Returns and Refund Policy

We are happy to refund any full priced garment purchased online, providing that the item is returned unworn, with all tags attached and your online receipt (as proof of purchase) within 14 days of receiving your returned order.

We do not offer refunds on final sale items purchased online unless deemed faulty by our team. However, we offer an online store credit for any returned final sale items providing that the item is returned unworn, with all tags attached and your online receipt (as proof of purchase) within 14 days from receiving your returned order.

Please note that:

The refund or online store credit will be the price paid at the time of the original purchase shown on the online receipt.

  • Online store credits cannot be exchanged for cash.
  • We will issue any refund using the original payment method. For example, if you purchase a full priced item using an online store credit and then return it, the value of the credit will be returned to the online store credit, and any additional payment will be refunded to the original credit card.

We will not offer a refund or online store credit if:

  • At the time of purchase, you were made aware of the damage or defect in the item; or
  • You have damaged, misused or altered the item.

Kachel’s decision to provide a refund, exchange or online store credit in accordance with the conditions set out above will be determined in its absolute discretion.

This Returns Policy is in addition to your statutory rights under the Australian Consumer Law.

RETURNS UNDER THE AUSTRALIAN CONSUMER LAW

You are entitled to the benefit of statutory consumer guarantees for items purchased online from the Kachel online store. You can choose a refund or replacement if an item has a major problem.

This is when the item:

  • Has a problem that would have stopped someone from buying the item if they had known about it
  • Is significantly different from the sample or description
  • Doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
  • It has a problem that would have stopped someone from buying it if they’d known about it
  • It has multiple minor problems that, when taken as a whole, would have stopped someone from buying it if they’d known about them
  • It is significantly different from the sample or description
  • It is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
  • It doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
  • Is unsafe

EXCLUSIONS

We will not offer a refund, replacement or online store credit if:

  • At the time of purchase, you were made aware of the damage or defect in the item; or
  • You have damaged, misused or altered the item.

EXCHANGES

We do not provide exchanges unless the item is deemed faulty by our QC team. Please contact customer service at info@kachel.com.au for further assistance with faulty item exchanges. In all other cases, please return your full priced item for a refund and re-purchase your preferred size

HOW TO RETURN

To obtain a returns form please contact the Kachel team at info@kachel.com.au.

When returning your product, please include a copy of your invoice. If you do not include this paperwork, your processing time could be delayed.

Please send your return by mail, noting we may not accept liability for the loss/return of your shipment. We recommend using a traceable service to prevent loss. The cost of shipping is paid by the sender. If your product is deemed faulty by our team you will be reimbursed for the full cost of postage, upon providing receipt of shipment.

If you have any questions in regards to our returns process please contact us at info@kachel.com.au

RECEIVING A REFUND

Your refund will be credited to the original purchaser's credit card or payment method. Please allow 10 business days from us receiving the parcel for the return to be processed. Please note credit card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

SALES MADE AT OUTSIDE WWW.KACHEL.COM.AU

Kachel items purchased within department stores and Australian boutiques will be subject to their respective returns policy. These items will not be able to be returned through www.kachel.com.au

All returns purchased via the Kachel online store must be sent to our head office and cannot be returned to any other retail store, i.e department stores or Australian boutiques. If you would like to return your purchase, please email us at info@kachel.com.au and await our response for instructions.

REGISTRATION

To use some of the services or features made available to you on this Site you will need to register. We may change registration requirements from time to time. Please refer to our Privacy Policy for information about how we use your data.

ORDERS

All orders are subject to acceptance and availability. Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Unless you cancel your order, acceptance of your order and completion of the contract between you and Kachel (Australia) Pty Ltd will be completed when we email you to confirm the goods have been dispatched. We reserve the right at any time after receipt of your order to accept or decline your order for any reason.

We may require additional verifications or information before accepting any order. We provide goods only as a reseller to end user customers and do not accept orders from dealers, exporters, wholesalers, or other customers who intend to resell the products offered by Kachel (Australia) Pty Ltd. We reserve the right to refuse any order without giving reason. Upon cancellation of an order we will make all reasonable attempts to contact you using the details provided. All received monies will be refunded using the method received.

PRICING POLICY

Prices shown on the Site are in Australian Dollars (“AUD”) and are inclusive of Goods & Service Tax (“GST”), unless you have selected an alternative country where GST is not applicable. Prices are subject to change without notice.

DELIVERY

The delivery times provided by us are estimates only. We aim to deliver within the time indicated by us at the place of delivery requested by you. We cannot guarantee delivery dates and we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery. Please note that it might not be possible for us to deliver to some locations. If this is the case, we will inform you using the contact details that you provide to us when you make your order and arrange for cancellation of the order or delivery to an alternative delivery address. In the event that multiple items are ordered, part deliveries may be made where stock is not available. All reasonable attempts to notify you will be made using the details you provided.

The buyer is responsible for inspecting the goods for fault and notifying us in accordance with our Returns Policy should there be a fault. Unless otherwise specified, responsibility and title in the Goods passes to you upon delivery. If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that transfer of responsibility in the same way. From the time when risk passes to you, we will not be liable for loss or destruction of the Product.

During sale times and peak periods delivery may take longer than the estimated time. We will endeavour to get your order to you ASAP but we ask that you be patient during these times.