Refund policy

CHANGE OF MIND RETURNS

We understand that sometimes things don't work out. If your purchase isn't the right fit for your space, you may return it for a refund or store credit, provided the following conditions are strictly met:

  • Return is initiated within 7 days of delivery and received back to our warehouse within 14 days of delivery.
  • Items are in an unused, saleable condition, and in original packaging
  • Protective plastic film (where applicable) must not be removed or reapplied. 
  • Items must be clean and free from dust, dirt, sand, hair, residue or other debris.
  • Product packaging must be in a new, undamaged condition (no rips or tears).
  • Item must be returned in a cardboard mailing box – returns in soft satchels will not be accepted, as these can cause damage to items in transit.

 

The following items are not eligible for change of mind returns:

  • Beauty products, such as facial or body scrubbers, due to hygiene reasons.
  • Pastel Collection Items & Stainless Steel Hooks - Limited Edition.
  • Gift cards are final sale and cannot be returned or refunded.
  • Purchases made with a gift card are eligible for store credit only, if returned.

 

You can initiate a return here. Item/s mailed back without approval will not be accepted.


RETURNS COST

  • A flat $6.00 administration fee will be deducted from your refund.
  • Return shipping labels and the associated costs are the responsibility of the customer. 

 

PROCESSING TIMES - REFUNDS

Please allow our team 5 business days to process your return, after being delivered to our warehouse. This excludes weekends/public holidays. You will receive an email once your return has been processed.


UNDELIVERED PARCELS / RETURN TO SENDER

Parcels returned to Konsilee by the courier due to an incorrect or incomplete address, refusal of delivery, failure to collect, or another delivery issue outside Konsilee’s control will automatically be processed for store credit once received and inspected by our warehouse.

Store credit will be issued for the value of eligible returned items, less any applicable postage or processing costs incurred. If the original order qualified for free shipping, the applicable flat-rate shipping cost will be deducted from the store credit.

Store credit issued for a return-to-sender parcel is final and cannot be exchanged for a monetary refund. Returned parcels cannot be resent. Customers are welcome to place a new order using their issued store credit.

If you have entered an incorrect or incomplete delivery address, please contact the courier immediately with your tracking number to request a redirect.

 

FAULTY ITEMS

If you are not satisfied with your item/s or believe that they are faulty, please contact our customer care team your order details, within 7 days of delivery here. Upon confirmation of a defect, we'll either replace the product or refund its purchase price to your original payment method, as necessary. Please note that we may not consider it a defect if, in our reasonable assessment, a product's quality has deteriorated to an unacceptable level due to fair wear and tear, misuse, failure to follow manufacturer instructions, product use on an incompatible surface, abnormal usage, or lack of reasonable care. Any concerns regarding scuffs, scratches, or other cosmetic issues must be reported prior to installation or use of the product. Please keep the item until your claim has been resolved, as we’re unable to process claims for items that have been discarded. You can find our full terms of service here.

    TERMS

    Once an order has been placed and confirmed, it cannot be cancelled. If a customer wishes to cancel their order, they will need to follow the 'Change of Mind' return instructions. Konsilee is not liable for returns lost in transit, therefore, it is highly recommended that you send your parcel back via trackable mail. If items are returned and have signs of use or damage, such as the back plastic film being removed/reapplied or any damage to the products or packaging, Konsilee reserves the right to decline a refund. If this happens, it will be the customer’s responsibility to pay return shipping back to themselves, should they wish to keep the items. Konsilee does not cover the cost of returns. Where return to sender is used in place of a purchased return label, a flat $15 fee will be deducted from the refund amount to cover the return postage charged by the courier. Nothing in this policy affects your rights under the Australian Consumer Law (ACL). We encourage all customers to review their consumer rights under relevant Australian legislation.