Refund policy

Refunds & Returns

At Kai & Stone, every piece is thoughtfully made to order and embroidered especially for you. We take great pride in the craftsmanship and quality of each item.

Your Rights Under Australian Consumer Law

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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

Personalised & Made-to-Order Pieces

As each bag is custom embroidered based on the details provided at checkout, we are unable to offer refunds or exchanges for:

• Change of mind

• Incorrect spelling, initials, or details entered at purchase

• Changes requested after your order has been confirmed

• Colour or font preferences

• Shipping delays outside our control

We kindly ask that you review all personalisation details carefully before placing your order.

If Something Isn’t Quite Right

If your item arrives damaged, faulty, or significantly different from the description, please contact us within 7 days of delivery at:

support@kaiandstone.com.au

To assist us in resolving the matter promptly, please include:

• Your order number

• Clear photographs of the issue

• A brief description of the concern

We will carefully assess the matter and provide a remedy in accordance with Australian Consumer Law. Where required, this may include repair, replacement, or refund.

We may request additional information or further review to determine the appropriate resolution.

Resolution Process

In certain circumstances, we may request the item be returned for assessment. Any return arrangements will be confirmed directly once your claim has been reviewed.

Refund Processing

Approved refunds will be processed to your original payment method within 5–10 business days.