Refund policy

This document outlines the returns policy of Kic App Pty Ltd and its related bodies corporate (Kic or we, us or our).

The procedures outlined in this policy are designed to provide clarity. We may change this policy from time to time by posting an updated version on our website and we encourage you to check our website regularly to ensure that you are aware of our most current returns policy.

1.

Application

This policy applies to all consumer products purchased online via our website or via the Kic application (Products).
2.

Change of Mind

We do not offer refunds, returns or exchanges for change of mind and are only able to offer them for Products that are faulty, damaged or incorrect pursuant to paragraph 3.
3.

Consumer Guarantees
3.1.

We make every effort to ensure that every Product meets our high standards.
3.2.

You have rights under the Australian Consumer Law, including with respect to consumer guarantees, that cannot be limited by us. If your Product is not of acceptable quality, is not fit for its intended purpose or is different from its description or sample, then you may be eligible for a refund, exchange or compensation for any drop in value of the Product (if you choose to keep it).
3.3.

If you have purchased a Product with a major fault, you have the right to ask for your choice of a replacement or refund. If you purchased a Product with a minor fault, we can choose to give you a free repair instead of a replacement or refund.
3.4.

For the purposes of paragraph 3, a Product will have a major fault if:

  1. it is unsafe (i.e., if it will or may cause injury to any person, having regard to how the Product is likely to be used in a reasonably foreseeable manner);
  2. is very different from the description or sample;
  3. has either one serious problem or several smaller problems that would stop someone buying the Product if they knew about them beforehand; or
  4. it cannot be used for its normal purpose, or another purpose a consumer told us about before they bought it, and it cannot be easily fixed within a reasonable time.
3.5.

Further information is available at: https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund.
3.6.

Products returned to us under consumer guarantees can be returned within a reasonable timeframe subject to proof of purchase. Our customer support team is unable to review any used Products via email or phone. All Products must be physically returned to us to be processed, in accordance with the process detailed in paragraph 4. If you encounter an unusual problem with your Product, we are here to help.
3.7.

Products that are damaged as a result of normal wear and tear, misuse, neglect, or abnormal use are not considered to be faulty and Kic will not provide a refund, replacement Product or gift card under those circumstances.
3.8.

To return a faulty Product, you must follow our returns process below.
4.

Return of faulty Products
4.1.

Products must be returned to us whenever we agree to provide you with a refund or replacement pursuant to paragraph 3 or ask you to return the Product to us for inspection. When returning a Product to us, please ensure that you:

  1. email hello@kicwellness.com with details of:
    1. your full name and contact number;
    2. your order number and the email address used for your order;
    3. satisfactory proof of purchase (such as your original purchase receipt); and
    4. your desired resolution, being either: (1) a refund; (2) a replacement Product of equivalent value; or (3) a gift card, so that we can have regard to your preferences; and
  2. include details of your name and order number on, or within, the return parcel and return the Product to:
    [Insert address of warehouse]
4.2.

You may also be required to provide supporting photographic evidence to help us with our assessment. Depending on the problem our customer support team will determine how best to resolve it with minimum inconvenience to you.
4.3.

Where during our preliminary assessment, we agree that a Product is defective and needs to be replaced or repaired, return shipping will be arranged at our expense. You are nevertheless entitled to recover reasonable postage costs if the Product is confirmed to have a defect later. We recommend that:

  1. Products are returned to us via courier or registered post to ensure that they are protected and insured during transit. Please keep the receipts of any shipping costs you incur; and
  2. you provide us with return tracking information so that we can ensure the returned Product arrives back safely to us.
4.4.

It is your responsibility to ensure that the Products are protected from damage or loss in transit. Returned Products that are damaged in transit may not be accepted and may be sent back to you and/or a refund refused.
5.

Pre Order Policy
5.1

From time to time, KIC may offer products on a pre-order basis where there is insufficient stock available to fulfil orders immediately. Pre-ordering allows you to secure an item ahead of it becoming available, and we work hard to fulfil these orders as quickly as possible.

Pre-Order Timeframes

  • When you place a pre-order, we aim to dispatch your order within 60 days of the purchase date.

  • This timeframe is based on our reasonable expectations around production, supplier timelines and shipping.

  • Once your pre-order has shipped, you will receive a shipping confirmation email with tracking details.

Delays and Changes

While we always aim to meet the stated timeframe, sometimes delays can occur due to factors outside our control.

  • If we are unable to ship your pre-order within the promised timeframe, we will notify you as soon as possible.

  • We will provide an updated estimated shipment date and clearly explain your options.

  • You will have the right to cancel your order for a full refund if you do not wish to proceed following a delay.
6.

Resolutions in relation to faulty Products
6.1.

Once you have completed the process outlined in paragraph 1 and where we agree to provide you with:

  1. a refund, then:
  2. we will refund you the amount that you paid for the Product; and
  3. the refund will be processed using the same payment method used when you purchased the Product;
  4. a replacement Product, then a Product of equivalent value to the Product that you purchased will be shipped to you at our expense; and
  5. a gift card, then we will provide you with a gift card of equivalent value to the Product that you purchased, and you will receive a unique code that you can enter at checkout via our online store to apply the gift card against a subsequent purchase.
6.2.

While we always endeavour to process your return in a timely manner, delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes.
7.

Cancellations and order amendments
7.1.

Whilst we will endeavour to accommodate any proposed change to, or cancellation of, your order as notified to us, we cannot guarantee that such changes or cancellations will be processed during busy sale and promotional periods, due to higher volumes, or in circumstances where your order has already been placed – for example, if your order has already been dispatched for shipping. Such amendments may include but are not limited to:

  1. change of delivery address and details;
  2. change to Product sizes;
  3. adding or removing Products;
  4. applying discounts; and
  5. full order cancellations.

Accordingly, any such change or cancellation to your order is subject to Kic’s discretion.
8.

Further information

For further information, please contact our customers support team via hello@kicwellness.com. For more information about your rights as a consumer, see the Australian Consumer Law website at www.consumerlaw.gov.au.