RETURNS, EXCHANGES & CANCELLATIONS
If you receive merchandise that you are unhappy with for any reason, simply return it to us within 21 days of purchase, in the condition that you received it and we will happily refund you the cost of the product(s)*. Unfortunately, at the moment we cannot process exchanges so if you would like to swap your item for another Kustom product, please send back the item you don't want and buy the item you would like to swap it for in the website.
Returns must be in as new condition with tags attached unless faulty.
Faulty goods will be dealt with as per the manufacturer's warranty.
We recommend sending returns via registered post as we do not accept responsibility for lost items.
Returns must be made within 21 days from the date of purchase.
* REFUNDS AND RETURNS ARE NOT AVAILABLE ON FREE PROMOTIONAL ITEMS.
RETURNS and GUEST CHECKOUT RETURNS PROCESS
If you are not satisfied with your online purchase you may return items within 21 days of the shipping date. Please follow the simple steps below:
- Email our customer service team at firstname.lastname@example.org. Please include your order number within the contents of your email & list the styles you are wanting to return.
- When our customer service team replies to your email regarding your return request, they will provide you with a Return Authorisation (RA) number. Please write this number on a copy of your invoice.
- Pack all items with your invoice in a secure carton or reuse the original packaging. Please ensure that all boxed items are securely enclosed in a satchel as we are not able to accept them if damaged.
- Attend your local Post Office and send to the returns address:
Online Store Returns,
131 Millaroo Drive,
Helensvale QLD 4212
For security and peace of mind, we strongly suggest using insured registered post as we are not liable for lost return parcels. Please allow up to 7 business days for us to receive your merchandise.
- Once received in our warehouse, we will inspect and process the goods within 48 hours to ensure you receive your refund as quickly as possible. To keep you informed, we will email you confirmation of your refund, and how it is being processed to your original form of payment. In most cases, refunds should hit your account within 1-5 business days.
We're currently unable to process exchanges through our online store. To avoid disappointment, we recommend placing a new order for the item you would like to purchase, and returning your existing merchandise for a full refund to our online warehouse using the process above.
RETURN TERMS & CONDITIONS
All items returned for refund must be returned in the original condition with tags attached (unless faulty). Any packaged goods must be returned with the packaging in its original condition or may not be accepted (unless faulty). When trying on footwear we advise using a clean surface as shoes with marked or dirty soles may not be accepted for return. Please ensure all returned clothing items are free from marks, stains and rips as they may not be accepted for return if received damaged (unless faulty). Note: Online purchases cannot be returned to a store or dropped off in person to any office or warehouse. Online purchases may only be returned by sending them to the Returns Address as per this process. If you have any questions, please contact the customer service team for assistance.
If notified before goods have been dispatched, we can accommodate order cancellations. If items have been shipped, we reserve the right to refuse order cancellation or charge a cancellation fee should we be able to request the return of the package from our delivery service.