Returns, Exchange and Refunds Policy
Please note that we do not offer exchanges. We instead request that items are returned for a refund and a new order is placed online.
If you are not satisfied with your purchase or change your mind, you can return it for a refund provided the below conditions are met.
Conditions for return:
Please ensure the item is:
- returned within 14 days of the date of delivery with the order number indicated on the Return Slip
- unworn, not damaged and unwashed with all original tags and stickers still attached;
- not a "Final Sale" item. (Any 'Final Sale' items will be clearly marked on the product page).
Return delivery costs are payable by the customer.
Returns under the Australian Consumer Law
If the product is damaged, faulty or does not match the description given, you are protected by the Australian Consumer Law. For more information about your rights as a consumer, see the Australian Consumer Law website at http://www.consumerlaw.gov.au. Returns on 'Final Sale' items are valid if they fall under this category.
Please print off and complete our Returns Slip with your order number and product name (this can be found in your order confirmation email).
All returned items & completed Returns Slip must be sent to the Kayser warehouse:
Simon de Winter Group
C/O Kayser Lingerie
Gate 2, 4 Judge Street
Sunshine VIC 3020
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.
Once a returned item is received at our warehouse, we will assess the condition of the item and send you an email to confirm whether it meets the return & refund requirements with next steps.
The refund will be the price paid at the time of purchase as shown on the Order confirmation email. Please note that the original delivery costs will be excluded unless the item(s) are returned in accordance with the Australian Consumer Law (e.g. they are faulty).
Refunds will usually be processed within 5 business days after you receive email refund confirmation. Time may vary for refunds issued by other payment options like PayPal or AfterPay where applicable.
Payment gateway refund information
If you have purchased the item using one of the following deferred payment options such as AfterPay, then any refund approved by us will be payable by that payment provider. If you have made any payment(s) for the item, AfterPay 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/.
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.
For further information about returns, please contact our Customer Service Team at email@example.com
Terms and Conditions
This Returns Policy forms a part of the Kayser Terms and Conditions.