Returns and consumer guarantees

Kipnook · ABN 50 716 795 024 · Perth, Western Australia · hello@kipnook.com.au

Clear product information before purchase. A clear path to help afterwards.

Your Australian Consumer Law rights

Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law, including acceptable quality, matching their description and fitness for a disclosed purpose. Nothing in this policy limits those rights.

When a product has a problem

Contact Kipnook at hello@kipnook.com.au with your order number and a description of the issue. Photos can help where practical. We may assess the product; original packaging is not required for a faulty-goods claim. If an item arrives damaged or is not what you ordered, please tell us as soon as you can.

The appropriate remedy

For a major failure, you can choose a refund or replacement, or keep the item and seek compensation for reduced value. For a minor problem, we will arrange a free remedy within a reasonable time. Further remedies can apply if it is not resolved. Compensation may also be available for reasonably foreseeable loss.

Getting the item back

When a fault is confirmed, reasonable return-postage costs are reimbursed. We arrange collection of faulty goods that are too bulky or difficult to return. Valid consumer-guarantee claims do not attract a restocking or cleaning fee. Contact us before sending anything back for the correct return address.

Beyond a written warranty

A manufacturer’s warranty is additional to your consumer guarantees. Those rights do not automatically end when a warranty expires. We will not require you to resolve a valid claim solely with the manufacturer: Kipnook remains your point of contact.

Changing your mind

Separately from your consumer guarantee rights, you can return an item you no longer want for a refund or exchange, on these conditions:

• Time limit: email hello@kipnook.com.au within 14 days of delivery to start the return.
• Condition: the item must be unused, clean, free of pet hair and odour, not chewed or worn by an animal, with any tags attached and in its original packaging.
• Vacuum-sealed beds: beds that are delivered vacuum-sealed can only be returned for a change of mind while the seal is unopened. Once a bed has expanded it cannot be repacked. If you are unsure about the size, please contact us before opening.
• Return address: our products are sent from the warehouses of the brands we sell, so items go back to that warehouse. We will email you the correct address. Please don't send items back without contacting us first.
• Costs: return postage for a change-of-mind return is paid by you, and the original delivery charge is not refunded. We do not charge restocking fees.

Cancelling an order

You can cancel free of charge before your order is dispatched by emailing hello@kipnook.com.au with your order number. Once an order has been dispatched, the sections above apply.

Refund timing

Approved refunds are made to your original payment method within 10 business days of the returned item reaching the warehouse and being checked, or straight away where no return is needed. Your bank may take a few more days to show the refund.

Further information

Read the ACCC guidance on repair, replacement and refunds and warranties.