Refund policy

Change of mind

You have 30 days from delivery to tell us you want to return something, for any reason. This is our own change-of-mind policy. It sits on top of your rights under the Australian Consumer Law, which we do not limit in any way.

Your rights under the 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.

These rights do not end after 30 days and do not depend on the item being unworn or having its tags. What to do is set out under Faulty or incorrect items below.

Condition

For a change-of-mind return, items must be unworn, unwashed, with all original tags still on and in the original packaging. We cannot accept a change-of-mind return that has been worn, washed, altered or is missing its tags.

Where returns go

Our returns warehouse is in China and we do not keep a return address in Australia, so every return is an international shipment. Please read this section before you order, so that nothing about it comes as a surprise if an item turns out not to suit you.

How to start a return

E-mail info@thekindwardrobe.com with your order number and which items you are returning.
We reply within 24 hours on working days with the return address and instructions.
Send the parcel back with a tracked service and keep the proof of postage.
Mark the customs declaration (CN22 or CN23) as Returned goods, no commercial value. A parcel that arrives with duties or handling fees still to pay cannot be accepted, and is sent back to you.

Please do not send anything back before you have heard from us, and never to the address the parcel came from. We cannot match an unannounced parcel to your order.

Customs on returns

Any customs duties or taxes charged on a change-of-mind return are the responsibility of the customer. If a return is held by customs, we cannot issue a refund until it has cleared customs and reached our warehouse.

Who pays for return postage

For a change-of-mind return, the return postage is paid by the customer and is not reimbursed. If an item arrived faulty, damaged or not as described, the return postage is on us.

For a change-of-mind return you arrange the shipment with a carrier of your choice and pay the postage yourself; we do not provide return labels. The parcel stays your responsibility until it reaches the warehouse, which is why we ask for a tracked service and for you to keep the proof of postage.

None of this affects your rights under the Australian Consumer Law. If an item is faulty, damaged or not as described, the return costs you nothing.

Refunds

Refunds are processed within 7 working days of receiving the return, to the original payment method. Your bank may take a few more days to show it. If you return an entire order, the original shipping charge is refunded too. On our orders that charge is zero, because shipping is free.

Exchanges

We do not process exchanges. Return the item for a refund and place a new order.

Faulty or incorrect items

If something arrives damaged, develops a fault, or is not what you ordered, e-mail us with a photo as soon as you notice. The return postage is then ours, not yours: we either reimburse what you paid to send it back, or settle it without the item having to travel at all. For a major failure you choose between a replacement and a full refund; otherwise we repair or replace the item, as the Australian Consumer Law sets out.