Returns and Exchange Policy
Simon De Winter Group Pty Ltd (Kayser, we or us) endeavours to make your shopping experience easy.
If you are not satisfied with your purchase, you can return it and we may provide you with a refund in accordance with our change of mind policy below or a refund, exchange or repair in accordance with your statutory rights under the Australian Consumer Law.
Returns for Change of Mind
We will offer you a refund on any full priced products purchased from our Kayser Lingerie online store at www.kayserlingerie.com.au (website) if you change your mind provided that you satisfy all of the conditions below.
Please note that we do not offer exchanges. We instead request that items which are to be exchanged are returned for a refund and then a new order is submitted online.
Please print out and complete our Returns Slip and include in your package.
Conditions for return
Please ensure the item is:
- returned within 14 days of the date of delivery with an acceptable form of proof of purchase (see “Proof of Purchase” below)
- unworn and unwashed with all original tags and stickers still attached;
- in saleable condition (ie the condition you purchased it in) and is not damaged, altered or misused in any way; and
- not an “excluded product” (see below).
If you cannot satisfy all of the above conditions then we reserve the right not to offer you a refund. Kayser’s decision to provide a refund in accordance with the conditions set out above will be determined in its absolute discretion.
Please choose carefully when purchasing the following types of products as returns for change of mind will not be provided on sale or clearance items.
This Change of Mind Policy is in addition to your statutory rights under the Australian Consumer Law. Please refer to “Returns under the Australian Consumer Law” below if the product is damaged, faulty, unsafe, is not of acceptable quality, is not fit for the specified purpose or does not match the description given to the product.
Returns under the Australian Consumer Law
You are entitled to the benefit of statutory consumer guarantees under the Australian Consumer Law in respect of products purchased online from our website.
Consumer guarantees and remedies
If you believe there is a breach of a consumer guarantee, you may return the item to us within a reasonable period after purchase. Please refer to “Returns Process” below for more information.
We will assess the condition of the product to determine the nature of the problem.
You can choose to return the item and receive a refund or replacement if an item has a major problem.
This is when the item:
- has a problem that would have stopped someone from buying the item if they had known about it;
- is unsafe;
- is significantly different from the sample or description; or
- doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and seek compensation for any drop in value caused by the failure.
If the problem is not major, we will repair the item within a reasonable time or offer you a replacement or a refund at our discretion.
Conditions for returns
Please ensure the item is returned with an acceptable form of proof of purchase (see “Proof of Purchase” below).
Please also note that we will not offer a refund, replacement or repair if:
- at the time of purchase, you were made aware of the damage or defect in the item; or
- you have damaged, misused or altered the item.
Proof of Purchase
It is important for us to establish that claims made about such products are genuine and that you originally purchased the products from our website.
We may accept the following as proof of purchase:
- returns receipt generated from “your account”
- receipt (received with the package of products); and
- clear copy or photograph of the receipt;
Please note that the following are not accepted as proof of purchase:
We reserve the right to reject your claim if you cannot reasonably demonstrate that you purchased the product from our website.
The refund will be the price paid at the time of the original purchase as shown on the receipt (or other acceptable form of proof of purchase). Please note that the original delivery costs will be excluded unless the item(s) are returned in accordance with your statutory rights (eg they are faulty).
We will issue (or initiate the issue of) any refund using the original payment method. For example, where a credit card or debit card was used to make the purchase, the value of the purchase will be returned to the same credit or debit card via Shopify Payments, PayPal, AfterPay, ZipPay and/or ZipMoney.
If you have purchased the item using one of the following deferred payment options such as AfterPay, ZipPay or ZipMoney, then any refund approved by us will be payable by that payment provider. If you have made any payment(s) for the item, AfterPay, ZipPay or ZipMoney will refund the relevant amount to your nominated payment source and update your payment schedule/account accordingly. For more information, please refer to AfterPay’s Terms and Conditions https://afterpay.com.au/terms/, ZipPay’s FAQS https://zippay.com.au/ and ZipMoney’s FAQS https://zipmoney.com.au/
For customers that have:
- checked out as a guest, please go to Customer Care and click on “Returns” to complete and submit the Returns Form.
You will then receive a confirmation email which will advise you to send your item(s) to us.
All returned items must be sent to the Kayser warehouse (and not presented at any retail outlet) as follows:
Simon de Winter Group Pty Ltd
Gate 2, Judge Street
Sunshine VIC 3020
For item(s) returned for change of mind, all delivery costs are the responsibility of the customer. We recommend that you use a postal service that can be tracked to return the item(s) to us. We are not responsible for any lost items if you fail to use an appropriate tracking service.
For item(s) which are returned in accordance with your statutory rights, delivery costs are our responsibility. We may also cover the costs of re-delivering any replacement item where appropriate.
If you have purchased the item via PayPal, PayPal will refund your return shipping costs on eligible purchases with “Refunded Returns”. This service is available at no additional cost to PayPal account holders who have registered for it at www.paypal.com.au/returns and used PayPal to pay for their online order. Please note this service is provided by PayPal and all enquiries should be directed to PayPal customer service.
Once received at our warehouse we will assess the condition of the item.
Once we have assessed the condition of the item and determined whether it meets our Returns Policy or the Australian Consumer Law requirements, we will send you an email to confirm that we are processing your refund, sending out your replacement item or repairing the item (as is appropriate). Refunds will usually be processed within 5 business days after you receive our email. This may vary for refunds issued by AfterPay, ZipPay or ZipMoney. Replacement items will be sent using the shipping methods outlined in the Delivery Policy.
If there are any problems or your returned item does not meet our Returns Policy or the Australian Consumer Law requirements then we will contact you and, if necessary, we can send your item back to you.
For further information about returns, please contact our Customer Service Team at firstname.lastname@example.org For more information about your rights as a consumer, see the Australian Consumer Law website at http://www.consumerlaw.gov.au.
Terms and Conditions
This Returns Policy forms a part of the Simon De Winter Group Kayser Terms and Conditions which are available here online at our website.