Returns
Special note: (original placing listed "Rights on Returns")
Should the item be advised out of stock with a return date listed on our website, it will be assumed you are aware of this notification (Notification is located below the SKU and above Price on the selected item) and item will be organised for delivery once stock received.
Should the customer, wish to cancel the order, this will be less 5% (percent) for the fee of refunding
10 day returns
We want you to love the products you buy from us at Kono Home & Co. Pty Ltd, If you change your mind, you may return it to us within *10 days of the date you received it, no questions asked.
*Should you make contact within the 10 days, but fail to commence action within this time frame (ie. respond to emails, provide photo's and or commence action during correspondence or requested from correspondence), the time frame will not be extended should time pass the 10 days of courier confirmed delivery. This includes weekends & public holidays.
You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us unless you send it via your own method and it is paid for at your expense, and there will be a 20% re-stocking fee.
You must initiate lodging a return request via email. To arrange a return, please go to our contact us page for assistance.
Items returned must be in 'as-new' condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the items.
We will accept returns for faulty products, however for hygienic reasons we will not exchange or refund goods for change of mind. We only accept returns if the product is damaged or not working properly. Refunds are for the cost of the product only and do not include the shipping cost.
Please note Under the Health Act pillows, quilts, underlays, bed toppers, mattress and pillow protectors are non-refundable unless faulty. We unfortunately cannot accept exchanges or returns for these products. We encourage you to make your selection of items carefully prior to your purchase. If you are unsure please contact us for assistance before making the purchase.
Non-returnable items excluded from all change of mind returns include but are not limited to:
- Products described as "made to order"
- Bedding, pillows and sofa covers
- Gift Cards
Within 3 business days of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit or refund (minus the necessary shipping costs on your order).
Damaged In Transit
Unfortunately items are occasionally damaged in transit even with the best of courier services.
If an item arrives damaged, you should take photos or video showing the damage and notify us immediately (within 3 days of delivery). We'll share your feedback with our delivery partners to prevent this from happening any further.
We help remedy this situation by offering simple solutions depending on the circumstances.
For example we may arrange to:
- Discount to keep (an offer of compensation to keep the item as is)
- Offer a partial or full store credit voucher or refund
- Replace the product (subject to availability)
- Arrange for the product to be returned to us
In other note, we may arrange these repairs/ refund with our carrier partner/s which in turn will require further information:
Once all requested documents/ information received, the details will be forwarded to our Claims department for review. Please note, Kono Home & Co. Pty Ltd aim to resolve any claim within 28 working days.
In the event of damage, please do not dispose of any internal or external packaging materials as you may be required to provide additional information once this is in review with the claims department. The item must be available for inspection in the state it was delivered, at the address it was delivered to. If the item is moved/repaired or if the packaging is not kept, any claim request will be voided.
Wrong Item Delivered
If you have received an incorrect item, let us know as soon as you can (within reason) and we will send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.
Exchanges
We do not currently offer exchanges. Simply return your items in accordance with our returns policy and place a new order.
Rights On Returns
We reserve the right to refuse a return in cases where we are not reasonably satisfied via a proof of purchase, order number etc. and/or deem damage to a product to be due to wear and tear, misuse, failure to use in the appropriate method or failure to take reasonable care.
Should the item be advised out of stock with a return date listed on our website, it will be assumed you are aware of this notification (Notification is located below the SKU and above Price on the selected item) and item will be organised for delivery once stock received.
Should the customer, wish to cancel the order, this will be less 5% (percent) for the fee of refunding
