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 in original, sellable condition with tags attached. We do not offer refunds for change of mind; however, eligible items may be returned for store credit valid for 12 months. 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 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.

6. Postage Responsibilities

·     Change of mind returns: Return postage is at the customer’s expense.

·     Sizing exchanges: Return postage is at the customer’s expense; we will cover the cost of the replacement shipping once.

·     Faulty items: Return postage is at the customer’s expense; if a replacement is issued, we will cover the return shipping to you.

7. 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.

8. Contact Us

For all returns and sizing assistance, contact support@kezy.au.