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[old] RETURNS

We want to make sure you are 100% happy with your Kivari purchase so we have allowed returns on all full-price online orders* within 10 days from the day the merchandise is delivered subject to the following conditions:

- The item must be returned within 10 days of purchase together with original proof of purchase. We suggest all items are tried on as soon as they are received to ensure you are able to return items within the returns timeframe;

- Items must be returned in original condition, unworn, unaltered, unwashed and with their tags attached;

- *Sale items: Orders placed during on online promotion period or on SALE for up to 20% of their value will only be eligible for store credit or exchange (excluding Signup discount)

- Items on SALE for over 20% of their value are NOT eligible for refunds, credit or exchange. PURCHASE IS FINAL

 

HOW DO I RETURN AN ITEM?

To return an item, we need to provide you with a Return Authorisation Number. Please complete the Return Request Form here.

Our Returns Team will reply with your Return Authorisation Number within two business days, and will also provide you with the address to send your return to.

Please Note:

-Returns will only be approved if a reason is stated on the notes section of the returns form explaining why the item is being returned. 

- Your Return Authorisation Number must be clearly marked on the front of your returned parcel. If our warehouse cannot identify this number on the outside of your parcel it may be returned to you.

- Your Return Authorisation Number will be attached in our response to your request. Please print this and include inside your parcel.

- For a refund, your return must be in original condition with their tags attached.

Upon receipt of the items, they will undergo a quality review and once cleared, you will receive a refund or credit note for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. We endeavour to process refunds as soon as they are received but please allow up to 7 business days for returns to be processed. You will receive email notification of the status of your refund once finalised.

We do not refund initial shipping charges for items returned, other than for faulty items. Kivari is not liable for the loss of garments being returned. We recommend using a traceable delivery method and taking note of your tracking number.

Please allow up to 7 business days for your return to be processed. You will receive a confirmation by email when your return or exchange is complete. 

We do not accept returns for international purchases unless the customer agrees to cover all additional shipping expenses.

 

WHAT IF MY ITEM IS FAULTY?

We're so sorry if an item you received is not in perfect condition. Please follow the returns process as above and attach a photo of the fault to the returns form. We will meet our obligations under the Australian Consumer Law or similar legislation which may include replacing the item if the stock is available or giving you a refund upon receiving your faulty item back. We also have a 3 Month Warranty period on all of our pieces; please note this excludes fair wear and tear.

Leather items: Please be aware that due to the nature of the natural tanning process in leathers each leather hide is different and therefore slight colour variances and blemishes occur and are not considered a fault.

Please note: Repairs on items more than 3 months old are no longer in warranty and a repair/postage fee will be charged. 

 

WHAT IF I RECEIVE AN INCORRECT ITEM?

If you have received an item you did not order, please email us at sales@kivari.com.au so we can resolve this for you.

 

DO I HAVE TO PAY FOR SHIPPING MY RETURN?

Subject to our obligations under the Australian Consumer Law or similar legislation, for any return you will be responsible for shipping and handling charges to return any unwanted items. If the package does not reach us safely we will not be able to complete the refund, we recommend sending via a traceable method for peace of mind and to retain proof of postage until you have received confirmation that your return has been processed.

 

HOW WILL I BE REFUNDED?

Upon receipt of the items, they will be checked to make sure they meet the conditions above and once cleared, you will receive a refund or credit note for the purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. If you paid with a gift card, you will be refunded to that same gift card and will be able to re-use the original unique code towards your next purchase.

We endeavour to process refunds as soon as they are received but please allow up to 7 business days for returns to be processed. You will receive email notification of the status of your refund once finalised. We do not refund initial shipping charges for items returned, other than for faulty items. We are not liable for the loss of garments being returned. We recommend using a traceable delivery method and taking note of your tracking number.

 

CAN I EXCHANGE AN ITEM?

Due to the limited nature of our pieces, if you would like a different size or item, we recommend purchasing the new item and following the returns process for a refund. For urgent enquiries, please email sales@kivari.com.au.

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