Refunds and Exchanges


Refunds

Under Australian Consumer Law, Kaisercraft is obliged to refund an item if an item has a major problem.

The definition of an item with a Major Problem” includes when the item:

  • Has a problem that would have stopped someone from buying the item if they had known about it.
  • Is unsafe.
  • Is significantly different from the sample or description.
  • Doesn’t do what Kaisercraft said it would, or what the customer asked for and can’t be easily fixed.

When determining if the customer is eligible for the above, Kaisercraft will take into account how much time has passed since you bought the product considering the following factors before issuing a refund:

  • type of product
  • how a consumer is likely to use the product
  • the length of time for which it is reasonable for the product to be used
  • the amount of use it could reasonably be expected to tolerate before the failure becomes noticeable.

Although Kaisercraft has no legal obligation to refund an item for change of mind, Kaisercraft will however, refund an item if the item is returned in its original packaging unused within 14 days from time of purchase.

To obtain the refund in store, the customer must

  • Return the product to store.

and

  • Provide a receipt or provide the store name, date & time of purchase to allow staff to look up the purchase on their system.

 All refunds must be made in the same form as the original payment. If the original payment was made by credit card, then the refund must be made back to the same credit card. If the customer can’t provide the original credit card, then a driver’s licence or acceptable photo identification must be provided, and the name and identification number must be recorded in the comments section on Retail express.

To obtain the refund from online purchases, the customer must

  • Contact Head Office on + 61 (0) 3 5240 2000 or by emailing sales@kaisercraft.com.au.
  • Refunds for online purchases will not be made in store.

Refunds will not be given on gift card purchases.

 Refunds will not be given on presentation of a gift receipt even within the 14 day period.

Exchanges 

Under Australian Consumer Law, we are not required to provide a refund if you change your mind. Kaisercraft will however, provide a store credit or exchange if the following conditions are met:

  • The product is returned to store within 60 days from original purchase date.

And

  • The product is unused in its original condition

And

  • The customer can provide a receipt, receipt number, exchange card or provide the store name, date & time of purchase to allow staff to look up the purchase on their system.

And

  • The exchange or store credit does not occur on a major sales day.

Online purchases can be exchanged in a Kaisercraft store for other product or a store credit if the

  • The product is returned to store within 60 days from original purchase date.

And

  • The product is unused in its original condition

And

  • The customer can provide a receipt.

And

  • The exchange or store credit does not occur on a major sales day. 

For other online exchanges, online customers must contact Head Office on + 61 (0) 3 5240 2000 or by emailing sales@kaisercraft.com.au. Online exchanges will incur a $10 postage & handling fee.

All store credits must reflect the original purchase price and not the current price of the product being returned.

The exception to the above is that a product may be exchanged for other ‘like for like’ same brand, same item, same size product that has a different scent or colour, if the current price of the product being returned is the same as the current price as the product it’s being swapped for.

No refund or exchange will be made without proof of purchase.

For hygiene purposes, the policy excludes jewellery, footwear, socks, soap or any other product Kaisercraft deems to be unhygienic unless the item is either faulty or as a ‘Major Problem’ as defined above.