Returns Policy
Returns & Refunds Policy
Faulty, Damaged or Defective Products
In the unlikely event that your item arrives faulty, damaged during transit, or has a manufacturing defect, please contact Kiddo Karnage within 14 days of receiving your order.
To assist us in assessing your claim, please provide:
- Your order number;
- A description of the issue;
- Photographs of the product and packaging; and
- Any other information reasonably requested by us.
Where a fault, damage or manufacturing defect is confirmed, Kiddo Karnage will, at our discretion:
- Repair the product;
- Replace the product;
- Replace the affected component(s); or
- Provide a full or partial refund.
In some cases, we may request that the item be returned for assessment. If a return is required, Kiddo Karnage will provide instructions and, where applicable, a return shipping label.
Products must be returned within 14 days of return authorisation unless otherwise agreed in writing.
Where a claim is determined not to be a manufacturing fault, transit damage or product defect, the customer may be responsible for any return shipping costs incurred.
Damage or faults resulting from:
- Incorrect assembly;
- Normal wear and tear;
- Accidental damage;
- Misuse;
- Improper storage; or
- Failure to follow product instructions
are not covered under this policy.
Change of Mind Returns
We understand that sometimes a purchase may not be suitable.
Change of mind returns may be accepted within 14 days of delivery, subject to the following conditions:
- The product must be unused, unassembled and in original condition;
- All original packaging, accessories and components must be included;
- The product must be suitable for resale as new;
- Clearance, sale, custom or discontinued items cannot be returned.
For change of mind returns:
- Return shipping costs are the responsibility of the customer;
- Original shipping charges are non-refundable;
- Any customs duties, taxes, brokerage fees or shipping charges paid by Kiddo Karnage are non-refundable;
- The customer is responsible for ensuring the item is adequately packaged and insured during transit.
Due to the size and weight of our products, international return shipping costs may be significant and should be considered before purchase.
International Orders
For international orders shipped outside Australia, Kiddo Karnage ships using Delivered Duty Paid (DDP) services where available.
If a customer refuses delivery, fails to collect a parcel, provides an incorrect shipping address, or requests a return after dispatch, any return freight, customs, duties, storage fees or re-delivery charges incurred may be deducted from the refund amount.
Due to the bulky nature of our products, customers are encouraged to carefully review product dimensions and specifications prior to purchase, as international return shipping costs can exceed the original shipping charges.
Incorrect Product Received
In the unlikely event that you receive an incorrect item, please contact us within 14 days of delivery.
Once the incorrect product has been returned in its original packaging and condition, we will arrange shipment of the correct product at no additional cost to you.
Return Authorisation
All returns and exchanges must be approved prior to being sent back.
To request a return, please email:
Please include:
- Your order number;
- Full name;
- Contact details; and
- Reason for the return request.
Returns sent without prior approval may not be accepted.
Condition of Returned Products
Returned products must be received in their original condition and packaging.
Kiddo Karnage reserves the right to:
- Refuse a return that does not meet the conditions outlined above;
- Deduct an amount from any refund to reflect loss in value resulting from use, damage, missing packaging or missing components; or
- Return the product to the customer at the customer’s expense.
Refund Processing
Approved refunds will be processed within 5-7 business days after the returned product has been received and inspected.
Depending on your payment provider, it may take additional time for the refund to appear in your account.