Refund & Returns Policy

At Kemu.com.au, our returns policy operates in accordance with New South Wales Consumer Law and is subject to the relevant Manufacturer's Warranty.

Please choose carefully: We do not provide refunds if you have simply changed your mind, selected the wrong item, or found a cheaper item elsewhere.

1. Eligibility for Returns

  • Timeframe: You must initiate your return within 30 days of purchase. Returns requested after 30 days cannot be accepted.
  • Condition: To be eligible, items must be unused, in their original packaging, and in the same condition as received.
  • Proof of Purchase: A receipt or valid proof of purchase is required for all returns.

2. Non-Returnable Items

The following items are exempt from returns and refunds:

  • Perishable goods (e.g., food, flowers, newspapers, magazines).
  • Intimate or sanitary goods.
  • Hazardous materials, flammable liquids, or gases.
  • Gift cards.
  • Downloadable software products.
  • Certain health and personal care items.
  • Sale items (only regular-priced items are eligible for refund).

3. Partial Refunds

Partial refunds may be granted for:

  • Books with obvious signs of use.
  • CDs, DVDs, software, or video games that have been opened.
  • Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
  • Items returned after the 30-day window.

4. How to Return an Item

  1. Contact Us: Do not send your purchase directly to the manufacturer. Email us at sales@kemu.com.au to receive return instructions and the correct physical address.
  2. Responsibility: You are responsible for all return shipping costs. These costs are non-refundable and will be deducted from your total refund amount.
  3. Shipping Advice: For more expensive items, we recommend using a trackable shipping service or purchasing shipping insurance, as we cannot be responsible for lost items.

5. Refund Process

Once your returned item is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed and automatically applied to your original payment method within a set number of days.
  • Late or Missing Refunds: If you haven't received your refund after the expected processing time:
    1. Check your bank account again.
    2. Contact your credit card company (it may take time for the transaction to post).
    3. Contact your bank.
    4. If you have done the above and still haven't received your funds, contact us at sales@kemu.com.au.

6. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please email us at sales@kemu.com.au.

7. Gifts

  • If the item was marked as a gift: You will receive a gift credit for the value of your return. Once received, a gift certificate will be mailed to you.
  • If the item was not marked as a gift: The refund will be sent to the original purchaser (the gift giver).

Need Help?

For any questions regarding refunds or returns, please contact our team at sales@kemu.com.au.