REFUND POLICY OF KP Naturals Skin Care This Refund Policy ("Policy") applies to the following purchases: Purchases through www.kpnaturals.com.au 1. 2. General (a) (b) (c) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy. Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law. Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order. Australian Consumer Law (a) (b) (c) (d) (e) (f) Under the Australian Consumer Law: (i) (ii) Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the goods, you are entitled to cancel the purchase; and (A) (B) (C) to a refund for the price of the goods; and compensation for any damage or loss (whether direct or consequential) that was, or reasonably ought to have been, foreseeable by us. If the failure with the service does not amount to a major failure, you are entitled to to a re-supply of the goods within a reasonably time, or to cancel the purchase and be provided with a refund of any price paid. We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law. The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission. If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure. (g) If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced. (h) (i) 3. For clarity, a 'major failure' under the Australian Consumer Law includes circumstances where: the goods are substantially unfit for their normal purpose and cannot be easily fixed within a reasonable time; the goods are significantly different from their description or sample; the goods are substantially unusable; or the goods are unsafe. In the context of skincare products, additional examples of a 'major failure' under the Australian Consumer Law include: where the product causes significant adverse reactions beyond standard patch test warnings; where the active ingredients are measurably below the advertised concentrations; where the product's preservation system has failed before the stated expiry date; or where the product's efficacy claims are substantially unachievable under normal use conditions. Cancellation and Change of Mind (a) 4. We do not offer any refund if you change your mind, or find the same product or service cheaper elsewhere. Products Damaged During Delivery (a) (b) 5. (i) In the event that the product you ordered has been damaged during delivery: Please contact us as soon as possible. (ii) Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product. We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 7 days from the date of receiving the product. We will arrange to collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within [7] days from the date of receiving the product. Any damage claims made after this period may not be accepted unless required by Australian Consumer Law. Exceptions Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if: You misused the said product in a way which caused the problem. (a) (b) You knew or were made aware of the problem(s) with the product or service before you purchased it. (c) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted. (d) (e) (f) 6. Any other exceptions that apply under the Australian Consumer Law. You have attempted to resell, redistribute, or commercially exploit the product without written authorization, or have transferred the product to a third party in violation of the original purchase agreement. You have failed to maintain the product in accordance with provided care instructions, including but not limited to exposure to unauthorized cleaning agents, extreme temperatures, or modifications that void the warranty. Shipping Costs for Returns (a) (b) 7. The inspection of Returned Products shall be conducted according to the following criteria: (i) original condition and packaging integrity, (ii) presence of all original components and accessories, (iii) absence of unauthorized modifications or damage, and (iv) verification of the reported fault or defect. These criteria will be used to determine eligibility for repair, replacement, or refund under the Australian Consumer Law. The responsibility for return shipping costs shall be allocated as follows: (i) for products found to be faulty or not matching their description, KP Natuals Skin Care will bear all shipping costs. Response Time (a) (b) (c) 8. We aim to process any requests for repairs, replacements or refunds within 5 days of receipt. We will notify customers of the status of their request within [5] business days and provide regular updates until the matter is resolved. We will communicate all updates through the customer's registered email address or phone number, with final resolution confirmation provided in writing within [2] business days of completion. How to Return Products (a) (b) (c) (d) You can contact us using the contact email provided at the end of this Policy to discuss a return using the information. Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase. To be eligible for a refund, repair or replacement, you must provide proof of purchase. You may be required to provide a government issued identification to qualify for a refund, repair or replacement. (e) Acceptable proof of purchase includes original receipt, order confirmation email, bank statement showing the transaction, or digital invoice from our system. Each document must clearly show the purchase date, amount, and item description. (f) (g) 9. In cases where standard proof of purchase is unavailable, we may accept alternative digital verification methods including screenshots of digital wallets, authenticated app purchase histories, or verified electronic payment records, subject to additional verification steps. For alternative digital proof submissions, we reserve the right to request secondary verification such as email correspondence with the vendor, two-factor authentication confirmation, or original digital purchase notifications within [DAYS] days of the transaction date. Contact Us If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: kylie@kpnaturalsskincare.com.au
