Returns, Refunds & Consumer Guarantees
Our returns process operates alongside the rights and remedies available under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies rights that cannot lawfully be excluded.
Faulty, damaged or incorrectly supplied products
If a product is faulty, unsafe, materially different from its description or does not perform as a consumer is ordinarily entitled to expect, you may be entitled to a remedy under the Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement, refund or compensation for reasonably foreseeable loss.
Contact us with your order number, an explanation of the problem, and photographs or video where these can reasonably help assess the issue. We may ask you to participate in reasonable troubleshooting or make the product available for inspection.
Major and minor problems
For a major problem, you may be entitled to choose a refund or replacement. For a minor problem, we may choose to repair the product within a reasonable time. If that cannot be done, other remedies may apply. Your rights depend on the product and circumstances rather than an arbitrary warranty period.
Change of mind
Australian Consumer Law does not require a business to accept a return solely because a customer changed their mind, ordered the wrong item, found it elsewhere for less, or no longer wants it. We may be able to arrange a change-of-mind return for an eligible product where the supplier accepts it.
Contact us before returning anything. If a change-of-mind return is available, we will confirm the return address, condition requirements, timeframe, return freight and any reasonable supplier restocking charge before you decide whether to proceed. Products must not be sent without authorisation.
Products that may not be eligible for change-of-mind return
Subject to consumer-law rights, exclusions may include personalised products, hygiene-sensitive goods, opened consumables, assembled or installed goods, mattresses or bedding removed from sealed packaging, clearance items, and products no longer in resalable condition.
Return shipping
Where a product fails to meet a consumer guarantee, reasonable return costs are handled according to Australian Consumer Law and the circumstances of the item. For an approved change-of-mind return, the customer will generally be responsible for return costs and safe transit unless we confirm otherwise.
Refund timing
Approved refunds are issued to the original payment method unless another method is agreed or required by law. Banks and payment providers may take additional time to display the transaction.
Start a return
Contact Kotimme with your order number and the reason for the request. Do not return a product to our business address unless we specifically instruct you to do so; supplier return addresses vary.