Refund policy

We want you to feel confident shopping with Kennasey. If something isn't quite right, eligible items can be returned in accordance with the conditions and timeframes below.

Change of Mind Returns

For eligible full-priced items:

  • Refunds: Return requests must be made within 15 days of receiving your order.

  • Exchanges or store credit: Return requests must be made within 30 days of receiving your order.

To be eligible for a change-of-mind return, items must be:

  • Unworn and unused

  • Unwashed

  • In their original condition

  • Returned with all tags attached

  • Returned in their original packaging

Proof of purchase is also required.

How to Start a Return

Before returning an item, please contact us at admin@kennasey.com.au with your order details and reason for return.

Once your return has been approved, please send it to:

Kennasey
PO BOX 3213
Red Hill, Rockhampton QLD 4701

Items returned without first requesting a return may not be accepted.

Return Shipping

Customers are responsible for the cost of returning items for change-of-mind refunds, exchanges and store credit.

We recommend using a tracked shipping service, as Kennasey cannot be responsible for return parcels that are lost in transit.

Original shipping charges are non-refundable for change-of-mind returns.

If your item is faulty, damaged or incorrect, please contact us before returning it so we can advise you on the appropriate next steps.

Exchanges

If you would like a different size or style, the fastest option is to return your original item and place a new order for your preferred item.

Placing a new order means you can secure your preferred size or style straight away rather than waiting for your return to reach us and be processed.

If you would prefer to return your original item first, once it has been received and approved we can assist with arranging an exchange, subject to stock availability.

Exchange requests must be made within 30 days of receiving your order.

Customers are responsible for the cost of returning the original item.

Store Credit

Eligible full-priced items may be returned for store credit when the return request is made within 30 days of receiving your order.

Store credit will be issued once your return has been received, inspected and approved.

Customers are responsible for return shipping costs.

Sale & Promotional Items

Items purchased on sale or as part of a promotional offer are not eligible for a change-of-mind refund to the original payment method.

Unless otherwise stated as part of a specific promotion, eligible sale and promotional items may be returned for an exchange or store credit within 30 days of receiving your order.

Items marked Final Sale cannot be returned or exchanged for change of mind.

From time to time, a promotion may have its own return conditions. Where this applies, the specific conditions stated as part of that promotion will take precedence for change-of-mind returns.

These conditions do not affect your rights under the Australian Consumer Law.

Hygiene Products

For health and hygiene reasons, we are unable to accept change-of-mind returns, exchanges or store credits on:

  • Socks

  • Hair accessories

  • Drinkware

This exclusion does not affect your rights if an item is faulty, damaged or otherwise covered by the Australian Consumer Law.

Bundle Returns

Items purchased as part of a bundle may be returned where they meet the eligibility requirements of this policy.

If part of a bundle is returned, the refund or store credit will be adjusted to reflect the bundle pricing and discount originally received. This means the amount returned may differ from the individual item's standard selling price.

Damaged, Faulty or Incorrect Items

Please inspect your order when it arrives and contact us as soon as possible if your item is faulty or damaged, or if you have received the wrong item.

Please contact us at admin@kennasey.com.au before returning the item so we can assess the issue and advise you on the appropriate next steps.

Our change-of-mind return timeframes, conditions and exclusions do not limit your rights under the Australian Consumer Law.

Where a product does not meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.

Where a product is confirmed to have a problem covered by the Australian Consumer Law, reasonable return shipping costs will be reimbursed where required.

Refunds

Once your return has been received and inspected, we will let you know whether your refund has been approved.

If approved, your refund will be processed back to your original payment method.

Please allow up to 10 business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank or payment provider.

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

Questions About Your Return

If you have any questions about a return or aren't sure whether your item is eligible, please contact us at admin@kennasey.com.au and we'll be happy to help.