Refund policy

KINDAKOOL endeavour to satisfy your expectations. If there’s a error with your order, we’re here to provide solution!

1. If You Received a Damaged, Defective, or Wrong Item

• Notify us within 48 hours of delivery at hello@kindakool.com.au
• Email Subject:  Your Order ID + Refund/Return/Replacement
• Attach photos/videos showing the damage, defect, or issue.
• We’ll review your request and respond within 48–72 working hours.
• If approved, we’ll arrange a free pickup and either send a replacement (if in stock) or process your refund.

Note: If the item is out of stock, we’ll offer you alternatives or a full refund.

2. Items Eligible for Return/Replacement

• Manufacturing defects
• Wrong, missing, or damaged items (unboxing video/pics required)
• Product must be unused and in original condition with all parts/gifts

3. Items NOT Eligible for Return/Replacement

• Personalized items (unless there is a manufacturing or personalization error)
• Used or altered items (must be unused for return)
• Customer-initiated errors (e.g., wrong personalization details)
• Size issues (as dimensions are clearly provided)
• Delay due to courier (unless lost in transit)
• Certain personal use items (e.g., t-shirts, aprons, stuffed toys etc) if used/worn

4. Refunds

• Refunds are processed after we receive and inspect the returned item.
• For prepaid orders, refunds are issued to the original payment method within 3–5 business days after approval.
• You can also opt for KindAKool credit/coupon for future purchases.

5. Important Points

• All return/refund requests must be sent via email.
• We do not process returns/replacements request on social media like WhatsApp or Instagram.
• Requests must be raised within 48 hours of delivery.
• Personalized products can only be replaced (not returned/refunded) if there is a defect or error from our side.
• Changes to personalization details can only be requested within 2 hours of ordering.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure or based on case on case.

KINDAKOOL, will try its best to provide solution but as nature of our custom/personalised products are crafted uniquely to the requirements and difficult to carter “Change of mind” option

KINDAKOOL reserves the right to:

Assess the condition and age of returned goods prior to providing a repair, exchange or refund. This may result in a repair, exchange or refund being refused.