We are a family owned business based in Melbourne

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Refund Policy

We want you to feel confident buying from KinBox, and we also need to follow Australian Consumer Law (ACL). This page explains how we handle returns, refunds and replacements.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. In summary:

You are entitled to a replacement or refund for a major failure, and for compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

1. Change-of-mind returns

Because each KinBox system is assembled by hand in small batches, we’re not able to offer unlimited “no questions asked” returns.

However, if you’ve simply changed your mind, we’re happy to help on the following basis:

  • You may request a change-of-mind return within 30 days of receiving your order.

  • Products must be unused, in their original condition and packaging, and in a state we can resell.

  • You are responsible for:

    • The cost of return shipping, and

    • Ensuring the goods are packed securely for the trip back.

  • Once we receive and inspect the returned items, we’ll issue a refund of the product price to your original payment method.

  • For change-of-mind returns we don’t refund original shipping charges.

We’re not required by law to offer change-of-mind refunds, but where we reasonably can, we will.

2. Products that are faulty, damaged or not as described

If there’s a problem with your KinBox that’s our fault, we’ll fix it.

You’re entitled to a remedy under the ACL if your product:

  • is faulty or unsafe

  • doesn’t do what we said it would

  • is significantly different from the description or sample you ordered, or

  • otherwise fails to meet the consumer guarantees.

Depending on the nature of the problem:

  • For a major failure, you can choose a refund or replacement.

  • For a minor problem that can be fixed in a reasonable time, we may choose to repair, replace components, or replace the product. If it can’t be fixed in a reasonable time, you can request a refund or replacement instead.

In these cases:

  • We’ll cover reasonable return shipping costs or provide a return label.

  • We won’t refuse a remedy just because a certain number of days has passed, if it’s still reasonable to expect the product to last longer.

Please contact us as soon as you notice an issue so we can resolve it quickly.

3. How to request a return or refund

If there’s a problem with your order, or you’d like to request a return:

  1. Email us at support@kinbox.com.au with:

    • Your name

    • Order number

    • A short description of the issue

    • Photos if the product is damaged or faulty

  2. We’ll respond with:

    • The options available under this policy and under the ACL, and

    • Any instructions for returning the product (if needed).

Please don’t send anything back before contacting us – it’s much faster if we can work out the right remedy first.

4. Refund timing and method

  • Approved refunds are processed to the original payment method (credit card, PayPal, etc.).

  • Once processed, bank/processor timing is usually 3–10 business days, depending on your provider.

  • If we’re replacing or repairing an item, we’ll confirm expected timeframes with you based on stock and shipping.

5. Questions

If you’re unsure how your situation fits this policy, just reach out:

Email: [support@kinbox.com.au]
We’ll happily talk it through and make sure you receive any remedies you’re entitled to under Australian Consumer Law.