Add a banner image

Returns + Exchanges

Our Returns & Exchanges page outlines everything you need to know if you need to return an item or request an exchange. Here you’ll find details on eligibility, timeframes, how to lodge a return, and what to expect during the process. We recommend reading this page before submitting your request to ensure your return meets our policy requirements.
Change Of Mind Returns
Don't love your order? That makes us sad, but we want you to be 100% happy!

Return it within 30 days of receiving it for a refund or exchange - no questions asked provided the following conditions are met:

  • Item was not part of a clearance sale or end of line
  • Has not been used or worn
  • Is not soiled or damaged
  • Has original undamaged plastic packaging and tags
  • Is not personalised 
As the customer, you are responsible for any return shipping charges and credit won't include any initial shipping charges.

Please note that unless faulty, personalised products can not be returned for change of mind.

If you request a refund for part or for your whole order there will be a restocking fee to cover administration costs and transaction fees. 

For returns, please download and print the PDF file. If you're unable to print it, please fill out the form, and submit it instead. Please do not wait for a reply to return requests, the form is simply so we have your information once the return arrives.

Cancellation (prior to fulfilment) 

If you wish to cancel your order for a refund (before it has been fulfilled or personalised)  a restocking fee to cover administration and transaction fees will be charged and deducted from your total refund.

If you change your order or a store credit is issued, the restocking fee will not apply.

If you'd like to cancel your order, please email us directly hello@kinnder.com.au requesting either a refund or store credit. It's possible your order may already be completed and/or personalised before we're able to cancel your order. If this is the case, the change of mind return policy will apply.

Editing Your Order

If you need to edit your order please contact us as soon as possible at hello@kinnder.com.au with your request. Please note that changes are not guaranteed, however we will do our best to action your requests. If an order is shipped as per the original order, this is not considered as receiving an incorrect order, but a sign that the changes were not able to be made in time. Kinnder is not liable for this and if you're not satisfied with your order, the change of mind return policy will apply.

This policy forms part of Kinnder’s Terms & Conditions. By placing an order, you agree to these terms, including our returns and order amendment conditions (please refer to our Terms & Conditions for full details).

Changes to the details of personalised orders are not possible once the order has been placed. This process is very fast moving and unfortunately despite making changes in our system, it is likely the order has already moved to a stage where changes are not possible. 

Faulty or Damaged Items on Arrival

Did you open your package only to receive a perfectly imperfect item? We do our very best to check every piece before sending your order out, however as we are imperfect humans, sometimes we miss things! We will ensure to rectify this asap for you!

Please email hello@kinnder.com.au with details and photos of the faulty item. For an item that is deemed faulty we will offer you the choice of a replacement or refund - restocking fees do not apply to faulty or damaged items.