Refund policy

This document outlines the returns policy of KIC Wellness Pty Ltd and our related bodies corporate (KIC, 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. Definitions

In this policy:

Australian Consumer Law means Schedule 2 of the Competition and Consumer Act 2010 (Cth), as amended from time to time.

Products means all consumer products purchased online via our website or via the KIC application, or at a KIC studio site, and each is a Product.

2. Application

This policy applies to all Products (as defined in paragraph 1). It does not apply to products purchased from third-party retailers. If you purchased a KIC product from a retailer, please contact that retailer directly about any return or refund.

3. Change of Mind

We only offer refunds, replacements or gift cards for Products that are faulty, damaged or incorrect, as set out in paragraphs 4, 7 and 8. We do not offer returns, refunds, replacements, gift cards or other compensation for change of mind.

4. Consumer Guarantees

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

4.2 You have rights under the Australian Consumer Law, including with respect to consumer guarantees, that cannot be limited by us.

4.3 If you have purchased a Product with a major or minor fault, you have the right to ask for your choice of a refund, replacement, or a gift card.

4.4 For the purposes of paragraph 4, a Product will have a major fault if:

(a) 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);

(b) it is very different from the description or sample;

(c) it has either one serious problem or several smaller problems that would stop someone buying the Product if they knew about them beforehand; or

(d) it cannot be used for its normal purpose, or another purpose a consumer told us about before they bought it.

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

4.6 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 or gift card under those circumstances.

4.7 The consumer guarantees in this paragraph 4 apply to opened Products, including consumable Products, where a problem (such as a Product that is not of acceptable quality, is unsafe, or does not match its description) only becomes apparent after opening.

5. Faulty, damaged or incorrect orders

5.1 If your Product is faulty, damaged or incorrect, please ensure that you email hello@kicwellness.com with details of:

(i) your full name and contact number;

(ii) your order number and the email address used for your order;

(iii) satisfactory proof of purchase (such as your original purchase receipt or, if you do not have a receipt, a bank statement showing the transaction);

(iv) a description of the issue with your Product;

(v) 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

(vi) where requested, supporting photographic evidence to help us with our assessment.

5.2 Where during our preliminary assessment, we agree that a Product is faulty, damaged or incorrect and desired resolution is aligned, we will confirm whether a return of the Product is required. Not all faulty, damaged or incorrect Products will require return; this is subject to the assessment of our customer support team. Where a return is required, we will arrange this at our expense, for example by providing a prepaid return label, and will confirm whether your refund, replacement or gift card will be provided immediately or following our inspection of the returned Product. 

5.3 For all returns, please include details of your name and order number on, or within, the return parcel. Please also provide us with return tracking information so that we can ensure the returned Product arrives back safely to us.

6. Resolutions 

6.1 Once you have completed the process outlined in paragraph 5 and we have confirmed that your Product is faulty, damaged or incorrect, where we agree to provide you with:

(a) a refund, then:

(i) we will refund you the amount that you paid for the Product; and

(ii) the refund will be processed using the same payment method used when you purchased the Product; or

(b) a replacement Product, a Product of equivalent value, or gift card to the Product that you purchased will be sent to you at our expense (for gift cards, 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 and/or resolution in a timely manner, delays to return processing may be experienced during busy sale and promotional periods, due to higher volumes. We aim to respond to all return and refund enquiries within 2 business days, and to process approved refunds within 5 business days of our decision. Refunds may then take a few additional business days to appear in your account, depending on your bank or payment provider.

7. Product recalls

7.1 If a Product is subject to a recall, we will notify affected customers using the contact details provided with their order and publish the recall notice on our website.

7.2 Recalled Products are treated as faulty, but are not subject to the process in paragraph 5. You will be entitled to a full refund for a recalled Product on proof of the affected batch or lot number (for example, a photo of the batch code on the packaging), whether or not the Product has been opened or consumed.

7.3 Please do not consume a recalled Product. Our customer support team will let you know whether you should return or dispose of it. Where a return is required, we will arrange this at our expense.

8. Lost or late orders

8.1 If your order has not arrived within the estimated delivery timeframe or is lost, please email hello@kicwellness.com within 14 days of the estimated delivery date with the details set out in paragraph 5.1.

8.2 We will investigate with our fulfilment partner. Where we confirm that your order or a Product has been lost or not delivered, we will provide a resolution in accordance with paragraph 6. 

9. Cancellations and order amendments

9.1 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 dispatched for shipping. Such amendments may include but are not limited to:

(a) change of delivery address and details;

(b) change to Product variants (for example, flavour);

(c) adding or removing Products;

(d) applying discounts; and

(e) full order cancellations.

Accordingly, any such change or cancellation to your order is subject to KIC's discretion.

10. Further information

For further information, please contact our customer 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.

Updated: 06.10.2026