Returns and Replacements Policy
What can I expect when shopping with Kin & Keepsakes?
Kin & Keepsakes is a small Australian business and we really want you to have a positive shopping experience with us. We provide detailed information on each product listing so you can choose with confidence. If something is not quite right, our returns process is designed to be straightforward and easy to follow.
Does Kin & Keepsakes’ return policy comply with Australian Consumer Law (ACL)?
Yes. Kin & Keepsakes complies with the Australian Consumer Law. Our goods come with consumer guarantees under the ACL. We are committed to resolving any issues fairly and promptly.
What’s an acceptable return?
Under Australian Consumer Law, you are entitled to a refund, replacement, or repair if an item has a major problem, for example it is faulty, damaged, unsafe, or significantly different from its description, and you have proof of purchase.
Once a digital file has been downloaded, we do not offer refunds unless required under Australian Consumer Law.
When do consumer guarantees not apply?
Consumer guarantees do not apply if the issue was caused by misuse, neglect, abnormal use, or if you simply changed your mind, found the product cheaper elsewhere, or no longer want the item.
What is considered a “major problem” under Australian Consumer Law?
A product is considered to have a major problem if:
it has a fault that would have stopped you from buying it had you known about the issue
it is unsafe
it is significantly different from its description or images
it is not fit for its normal purpose and cannot easily be made fit within a reasonable time
it has a serious and irreparable fault.
If a product has a major problem, you are entitled to choose a refund or replacement in accordance with the Australian Consumer Law.
What can I use as proof of purchase?
Proof of purchase may include your order confirmation email, receipt, or another transaction record showing your purchase with Kin & Keepsakes.
Do you accept returns for print-on-demand products?
Print-on-demand items are created especially for each order. We do not offer change-of-mind returns or exchanges, including for incorrect size selection.
If a print-on-demand item arrives faulty, damaged, misprinted, incorrect, or significantly different from the order, we will arrange a replacement or refund at no cost to you.
Colour and image variation (important)
Colours can vary slightly between screens and printed products. Minor colour differences are not considered faults. If the item is clearly misprinted or significantly different from the design ordered, we will treat it as a fault.
What is the return policy for non-print-on-demand products?
For items we pack and ship ourselves, such as decor, gifts, and keepsakes:
If the item has a major problem, you may choose a refund or replacement
If the problem is not major, we will repair the item within a reasonable time
If the item cannot be repaired within a reasonable time, you may choose a refund or replacement.
Can I cancel my order?
Cancellations are possible only if your item has not entered production or been dispatched. Print-on-demand items move into production quickly, so cancellations are not always possible. If you need to cancel, contact us immediately with your order number and we will confirm the status.
What happens if my product is faulty or damaged?
If your product is faulty, damaged, or does not meet consumer guarantees, we will provide a repair, replacement, or refund in accordance with the Australian Consumer Law. You will not be charged for replacement or return shipping for faulty items.
What if my item is no longer available for replacement?
If a replacement is not available, we will provide a refund in accordance with the Australian Consumer Law.
Will the colours or appearance of my item match exactly what I see online?
We take care to display our products as accurately as possible. However, colours and appearance may vary slightly due to device screen settings, photography lighting, and printing or manufacturing processes. Minor variations are not considered faults under the Australian Consumer Law.
What if I ordered the wrong size?
Please refer carefully to size guides and product descriptions before ordering. Choosing an incorrect size is not considered a fault under the Australian Consumer Law and is not eligible for a refund or replacement unless otherwise required by law.
How soon should I contact you if there is an issue?
We asked that you contact us as soon as possible if there is an issue with your order. This allows us to assist quickly and resolve the matter efficiently.
What’s the timeframe for a return?
Consumer guarantees under Australian law apply for a reasonable period of time, which depends on the nature of the product.
What does “reasonable period of time” mean?
A reasonable period of time means how long a product would normally be expected to last, based on:
The type of product
The price paid
How the product was described or marketed.
How it is normally used
Any care or usage instructions provided.
For example, items like clothing or home decor are expected to last longer than consumable or decorative items used occasionally. Normal wear and tear over time is not considered a fault.
What is the process for a return?
If you believe your item has a major problem, for example faulty, damaged, or does not meet consumer guarantees, please contact us using the Returns and Replacement Form below, with:
your order number
proof of purchase
a clear description of the issue
up to three photos showing the problem
We will review the information and work with you to resolve the matter promptly and fairly. Where appropriate, this may include a repair, replacement, or refund in accordance with Australian Consumer Law.
Who pays for return shipping?
If the item is faulty or does not meet consumer guarantees, Kin & Keepsakes covers return shipping costs.
Do you offer partial refunds?
We do not offer partial refunds for minor variations or issues that do not constitute a fault under the Australian Consumer Law.
What happens if I entered the wrong delivery address?
Please ensure your delivery address is correct at checkout. We are not responsible for orders that are delayed, returned, or lost due to an incorrect or incomplete address provided by the customer.
What happens if delays occur?
Delivery timeframes may be affected by events outside our control, such as severe weather, natural disasters, or carrier disruptions. These delays do not automatically entitle customers to a refund or replacement.
What happens if my order is lost in transit?
If a parcel is confirmed as lost in transit after investigation with the delivery carrier, we will arrange a replacement or refund as appropriate.
For print-on-demand items, we work with our production partners to issue a replacement where required, at no cost to you.
Are delivery delays considered lost parcels?
No. Delivery delays can occur due to factors outside our control, such as carrier congestion, weather events, operational disruptions, peak seasonal periods, or international customs. A parcel is not considered lost unless confirmed after investigation with the delivery carrier.
What happens if my parcel was delivered with Authority to Leave but is now missing?
If you have authorised the delivery carrier to leave your parcel in a safe place, delivery is considered complete once the carrier confirms the parcel has been delivered to the nominated location. If your order shows as delivered but you cannot locate it, please contact us promptly. We will assist by checking delivery details and can lodge an enquiry with the carrier.
Kin & Keepsakes is not responsible for loss or theft that occurs after delivery where Authority to Leave has been provided, unless the parcel was delivered incorrectly or not in accordance with the delivery instructions.
Returns & Replacements Form
Use this form to let us know if there is an issue with your order.
Kin & Keepsakes complies with Australian Consumer Law. If you believe your item has a major problem, for instance faulty, damaged, or does not meet consumer guarantees, you may be entitled to a repair, replacement, or refund.
What you’ll need to provide
To help us resolve the matter as quickly as possible, please use the Returns and Replacements Form and provide:
your order number
proof of purchase (order confirmation email, receipt, or another transaction record showing your purchase with Kin & Keepsakes)
a clear description of the issue with the product and packaging
up to three photos showing the problem
We will review the information and work with you to resolve the matter promptly and fairly. Where appropriate, this may include a repair, replacement, or refund in accordance with Australian Consumer Law.