Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
CHANGE OF MIND RETURNS
Please note we only offer an exchange for change of mind returns, we do not offer refunds.
You will be responsible for all shipping charges to facilitate a change of mind return. Any order returned due to a “change of mind” that is deemed eligible for an exchange, will be processed with an 18% admin fee applied which covers irretrievable costs incurred, less all shipping costs.
Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.
Kundalini Kisses will refund the value of the goods returned but will NOT refund the value of any shipping paid.
If you need to exchange an item you must contact us via email within 48 hours of receiving it. To do this email firstname.lastname@example.org and advise of your intent to return your item. Please include your contact details, description of the item being returned, order number and reason for return, and any clear pictures or video relevant. Please note items must be sent out to Kundalini Kisses within 5 business days of the return being lodged.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Non-returnable items excluded from all change of mind returns:
- All forms of clearance/sale stock
- Clearance items
- Factory seconds or Demo products
- Gift Cards
- Orders for commercial or non-domestic use
RETURNS AND FAULTS
If you want to return your item or have any concerns, please send us an email and include your contact details, reason for return or concern, including description, order number, and any clear pictures or video relevant to, email@example.com so that we can support you with your concerns, and assist you with instructions on how to return your item. Please note items must be sent out to Kundalini Kisses within 5 business days of the return being lodged.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging and in a re-saleable condition.
If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 48 hours of receiving your delivery.
Upon receipt of the items, they will be checked to make sure they meet the eligibility conditions above and once cleared, then we will process your refund or exchange.
Once we have received and processed your returned order, we will issue you with either a full refund/exchange/store credit (excluding shipping charges).
All refunds are processed weekly from HQ.
You will be responsible for the cost and risk of returning goods, including the cost of return shipping. If the item is not received by us, you will not be eligible for a credit or exchange. We recommend that you insure high-value items that you return and at the very least, track your item through your choice of carrier.
Our mats are heat and pressure bonded. You may experience a little wear and tear on our mats after a long period of use. This is normal and will not effect the use of the product if it is well looked after following our care instructions.
Natural rubber is biodegradable, meaning it will gradually harden in the natural environment. In the case of exposure to sun and water, the bio-degradation process will speed up. After hardening, the fabric may separate from the rubber more easily.
Please note that minor loose threads or short threads are normal and are NOT a manufacturer’s defect and do not / will not compromise the product in any way. Most loose threads can be snipped off or tucked into the weave.
If you follow our instructions regarding caring for your products, your mat will last longer.
If you have concerns, please send us an image along with your order number to firstname.lastname@example.org so that we can advise.
Kundalini Kisses will happily honour any valid warranty claims, provided a claim is submitted within 30 days of receipt of items.
Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim.
Upon return receipt of items for warranty claim, you can expect Kundalini Kisses to process your warranty claim within 7 days.
Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)
Kundalini Kisses products are warranted against manufacturer’s defect (from date of purchase) for:
- 6 months for yoga mats
- 30 days for apparel
- 30 days for accessories
Product covered by the Kundalini Kisses warranty will be replaced at Kundalini Kisses discretion.
WHAT’S NOT COVERED:
The following are NOT covered by the Kundalini Kisses warranty nor are the above covered when any of the following are prevalent:
- Deterioration as a result of misuse
- Overexposure to extreme heat or yoga mats being left in cars
- Damage caused by negligence, misuse or alteration of products
- Damage caused by wetting non-waterproof products
Unfortunately sale items cannot be refunded or exchanged if you simply change your mind, however if the item is defective or faulty then we will happily exchange or refund it for you.
Make sure to double check your billing and shipping address when placing an order.
Kundalini kisses is unable to reroute packages. We can only change the address before the order has been dispatched.
Please note that if you have provided us with an INCORRECT or UNDELIVERABLE address (as deemed by the carrier) for your order and it is returned to us, in order for us to re-ship your items to you, you must supply us with an address that our choice of carrier (usually Auspost) will deliver to.
Also, if return-to-sender fees have been uncured by the return of the order to us, then these are to be paid by you plus the cost of return shipment and the re-shipment of items back to your newly nominated address.
These return and re-shipment costs will be calculated on actual costs and be a minimum of $19.95 per parcel (note that we subsidise freight costs 90% of the time).
If Kundalini Kisses have made the mistake then we will cover ALL costs to get the package re-sent to you promptly.
ORDER CHANGES AND CANCELLATION
If you have made any error please contact Kundalini Kisses at email@example.com ASAP so we can make any changes for you. Unfortunately, if your order has already been shipped you will need to pay for a re-delivery or return delivery fee. Refused packages are subject to an 18% admin fee.
YOUR CONSUMER RIGHTS
The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you.
We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer’s instructions or failure to take reasonable care.