Returns Policy
Returns Policy
Effective Date: 1 January 2026
1. Australian Consumer Law
Your purchase is protected by guarantees under Australian Consumer Law. You are entitled to a replacement or refund for major failures and compensation for other reasonably foreseeable loss or damage. Nothing in this policy limits these statutory rights.
2. Product Inspection
Every piece is inspected prior to dispatch. Please inspect your order within 7 days of delivery. As our premium knits and delicate fabrics require careful handling, items damaged due to improper use, pulling, or stretching may be ineligible for return.
3. Faulty Items
We accept returns for faulty items where the fault is a proven manufacturing issue, provided the item is unused, unworn, unscented, and unwashed, with all original tags attached. Faulty items should be reported within 7 days of delivery.
4. Change of Mind & Exchanges
For change of mind returns, items must be unused, unworn, unscented, and unwashed, in original, sellable condition with tags attached. Full price items are eligible for a full refund to the original payment method. Sale or discounted items and free gifts are not eligible for return. Exchanges for sizing are subject to availability; if a size is unavailable, store credit valid for 12 months will be issued.
5. How to Request a Return
To report a fault or request an exchange, email support@kezy.au within 7 days of delivery with your order number, a description of the issue, and photos (for faults). Once approved, we will provide return instructions. Items must be returned via trackable postage; returns sent without approval may not be accepted. Please note that return postage is at the customer's expense unless the item is faulty (see Postage Responsibilities below).
6. Processing Time
Returns will take a maximum of 14 days to be processed once received. Once your return has been processed, you will receive a confirmation email. If you have not received confirmation after 14 days, please contact us at support@kezy.au.
Please note that once a refund has been approved, it may take up to 10 business days to appear on your original payment method. This processing time is determined by your bank or card provider and is outside of our control.
7. Postage Responsibilities
• Change of mind returns: Return postage is at the customer's expense.
• Sizing exchanges: Return postage (sending the item back to us) is at the customer's expense. We will cover the postage for the replacement item being sent out, but only for the first exchange requested per order.
• Faulty items: We will cover all return postage costs. If a replacement is issued, we will also cover the shipping cost back to you.
8. Lost or Missing Parcels
Claims for lost or missing parcels must be lodged within 14 days (domestic) or 25 days (international) of the dispatch date. Claims made outside these timeframes are ineligible for resolution.
9. Contact Us
For all returns and sizing assistance, contact support@kezy.au.