Returns & Refund Policy

Last updated: 26 August 2026

At Kivelle, we aim to make our returns and refund policy clear, fair and straightforward. This policy applies to products purchased directly from Kivelle unless a product-specific term states otherwise.

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 or need the product;
• order the wrong product, variant, size, colour or quantity;
• change your mind after placing the order;
• find the product cheaper elsewhere;
• decide the product is not suitable for your personal preferences;
• dislike a product's taste, scent, texture, appearance, feel or other subjective characteristic;
• no longer have a use for the product; or
• do not achieve a particular personal or expected result.

This change-of-mind policy applies to full-price, sale, bundle, promotional and discounted purchases.

Where a product is consumable, personal-use, health-related, hygiene-sensitive, sealed for safety purposes or otherwise unsuitable for resale once opened, we will not accept an opened or used product for a change-of-mind return.

Nothing in this section limits any rights you may have under the Australian Consumer Law.

Faulty, damaged, unsafe or incorrect products

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

If a product is:

• faulty or defective;
• damaged;
• unsafe;
• materially different from its description;
• different from what you ordered;
• missing essential components;
• not of acceptable quality; or
• otherwise fails to meet an applicable consumer guarantee,

you may be entitled to a remedy under Australian law.

For a major failure, you may be entitled to choose between a replacement and a refund where Australian Consumer Law provides that right.

For other failures, Kivelle may provide the remedy required under applicable consumer law, which may include repair, replacement, refund or another appropriate solution depending on the circumstances and the type of product.

Reporting a problem

If you believe there is a problem with your order, please contact:

Email: kivelle.au@gmail.com

Please provide, where available:

• your full name;
• order number;
• the product concerned;
• a clear description of the issue;
• clear photos or video showing the problem;
• photographs of the product and its packaging;
• photographs of the shipping packaging where delivery damage is involved;
• serial number, model number, batch number, lot number or expiry information where relevant; and
• any other information reasonably required to assess the issue.

Please contact us as soon as reasonably possible after discovering a problem so we can investigate efficiently.

This request does not reduce or limit any rights you may have under Australian Consumer Law.

Assessment of products

We may request reasonable proof of purchase and information necessary to assess a claim.

Depending on the issue and product type, we may ask you to:

• provide additional photographs or video;
• complete reasonable troubleshooting steps;
• provide identifying information from the product or packaging; or
• return the product for assessment.

Any assessment process will be conducted subject to your rights under applicable Australian consumer law.

Do not return products without instructions

Please do not send a product back to Kivelle without first contacting us.

If a physical return is required, we will provide return instructions by email.

Sending a product to an address without receiving return instructions from us may delay the processing or assessment of your claim.

Return postage for faulty products

Where a product is confirmed to have a failure covered by Australian Consumer Law, reasonable return, collection or transportation costs will be handled as required by law.

For products that can reasonably be returned by post, you may be asked to return the product for assessment.

Where you are entitled to reimbursement of reasonable return postage costs, please retain your postage receipt or other proof of payment.

For products that are difficult, expensive or impractical to return, we will handle the matter in accordance with applicable consumer law.

Damaged deliveries

If your order arrives damaged, please photograph where possible:

• the external shipping package;
• the shipping label;
• the product;
• the product packaging; and
• the specific damage.

Send this information, together with your order number, to:

kivelle.au@gmail.com

Please contact us as soon as reasonably possible after delivery.

We will review the issue and provide any remedy required under applicable law.

Incorrect or missing products

If you receive a product different from what you ordered, receive the wrong variant or quantity, or believe part of your order is missing, contact:

kivelle.au@gmail.com

Please include your order number and photographs of the products and packaging received where available.

Where the error is ours, we will arrange the appropriate remedy at no additional cost to you as required.

Personal preference and expected results

Products may perform, feel, look or be experienced differently depending on the individual, environment, intended use and other circumstances.

A personal preference regarding matters such as:

• colour;
• size;
• appearance;
• flavour;
• scent;
• texture;
• feel;
• convenience;
• perceived effectiveness; or
• general preference

does not by itself mean a product is faulty.

Likewise, failure to experience a particular personal, lifestyle, cosmetic, fitness, wellness or other subjective result does not by itself mean that a product is defective.

This does not affect your rights where a product genuinely fails to meet an applicable consumer guarantee.

Opened or used products

Kivelle does not accept opened or used products simply because a customer changes their mind.

This is particularly important for products involving:

• food or consumables;
• personal care;
• cosmetics;
• hygiene;
• health or wellness;
• products supplied in sealed packaging;
• products that contact the body; or
• products that cannot reasonably be resold once opened or used.

However, opening, testing or using a product does not automatically remove your rights under Australian Consumer Law where the product is genuinely faulty, unsafe, defective or otherwise fails to meet a consumer guarantee.

Sale, promotional and bundle purchases

Our no-change-of-mind policy also applies to:

• sale products;
• promotional products;
• discounted products;
• bundle offers;
• multi-buy offers;
• discount-code purchases; and
• limited-time promotions.

Being purchased at a discounted price does not remove any consumer rights that cannot legally be excluded.

If a refund or replacement relates to part of a bundle or multi-item offer, the remedy will be determined having regard to the affected product, the terms of the promotion and any rights available under Australian Consumer Law.

Approved refunds

Where a refund is approved, it will normally be returned to the original payment method used for the purchase.

Once Kivelle has processed a refund, your bank, card issuer, Buy Now Pay Later provider or other payment provider may require additional processing time before the funds appear in your account.

Kivelle does not control processing times imposed by third-party payment providers.

Original shipping charges

Original 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 Kivelle to reimburse reasonable delivery, transportation or return costs because of a product failure, those rights will be honoured.

Refused deliveries and uncollected parcels

A parcel being refused, left uncollected, not collected from a carrier or returned to sender does not automatically create an entitlement to a refund.

Where a parcel is returned to us, we will assess the circumstances, including any applicable carrier costs and your rights under Australian Consumer Law, before determining the appropriate next step.

This section does not apply where the return occurred because of an error by Kivelle or another circumstance for which you are legally entitled to a remedy.

Order cancellations

Orders may begin processing shortly after they are placed.

We cannot guarantee that an order can be cancelled or changed after submission.

If you need to request a change or cancellation, contact kivelle.au@gmail.com as soon as possible.

If an order has already been processed, dispatched or otherwise cannot reasonably be changed, our normal returns policy will apply.

Nothing in this section limits any rights available under applicable law.

Product-specific requirements

Some products may require additional handling, safety, hygiene, warranty or return procedures because of their nature.

Where relevant, these requirements may be communicated on the product page, packaging or in instructions supplied with the product.

Product-specific requirements do not exclude or reduce any rights or remedies that cannot legally be excluded under Australian Consumer Law.

Contact

For all return, refund, damaged-order, incorrect-order and product issue enquiries:

Email: kivelle.au@gmail.com

Kivelle currently provides customer support by email.

Please include your order number whenever possible so we can assist you efficiently.

Australian Consumer Law

This policy is intended to operate alongside the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.

Where any part of this policy conflicts with a mandatory right available under Australian law, the applicable law will prevail.