Returns & Refunds Policy

Last updated: 20 May 2026

KM Commerce stands behind every product we sell. This page explains how to return an item, when you are entitled to a refund, and how the process works. Your rights under the Australian Consumer Law are in addition to anything described here.

Your ACL rights — summary. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure.

1. Change-of-mind returns

You may return most items within 30 days of delivery for a refund or store credit, provided that:

The product is unused, unworn, and in its original condition.
It is in the original packaging with all labels and accessories.
You can provide proof of purchase (your order number is sufficient).

Return shipping for change-of-mind returns is paid by the customer. We recommend using a tracked service — we cannot refund returns that do not arrive.

2. Items that cannot be returned for change of mind

Personal care or hygiene items where the seal has been broken.
Items marked "final sale" or "clearance" at the time of purchase.
Gift cards and digital products.
Custom or personalised items.

These exclusions do not affect your rights under the Australian Consumer Law for faulty goods (see Section 3).

3. Faulty, damaged, or incorrectly described goods

If a product is faulty, damaged, or significantly different from its description, you are entitled to a remedy under the Australian Consumer Law. Depending on the nature of the problem, the remedy may be a repair, replacement, or refund — and you may also be entitled to compensation for any other reasonably foreseeable loss.

Please contact us as soon as possible, ideally within 7 days of receiving the product, with photographs of the issue and your order number. We will cover the return shipping cost where the fault is established.

4. Items damaged in transit

If your parcel arrives visibly damaged, please take photographs of the external packaging and the items before unpacking further, and email us at info@kmcommerce.au within 7 days. We will arrange a replacement or refund and lodge a claim with the carrier.

5. How to start a return

Email info@kmcommerce.au with your order number and the reason for the return. Include photographs if the item is faulty or damaged.
We will reply with return instructions and a return address within 2 business days.
Pack the item securely and send it using a tracked service. Keep the tracking number until your refund is processed.
Once we receive and inspect the return, we will issue your refund (or replacement) within 5 business days. Refunds are made to the original payment method.

6. Cancellations

If you change your mind before your order ships, contact us as soon as possible. We will do our best to cancel the order, but once a shipping label is generated we may be unable to recall the parcel; in that case the change-of-mind return process applies instead.

7. Refund processing time

Once your refund is issued, the funds may take an additional 3 to 10 business days to appear on your card or bank statement, depending on your payment provider. We are not able to expedite this.

8. Disputes

If you are unhappy with our handling of a return, contact us first and we will work to resolve the issue. If you remain dissatisfied, you may contact your state or territory consumer protection agency (in Victoria, this is Consumer Affairs Victoria) or the Australian Competition and Consumer Commission (ACCC).

9. Contact

KM Commerce
ABN 92 529 375 010
11/488 Bourke Street, Melbourne VIC 3000
Email: info@kmcommerce.au
Phone: +61 413 335 808