is unsafe, is substantially different from its description or sample, has one serious problem or several smaller problems that would have stopped a reasonable consumer buying it if known beforehand, or cannot be used for its normal purpose or a disclosed purpose and cannot easily be fixed within a reasonable time.

Where a product has a major problem, the customer may reject it and choose a full refund or a replacement of the same type, subject to the Australian Consumer Law. Alternatively, the customer may keep the product and seek compensation for the reduction in value. A customer may also be entitled to compensation for reasonably foreseeable loss or damage caused by the failure.

Minor Problems

Where a product problem is minor and can be fixed within a reasonable time, we may choose to provide a free repair. We may instead offer a replacement or refund. If we cannot or do not remedy the problem within a reasonable time, the customer may obtain a remedy available under the Australian Consumer Law, which may include having the product repaired elsewhere and recovering reasonable costs, receiving a refund or replacement, or keeping the product and receiving compensation for reduced value.

Damage, Faults, Incorrect Goods and Missing Parts

Please inspect the delivery as soon as reasonably practical. If an item arrives damaged, faulty, incomplete or different from what was ordered, email info@kremage.shop promptly with the order number, a description of the issue and, where reasonably possible, photographs or video showing the product, packaging, shipping label and affected area. Prompt notice helps us investigate transport damage, but failing to notify us within a short store-imposed period does not remove rights that apply under law.

We may reasonably assess the goods before confirming a remedy. We will not require a customer to deal only with a manufacturer where we are responsible as the seller. Do not discard an affected item or its packaging until we have advised whether collection, inspection or return is required, unless keeping it would be unsafe.

Return Transport for Faulty Goods

Where goods are confirmed to have a problem covered by the consumer guarantees, we will reimburse reasonable return costs already paid by the customer. For goods that are large, heavy or difficult to remove or transport, we will arrange collection or otherwise bear the reasonable cost of returning the goods when required by law. Please contact us before arranging freight so we can provide appropriate instructions.

Change-of-Mind Returns

The Australian Consumer Law does not require a remedy where a customer simply changes their mind, finds an item cheaper elsewhere, decides they do not like it, or no longer has a use for it. Nevertheless, we voluntarily accept eligible change-of-mind return requests submitted within 14 calendar days after delivery.

To qualify, the item must be unused, unopened where hygiene or safety requires a seal, in resalable condition, complete with all parts and instructions, and returned in its original packaging. For hygiene, safety, perishability and customisation reasons, change-of-mind returns are not accepted for made-to-order, personalised or custom-configured goods, cosmetics, personal-care products, intimate goods, food, supplements or other sealed goods once opened, clearance items expressly marked final sale, or goods damaged after delivery by misuse, neglect or abnormal use. These exclusions do not apply where a consumer guarantee remedy is available.

Customers are responsible for reasonable return transport costs for an approved change-of-mind return and for ensuring the item reaches the nominated return location safely. Original standard delivery is free and no outbound standard delivery charge is deducted. Additional services or non-standard delivery fees, if separately purchased and already performed, are not refundable except where required by law. A reasonable deduction may be made for loss in value caused by handling beyond what is reasonably necessary to inspect the item, but no such deduction applies to an Australian Consumer Law refund for a major failure.

How to Request a Return

Email info@kremage.shop before sending any product. Include the order number, item, reason for the request, preferred outcome and supporting photographs where relevant. We will provide return or collection instructions after reviewing the request. Returns sent without instructions may be delayed or misdirected.

Refund Processing

Approved refunds are issued to the original payment method unless the customer agrees to another method. For a major problem, the refund will be the full amount paid for the affected product and will not be reduced to account for the customer’s ordinary use before the problem became apparent. Processing by the customer’s bank or payment provider may take additional time after we issue the refund.

Cancellations Before Dispatch

A customer may ask to cancel an order before dispatch by emailing us immediately. We will make reasonable efforts to stop fulfilment, but cancellation is not guaranteed once processing or dispatch has begun. If we accept the cancellation, we will refund the cancelled amount. Rights relating to goods we cannot supply on time or within a reasonable time remain unaffected.

Contact

Email: info@kremage.shop