Warranty & Returns

Warranty Returns Policy and Customer Support

Warranty for products sold through kemu.com.au

1.      All products sold through the kemu.com.au online store come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.

2.      In addition to a customer’s rights under the Australian Consumer Law, kemu.com.au offers a 12-month warranty on selected products sold through the kemu.com.au online store which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):

a.       if expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period;

b.      in relation to accessories or bonus gifts (as noted as such in a product listing); or

c.       if the fault or damage is due to:

i.            normal wear and tear

ii.            damage arising from improper assembly or modification of the product;

iii.            damage arising from abnormal use or abuse of the product;

iv.            damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather or timber); or

v.            Damage to external product packaging only.

3.      kemu.com.au online store will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:

a.       send missing parts (if applicable);

b.      suggest a method of self-repair (if applicable).

c.       replace the product (subject to availability);

d.      offer an alternative product; or

e.       offer a partial or full credit voucher or refund.

Making a warranty claim for damaged goods or missing parts

1.      Warranty claims should be sent to kemu.com.au online store via email message.

2.      The following should be included in the message:

a.       order number;

b.      the quantity of each product and/or part missing, faulty or damaged; and

c.       an image or video (of acceptable quality) of the product that clearly shows:

i.            the fault or damage (if applicable)

ii.            what part is missing (if applicable);

iii.            the product in the original packaging (if applicable); and/or

iv.            the product’s instruction manual with the fault or damage and/or missing part indicated, for example by circling the area damaged or from which a part is missing (if applicable).In addition, please provide a brief explanation of the fault or damage, and what the customer is requesting, i.e. refund, credit or replacement of parts/product.

3.      All images and videos should be of acceptable quality that allows us to assess the claim – thumbnail images are not considered to be acceptable quality as we cannot make a clear assessment of alleged faults or damage.

4.      A customer should not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement or refund in cases where goods are disposed of by the customer before a warranty claim has been finalised.

5.      If we need the product returned, we will provide a return label for this purpose. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or and the return label has not been provided.

6.      For missing parts, once we have received the necessary details, and validated the claim, we will issue the part to be dispatched to the customer as soon as practicable after we have confirmed the spare part is available for dispatch. Dispatch of spare parts from our warehouse can take up to five working days. If no spare part is available in a reasonable period, we will provide an alternative solution in-line with our obligations under the Australian Consumer Law.

 

Clear Coverage for Product Issues

 

 

Our warranty returns policy is designed to make support simple when a product does not meet expectations because of a defect or other covered issue. We want customers to feel confident in every purchase, so we provide straightforward guidance on what is eligible for warranty service and how to begin the process. If an item arrives damaged, stops working properly, or has a manufacturing problem, you can review the warranty terms and contact our support team for help. We aim to resolve concerns quickly while keeping the process easy to understand and fair for every customer.

 

 

Easy Return Steps and Fast Review

 

 

Returning an item should not be confusing, and our process is built to save you time. Once you contact us, we will help confirm whether your request qualifies under the warranty returns policy and explain the next steps. In many cases, you may need to provide your order number, a brief description of the issue, and photos of the item or packaging. This information helps us review your case faster and recommend the best solution. Depending on the situation, we may offer a replacement, repair, or return option based on the product’s condition and the policy terms.

 

 

Helpful Support After Your Purchase

 

 

We believe good service continues after checkout, which is why our support team is here to answer questions about returns, warranties, and product care. If you are unsure whether your item qualifies, we encourage you to reach out before taking action so we can guide you in the right direction. Our goal is to make the warranty returns policy clear and easy to follow, so you know what to expect from the start. We value honest communication and work to provide practical solutions that protect your purchase and give you peace of mind.

 

 

Conditions, Timing, and Customer Responsibility

 

 

To keep the process smooth, it is important to review the conditions that apply to each return or warranty request. Items usually must be returned within the allowed time frame and in the required condition for review. Some products may have specific rules depending on how they were used, opened, or installed. Customers are responsible for following the return instructions carefully and keeping proof of purchase available. By understanding these details ahead of time, you can avoid delays and complete your request more efficiently. Our team is always available to help explain any part of the process.