Return and Refund Policy

At THE KOOKAI, we want you to feel confident when shopping with us. This policy explains our voluntary returns process. It does not limit or replace any rights you may have under applicable Australian consumer law.

1. Return Eligibility

For change-of-mind returns, products must generally:

Be returned within 30 days of delivery
Be unworn and unused
Be in original condition
Have original tags attached, where applicable
Be returned in original or suitable packaging
Not show signs of damage, washing, alteration, or excessive wear

Certain products may not be eligible for change-of-mind returns where permitted by law.

2. How to Request a Return

To request a return, contact us at info@thekookai.com.au within 30 days.

Please provide:

Your order number
Your name
The product you wish to return
Reason for the return
Photographs where requested

We will provide return instructions after reviewing your request.

Please do not send products back without first contacting us.

3. Return Shipping Costs

For change-of-mind returns, the customer is responsible for return shipping costs unless otherwise stated.

If a product is faulty, damaged, incorrectly supplied, or otherwise covered by a consumer guarantee, we will assess the issue and provide an appropriate remedy in accordance with applicable Australian consumer law.

4. Refund Process

Once your returned product has been received and inspected, we will notify you whether the return has been approved.

Approved refunds will generally be issued to the original payment method.

Please allow 5–7 business days for us to process an approved refund. Your bank or payment provider may require additional time for the funds to appear.

5. Exchanges

Where available, we may offer exchanges for eligible products.

If the requested replacement is unavailable, we may offer another appropriate solution, including a refund where required.

Contact info@thekookai.com.au before returning an item to request an exchange.

6. Damaged or Defective Products

If your order arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible at info@thekookai.com.au.

Please provide your order number and clear photographs of the issue.

We will assess the problem and, where applicable, provide a repair, replacement, refund, or other remedy in accordance with Australian consumer law.

7. Non-Returnable Items

Where permitted by law, the following items may not be eligible for change-of-mind returns:

Gift cards
Personalised or customised products
Products marked as final sale
Gift cards, sale items, and personalised/customised products.

This does not affect your rights where a product is faulty or otherwise covered by a consumer guarantee.

8. Change-of-Mind Returns

If you simply change your mind about a purchase, a return or refund may be available under our voluntary returns policy if the product meets the eligibility requirements above.

Change-of-mind returns are separate from your rights relating to faulty, unsafe, incorrectly described, or otherwise non-compliant products.

9. Consumer Guarantees

Nothing in this policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law or other applicable legislation.

If a product fails to meet an applicable consumer guarantee, you may be entitled to a remedy even if the product falls outside our voluntary change-of-mind return period.