Refund policy
Last updated: 24 August 2026
At Kivelle, we want our returns policy to be clear and straightforward.
Change of mind
Kivelle does not accept returns, exchanges or refunds for change of mind.
This includes situations where you:
- decide you no longer want the product;
- order the wrong quantity;
- find the product cheaper elsewhere;
- do not like the flavour or texture;
- decide you no longer have a use for the product; or
- do not achieve a particular personal, fitness or appearance-related result.
Because our products are consumable goods, we also do not accept opened or used products for change-of-mind returns.
This change-of-mind policy applies to full-price, sale and promotional purchases.
Faulty, damaged, unsafe or incorrect products
Nothing in this policy limits any rights you may have under the Australian Consumer Law.
If your product is faulty, damaged, unsafe, materially different from what was ordered or otherwise does not meet the consumer guarantees under Australian law, you may be entitled to a remedy such as a replacement or refund.
For a major problem, Australian Consumer Law may allow you to choose between a replacement and a refund. Other problems will be handled using the remedy required by applicable consumer law.
Reporting a problem
If you believe there is a problem with your order, contact us by email at:
Please include, where available:
- your full name;
- order number;
- a description of the issue;
- clear photos or video showing the issue;
- photos of the product and packaging; and
- the batch, lot or expiry information printed on the product where relevant.
Please contact us as soon as reasonably possible after discovering the problem so we can investigate it efficiently. This request does not reduce any rights you may have under Australian Consumer Law.
We may ask for reasonable proof of purchase and may need to assess the product before providing a remedy. Australian businesses are permitted to assess goods before determining the appropriate remedy.
Do not return products without approval
Please do not send a product back without first contacting us.
If a return is required, Kivelle will provide the appropriate return instructions by email.
Sending an item to an address without receiving written return instructions from us may delay the assessment of your claim.
Return postage for faulty products
Where a product is confirmed to have a problem covered by the Australian Consumer Law, we will handle reasonable return costs as required by law.
For products that can easily be posted, you may initially be asked to return the item. If the product is confirmed to be faulty, reasonable return postage costs you have incurred must be reimbursed. Please keep your postage receipt.
Damaged deliveries
If your order arrives visibly damaged, please photograph:
- the shipping package;
- shipping label;
- damaged product; and
- any damage to the product packaging.
Email these details to kivelle.au@gmail.com as soon as reasonably possible.
We will review the issue and provide the remedy required under applicable law.
Incorrect products
If we send you an item different from what you ordered, contact kivelle.au@gmail.com with your order number and photos of the item received.
We will arrange the appropriate remedy at no additional cost where the error is ours.
Taste, preference and expected results
Individual taste, preference, experience and results can vary.
A dislike of the flavour, texture or gummy format does not by itself mean that a product is faulty.
Likewise, not experiencing a particular fitness, strength, appearance or other personal result does not by itself make the product defective.
This does not affect any rights available where the product genuinely fails to meet a consumer guarantee.
Opened or used products
We do not accept opened or used products simply because you changed your mind.
However, a product being opened or used does not automatically remove your Australian Consumer Law rights if there is a genuine fault, safety issue or other failure to meet the consumer guarantees. The ACCC specifically warns businesses against blanket policies refusing remedies simply because an item has been opened or used.
Approved refunds
Where a refund is approved, it will normally be issued to the original payment method used for the order.
After Kivelle processes the refund, your bank, card provider or payment provider may require additional time to display the funds in your account.
Shipping charges
Shipping charges are not refundable for ordinary change-of-mind situations because Kivelle does not offer change-of-mind returns.
Where Australian Consumer Law requires reimbursement of delivery or return costs because of a product failure, those rights will be honoured.
Contact
For all return, refund and product issue enquiries:
Email: kivelle.au@gmail.com
Kivelle currently handles customer support by email.
Australian Consumer Law
This policy is intended to operate alongside, and not exclude, restrict or modify, any rights or remedies that cannot legally be excluded under the Australian Consumer Law.