RETURNS AND EXCHANGES
Refunds are not available for a made-to-order gown or product due to a change of mind.
Gowns and Products that are ready to ship (not made-to-order), including Limited Edition Collection gowns, may be eligible for a refund, providing it meets our returns policy.
IS YOUR PRODUCT ELIGIBLE FOR A REFUND, EXCHANGE OR STORE CREDIT?
Ready to ship gowns and products (excluding made-to-order gowns, customised products and other exclusions) that are in perfect condition are eligible for a refund, store credit or exchange. Refunds are processed back to the account or card the order was originally placed with.
In a case where the product is faulty, Australian Consumer Law applies.
ARRANGING A REFUND, EXCHANGE FOR STORE CREDIT
Customers must at their cost return their product to KYHA Studios within 5 days of receiving the product using KYHA Studios preferred carrier.
Carefully fill out the return slip included in your initial parcel with your personal details, reason for returning the product and preference of a refund or exchange. Ensure this slip is included in your return parcel with your product.
The return address is: KYHA Studios Pty Ltd, ATT Returns: PO Box 3085, South Melbourne, Victoria 3205.
Please note that the product purchased remains the customers responsibility until received by KYHA Studios and as such is returned at the customers risk.
Ready to ship gowns (not made-to-order), including Limited Edition Collection, must be returned at the customers expense within 5 days using KYHA Studios preferred carrier and service. The gown must be in a perfect, resellable condition to be eligible for refund, exchange or store credit.
Upon receipt of the gown and within a reasonable timeframe, KYHA Studios will undertake a quality check to confirm whether the gown or product is in perfect resellable condition. If it is KYHA Studios will provide the customer with a refund, store credit or exchange. The customer must use the store credit within 2 years.
Please note that the gown purchased remains the customers responsibility until received by KYHA Studios and as such is returned at the customers risk.
Contact firstname.lastname@example.org to arrange the return of your gown.
All made-to-order gowns, including split-size gowns, are eligible for exchange or store credit only.
All sale items are final sale and ineligible for return or exchange (unless faulty in which case the Australian Consumer Law applies, see below).
For hygienic purposes all undergarments (including shapewear and underwear) and earrings are ineligible for return or exchange (unless faulty in which case the Australian Consumer Law applies, see below).
As our customised products are personalised for our customers, all customised products are ineligible for exchange or return (unless faulty in which case the Australian Consumer Law applies, see below).
Australian Consumer Law
If there is a minor defect with the product that is capable of remedy, we will remedy that defect within a reasonable time and cover the cost of shipping of the product in order to do so. We may remedy the defect (at our option) by:
- Fixing or repairing the product
- Replacing the product with an identical product; or
- Refunding the order price.
If there is a major defect with the product, we will deal with it in accordance with the Australian Consumer Law contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth) including by providing the customer with a refund or replacing the product, at the customers election, provided the customer returns the product to us, at our cost.