At Kousely, we strive to ensure customer satisfaction with every purchase. However, if you are not completely satisfied with your purchase and would like to return the product due to personal preference or dissatisfaction, we offer the following return and refund policy:
If not satisfied with your product:
- We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.
- To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
- Customers will be responsible for paying return shipping costs.
- Please note that the package needs to be sent back to our overseas warehouse.
- Once the product has been returned successfully, we will proceed to provide you with a complete refund.
If item is defective, damaged or faulty:
- Unfortunately, it sometimes happens that a product is damaged during shipment or production. We are of course happy to resolve this with you.
- We offer free returns and replacements for products that are defective, damaged, or faulty during shipping.
- Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.
- Make sure you attach a photo of the damaged products, we will evaluate the issue and make it right by providing a replacement or 100% refund as preferred.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Return process:
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To start a return, please contact us at contact@kousely.com.
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If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
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Once we've received and inspected your return, we will promptly notify you regarding the approval or denial of your refund.
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If approved, you'll be automatically refunded on your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund as well.
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If more than 15 business days have passed since we've approved your return and you haven't received the refund, please contact us at contact@kousely.com.
Exceptions / Non-returnable items:
- Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).
- We also do not accept returns for hazardous materials, flammable liquids, or gases. If you have any questions or concerns about your specific item, please get in touch with us.
Refund exceptions:
- We do not issue refunds if your order does not arrive due to factors within your control, such as providing the wrong shipping address, an incorrect email address, or failing to include necessary contact information (e.g., a phone number for the carrier)
- Once the order is scanned or confirmed as "delivered" by the courier, we no longer have control over its whereabouts or handling.
- If you place an order and decide to cancel it for any reason within 24 hours, a $5 AUD cancellation fee will apply due to payment processor charges.
Parcels that are returned to sender/not picked up by the customer if the courier has been unable to deliver
Due to the global increase in shipping charges we are unable to re-deliver parcels that have not been delivered due to the following situations:-
- Customer has input the wrong address when making the purchase and the parcel tracks as being "returned to sender". This parcel is destroyed as the shipping companies will not bear the cost of returning parcels to us.
- Customer has not been in to receive the order and the courier has left a card requesting that the customer picks up their parcel. This parcel will be taken back to the local post office and it is the customer's responsibility to go and collect their order. The post office will only hold a parcel for a certain period. After that, it will track as "returned to sender", but again, the postal system will not bear the cost of shipping back overseas and will destroy it.
If you have any further questions or require assistance, please don't hesitate to contact our Customer Support Team at contact@kousely.com. We are here to help and ensure your satisfaction with our products and services.
Please note that we reserve the right to modify this Return & Refund Policy at any time, and it is the responsibility of the customer to review the most recent version of the Return & Refund policy before purchasing and using our products. By purchasing and continuing to use kousely products, customers are indicating their acceptance of this Return & Refund policy.
