Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@kcsau.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@kcsau.com.
Exceptions / non-returnable items
Certain types of items cannot be returned. All custom products (such as special orders or personalised items) are not eligible for an exchange or refund. These products are handmade products therefore slight imperfections may occur, this is not considered a faulty product and therefore is not refundable. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Damages and issues
KCSAU does not take any responsibility for lost or damaged items. We take extensive care in making sure that all our packages are securely packed and inspected before being sent. Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We will need your order number, photographs and a description of the damage to the item. We will refuse a damaged return if you haven’t sent us an email notification and appropriate corresponding photographs within the specified time period after receiving your order.
If we review your submission and agree the product has been damaged during transit, we will offer a replacement or refund of your purchase. Please note that in accordance with consumer protection law, to obtain a replacement, you the consumer are required to return your order to us first. Please take care in packaging the item to avoid further damage, and please send by registered or tracked post. It is upon the receipt of the returned goods that we will then send you a replacement of your product if this has been agreed to by us or we will refund you the purchase price less delivery.
The customer is responsible for the return shipping fees for refunds. We reserve the right to refuse returns if they don’t meet the conditions above.
Acrylic Boxes
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded your purchase price less delivery on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Cancellations
All cancellations must be within 72 hours of placing your order. For any cancellations after 72 hours, you will forfeit 50% of the total cost of your order. If we have commenced working on your order or we have sent you a draft of your order, 50% of the total cost of your order will be forfeited. If your order has been completed in full, we are unable to provide you with a refund.