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Returns & Exchange policy

Kayser (Simon de Winter Group Pty Ltd) endeavours to make your shopping an easy & pleasant experience.  

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 products purchased from our Kayser Lingerie online store at (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.

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 (i.e. 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.

Excluded products

Please choose carefully when purchasing the following types of products as returns for change of mind will not be provided on Final Sale 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 significantly different from the sample or description.

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

We will accept an Order number or Order Confirmation Email as proof of purchase from the Kayser website.

Return tender

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, ZipPayand/or ZipMoney.  

If you have purchased the item using one of the following deferred payment options such as AfterPay or ZipPay, then any refund approved by us will be payable by that payment provider.  If you have made any payment(s) for the item, AfterPay or ZipPay 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,  ZipPay’s FAQs

Returns Process

Print off and complete the Returns Slip. Be sure to include your Order number on the Returns slip.

All returned items & completed Returns Slip must be sent to theKayser warehouse:

Simon de Winter Group Pty Ltd
Warehouse 7
Gate 2, 4 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 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, ZipPayor 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.


Further information

For further information about returns, please contact our Customer Service Team at For more information about your rights as a consumer, see the Australian Consumer Law website at

Terms and Conditions

This Returns Policy forms a part of the Kayser Terms and Conditions.


Kayser is committed to protecting your privacy.  We will handle any personal information collected from you for the purposes of managing a refund, exchange or repair in accordance with the Kayser Privacy Policy.