Refund policy

Last updated: 17 September 2026

Your Australian consumer rights

Products bought from Kivellan come with consumer guarantees under the Australian Consumer Law that cannot be excluded. Products must meet applicable standards of quality and safety, match their description and be fit for their intended purpose. These rights also apply when an order is fulfilled from overseas.

If a product has a problem

For a major failure, you may choose a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage. For a minor failure, we can initially arrange a free repair or another appropriate remedy. If it is not remedied within a reasonable time, further rights to a refund, replacement or recovery of reasonable repair costs may apply.

Consumer guarantees are not limited to an arbitrary number of days or a manufacturer's warranty period. Their duration depends on the product and the circumstances. We do not offer a separate store-wide extended warranty or satisfaction guarantee.

How to contact us

Email contact@kivellan.com with your order number or other reasonable proof of purchase and a description of the issue. Photos or a short video can help us understand the problem, but are not an automatic condition of your legal rights. If a product appears unsafe, stop using it and contact us.

We will review the issue and explain the next steps. We may need to inspect the product. Contact us before posting an item so we can provide the correct return instructions and destination; the dispatch label may not be the correct return address. This process helps route your parcel and does not make statutory rights conditional on our discretionary approval.

Return postage and refunds

You do not need the original packaging to exercise consumer-guarantee rights. Keep reasonable postage receipts: where a consumer-guarantee problem is confirmed, we reimburse reasonable return costs. For goods that cannot easily be returned, we arrange an appropriate collection or other solution.

Refunds are returned to the original payment method where possible, without a restocking fee for a statutory remedy. We process an agreed refund without undue delay; the time it appears in your account depends on your payment provider. A refund for a faulty item in a set is based on the amount actually paid for that item, without removing any broader remedy the law provides.

Change of mind and cancellations

We do not offer a general change-of-mind return or exchange period. This does not apply to faulty, unsafe, incorrectly supplied or misdescribed products, or restrict any statutory right. If you need to cancel or amend an order, contact us promptly. We will check whether fulfilment can be stopped; a request after dispatch may not be possible.

Still need help?

Kivellan handles your claim directly; we will not require you to pursue the manufacturer instead. If you disagree with our response, ask us to review it. You may also seek help from the consumer protection agency in your Australian state or territory.