Refund policy

 

 

Last Updated: 12/02/2026

1. Australian Consumer Law

KatieLyn complies fully with Australian Consumer Law (ACL). You are entitled to a repair, replacement, or refund if a product:

  • Is faulty or defective
  • Is significantly different from its description
  • Is not of acceptable quality

Nothing in this policy excludes or limits your rights under Australian Consumer Law.

2. Change of Mind Returns

We accept change-of-mind returns under the following conditions:

  • Return request submitted within 14 days of delivery
  • Item must be unworn
  • Item must be unwashed
  • All original tags must remain attached
  • Item must be in original condition

Returns that do not meet these conditions may be refused.

3. Return Outcome (Change of Mind)

For approved change-of-mind returns:

  • Store credit will be issued OR
  • Exchange for another item (subject to availability)

Original shipping costs are non-refundable. Return shipping costs are the responsibility of the customer. Tracked shipping is recommended.

4. Preorder Items

Preorder items are final once production has commenced. If a preorder item is faulty, your rights under Australian Consumer Law apply. Shipping timeframes for preorder items are estimates and may vary.

5. Final Sale Items

Items marked as Final Sale, Clearance, or Non-Returnable are not eligible for change-of-mind returns. This does not affect rights under Australian Consumer Law.

6. Faulty or Incorrect Items

If you believe your item is faulty or incorrect:

  • Contact us within 7 days of receiving your order
  • Provide your order number
  • Provide clear photos of the issue

Do not wear or wash the item before contacting us. If confirmed faulty, we will offer a replacement or refund. Return shipping for faulty items will be covered where required by law.

7. Non-Returnable Situations

We do not accept returns for:

  • Normal wear and tear
  • Minor colour variations due to screen settings
  • Slight production variations that do not affect functionality
  • Items returned without prior approval

8. Refund Processing

Approved refunds will be processed to the original payment method. Please allow 3–7 business days for processing, plus additional time depending on your bank.

9. How to Start a Return

To request a return, please email: [Insert Support Email]

Include:

  • Full name
  • Order number
  • Reason for return
  • Photos (if claiming fault)

Returns sent without prior approval may not be accepted.