Refund policy
At Kimi & Umi, we want you to be happy with your order. This policy explains returns, refunds, exchanges and subscriptions. It does not limit your rights under the Australian Consumer Law or other consumer laws that apply where you live.
1. Eligibility
We accept return or refund requests for most physical products within 90 days of delivery.
Change of mind
- Email us first so we can send a free return label. You do not pay return postage.
- Item unused, with tags where applicable, in original packaging.
- Proof of purchase (order number or receipt).
Not eligible for change of mind
- Opened or unsealed supplements
- Opened personal-care or beauty products
- Perishable goods
- Custom or personalised items
- Hazardous or flammable goods
- Gift cards
- Final-sale or clearance items, where marked
Sealed, unopened, in-date supplements in original packaging can be returned in the 90-day window.
Damaged, faulty or wrong items
These are not change-of-mind returns. Sale, opened or “final sale” status does not remove your rights if the goods are defective, damaged, expired on arrival, or not as described. Those returns are also free. After 90 days you may still have a remedy under consumer law if the product is faulty.
2. How to request a return
Email info@kimiandumi.com with your order number. We will send return instructions and a label. Do not send items back without that — unauthorised returns may not be refunded.
3. Refunds
After we receive and inspect the item, we will email you.
If approved, the refund goes to your original payment method. Banks can take 5–10 business days to show it.
Prices include GST/VAT where we must charge it. Approved refunds include that tax.
- Change of mind: product price plus original shipping you paid.
- Defective, damaged or sent in error: product price plus original shipping.
4. Exchanges
We replace items that are defective, damaged on arrival, or incorrect. Email info@kimiandumi.com with a short description and photos. For a different product, return the original and place a new order when the return is accepted.
5. Subscriptions
Cancel any time before the next billing date so you are not charged for the next shipment.
Option 1 — Manage Your Subscription
Use the link in your confirmation email or on the website. Enter the email you ordered with and follow the prompts.
Option 2 — Email us
info@kimiandumi.com with full name, shipping address, order number and the email used to order.
You will get a confirmation when it is cancelled.
6. Late or missing refunds
Check your bank first, then your card provider. If more than 10 business days have passed since we approved the refund, email us.
7. International orders
Returns are still free on our label. Duties, customs fees or brokerage your country charged on the way in are usually not refundable by us. If a parcel comes back because of a refused delivery or an address error, tell us — we will not treat that the same as a change-of-mind return if the error was ours.
8. Disputes
Contact us before filing a chargeback so we can fix it. We work with Stripe, PayPal, Shopify Payments and similar providers.
9. Your legal rights
- Australia — ACL guarantees cannot be excluded. Major failure: you may choose refund or replacement. Minor failure: we may repair, replace or refund in a reasonable time.
- UK — faulty-goods rights under the Consumer Rights Act 2015 (including the usual 30-day short-term reject). Eligible distance sales may also have a 14-day cancellation right.
- New Zealand — Consumer Guarantees Act.
- USA, Canada and elsewhere — local implied-warranty and cancellation rules still apply.
10. Updates
We may update this page. The date at the top is the current version.
Contact
info@kimiandumi.com
By ordering, you agree to this policy as well as the rights the law already gives you.