Refund policy

We have a 30-day return policy for eligible items, which means you have 30 days after receiving your item to request a return.

To be eligible for a change-of-mind return, your item must be unused, in the same condition that you received it, with all accessories, manuals, original packaging, and proof of purchase.

For hygiene and safety reasons, certain personal-care products may not be eligible for return if they have been opened, used, or are not in their original condition, unless required by law.

To start a return, please contact us at info@kinafamilies.com.au. Please do not send items back to us without first contacting us and receiving return instructions.

If your return is accepted, we will provide instructions on how and where to send your package. Items sent back without first requesting a return may not be accepted.

You can always contact us for any return questions at info@kinafamilies.com.au.

Damages and Issues

Please inspect your order when it arrives and contact us promptly if the item is defective, damaged, or if you receive the wrong item. We will review the issue and work with you to make it right.

Non-Returnable Items

For hygiene and safety reasons, opened or used personal-care products may not be eligible for change-of-mind return, unless required by law.

Please contact us if you have questions about your specific item.

Exchanges

The fastest way to ensure you receive the item you want is to return the original item, and once the return is accepted, place a separate order for the new item.

Refunds

We will notify you once we have received and inspected your return, and confirm whether the refund has been approved.

If approved, the refund will be processed to your original payment method within 10 business days. Please note that your bank or payment provider may take additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@kinafamilies.com.au.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our products come with guarantees that cannot be excluded under Australian Consumer Law. If a product has a major problem, you may be entitled to a replacement, repair, refund, or other remedy. If the problem is minor, we may provide a repair or other appropriate remedy in accordance with Australian Consumer Law