Returns & Exchanges
Items purchased from KAS AUSTRALIA are eligible for a full refund if returned within 30 days of purchase. You will have up to 30 days after items have been purchased to exchange for anything else on the website.
All Polyester inserts, Feather inserts and SALE items are not eligible for a refund. However they are eligible for an exchange to another item online.
HOW TO SEND IN YOUR RETURN/EXCHANGE
Good news - returns from Australia are now FREE! To return an item to KAS please:
You are required to provide an order number before you can print the Australia Post return label. Please use the same order number you receive on confirmation email. For example "1122". DO NOT include any letters in your Australia post form or it will not accept your return parcel.
Go to this link https://returns.kasaustralia.com/ and fill in your details to generate a FREE return label. The return label will be available to download and print on the next screen, and a copy will also be sent to your email address.
1.) Enter order ID and email to look for order to start the returns request.
2.) See all items of the order, and choose which item and the quantity you wish to return.
3.) Select a returns reason and enter any relevant notes.
4.) Submit your return & you'll receive a confirmation to your email with the next steps.
Attach the return label to the box, and drop off at any Australia Post location. The package should be addressed to:
110 Dalmeny Avenue
Rosebery, NSW 2018
(02) 9317 5700
The tracking number on your label will allow you to track your package until it arrives to KAS Australia. Returns are generally processed between 4-7 business days from receipt, and you will receive an email confirmation once your return has been processed.
We will send confirmation via email once your return or exchange is received and processed. Refunds will be issued via the same form of payment originally used for the purchase.
Our returns policy is in addition to your rights under the Australian Consumer Law.
Click here for more information.
I WANT TO CHANGE MY ORDER?
We're really quick at packing your order up in our warehouse which means we can't make any changes once you've placed it. This includes changing the delivery option, delivery address or payment method.
However, you may be able to cancel your order and place a new one instead within the below time frames:
Standard Delivery – up to 60 minutes after completing your order.
To cancel your order, all your need to do is:
1.) Live chat to our customer service team on the website or call us at (02) 9317 5700 or email us at firstname.lastname@example.org and we will immediately cancel your order.
2.) Once our customer service team cancel your order, you will then receive an email and the status will change to 'Cancelled'.
Your refund will be automatically generated from your payment platform you used to transact and you can then place a brand new order with us.
For more information, check our Returns Policy.
I'm missing an item from my order, what should I do?
We may have sent your items in separate parcels, so check your shipping confirmation email to see the number of parcels you're due to receive.
If your order has been sent in different parcels then each delivery note will tell you the items you can expect to find inside.
Please check the delivery notes from each part of your order to make sure you're not missing anything.
If an item is missing, please contact our Customer Care Team using the visible on this page button 'Contact us now'.
You'll need to provide your order number and details of the missing item and we'll do our best to resolve the issue for you as quickly as we can.
I Received the wrong product
If you've received the wrong product, please contact us so we can organise for the right one to be sent to you.
Before you get in touch:
1.) Please confirm the invoice supplied within the delivery package to see if it matches what you received
2.) Do not use the item
Ensure you have the order number and details when you placed the order so we can help out with your request as you can find you order in the confirmation email we sent after you purchased the item.
Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached. Return items that have been opened and are unaccompanied by the original packaging and receipt of purchase will not be approved.
TRACKING MY RETURN
You can trace your return using the tracking number from your return label on the Australia Post website. Please allow for 5-7 business days for processing from when we receive your return. You will receive an email or a phone call once your return has been processed.
Returns do take us 3-5 business days to process upon reaching our facility. Once your return is processed and your refund is issued, you will receive a refund confirmation email. Refunds can take several business days to reflect on your credit card account. This varies depending on your financial institution.
We will accept back bedding products within 30 days provided that they are unused and unopened.
Our goods may come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You also may be entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If you think that there is a fault with the goods you have received, please let us know straight away by contacting our Customer Service team at email@example.com or (02) 9317 5700. Please include as many details as possible about the order and the problem with the goods.
Shipping charges on expedited orders are not refundable.
If you return more than $5000 in a 12 month period you may be subject to a modified return policy. We will contact you if you are subject to the modified policy.
During the Holiday season (Dec 1st - Dec 25th), we will accept your return after 30 days so long as it is received by January 10th.
If you receive an item that is damaged, please contact customer service ON (02) 9317 5700 immediately, and follow up with an email at firstname.lastname@example.org with an attached photo.
Items purchased from KAS AUSTRALIA are eligible for a full refund if returned within 30 days of delivery. You will have up to 30 days after items have been delivered to exchange for anything else on the website. KAS refunds DO NOT include freight costs and will only be the cost of the products sold.
All SALE items on the website are not eligible for a refund. However they are eligible for an exchange to another item online.
We do not offer free returns on international orders. Return shipping is up to the responsibility of the customer. We recommend sending your items back with a trackable service as KAS cannot be held responsible for lost or stolen parcels.
KAS AUSTRALIA only carries merchandise that is authentic, first-run, and purchased directly from its suppliers. Please be aware that even such products are not entirely free of workmanship errors, including occasional missing threads and similar defects. Products subject to distressing as part of the styling are also subject to increased chance of defect and do tend to wear out faster than normal.
For Australian customers, we will reimburse return transport costs on items with major defects, but we will handle shipping reimbursement for minor defects such as missing threads on a case-by-case basis. In general, we will reimburse return shipping charges for minor defects a maximum of five times per year, per customer.
Many products, particularly those with distressed styling, do wear out or develop holes with regular wear-and-tear over time. KAS AUSTRALIA warranties all products to be free of such problems for the first 90 days from the time of purchase, and will replace or refund your purchase in the event such a problem occurs. After 90 days, we will attempt to assist with repairs, including providing replacement hardware such as lost buttons or broken snaps to the extent these items or repair services are available from the designer, but we will not provide a complete replacement or refund for an unrepairable product after 90 days unless the designer is willing to replace or reimburse the product at this time.