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 for final sale items purchased online unless deemed faulty by our team. OUTLET items are listed as FINAL SALE with prices as marked. All sales are final with no returns, refunds, or exchanges accepted.

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.



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


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.


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

Initiate Your Return within 14 Days:

  • You have 14 days from the date of receiving your order to request a return and secure your eligibility for a refund or credit note.
  • Head to our website and log in to your account.
  • Navigate to the top right corner and click on 'Request return' in your account dashboard.
  • Select the items you wish to return, choose the return reason from the drop-down menu, add any additional comments if needed, and submit the form.
  • Upon submission, you will receive an email containing further instructions on where to address your return





Pack and Ship:

  • Pack your items securely and ship them using a traceable service.
  • 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.
  • Please note that we may not accept liability for lost or undelivered shipments.

    If you have any questions in regards to our returns process please contact us at


    Upon approval of your return, we are dedicated to ensuring a swift and hassle-free refund process. Here are the details:

    Refund Method:

    Your refund will be credited to the original purchaser's credit card or the initial payment method used for the purchase.

    Processing Time:

    Please be aware that credit card refunds may take up to 10 business days. This timeframe is contingent on your bank's processing procedures, which can vary. Unfortunately, we are unable to influence the specific processing time of individual card issuers.

    Final Sale Items:

    We do not offer refunds or exchanges for final sale items purchased online unless deemed faulty by our team.

    Redemption Information:

    Should you receive a store credit voucher, the details for redemption will be sent to your email. This voucher holds no expiry date, providing you with the flexibility to use it at your convenience.

    Processing Duration:

    We kindly ask for your patience as we diligently process your return. Allow a period of 10 business days from the receipt of your returned items for the refund to be fully processed.


    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

    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 and await our response for instructions.


    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.


    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.


    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.


    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.