Return Policy

We want you to be as in love with your new outfit as we are. So, if something isn’t quite right, we’re happy to offer a refund or exchange within 14 days in accordance with our Returns Policy:

  • KAYRA returns may be eligible for a full refund or exchange
  • Refunds for change of mind are not available on sale and promotional items
  • If you change your mind, sale or promotional items can be returned for a KAYRA Credit
  • If an item is deemed faulty, KAYRA will offer to repair, replace or refund the value of item
  • All Return or Exchange Items must be in the original condition with tags attached and meet the criteria of our 'Return Conditions'
  • Exceptions: We do not accept returns on jewellery and accessories for hygiene reasons

KAYRA reserves the right to reject returns beyond the return period limit, or items which are not in the same condition in which they were received.

 

NEED TO RETURN AN ONLINE ORDER?

  • Online orders can be returned for a paid return to our online warehouse. Our warehouse is Shop 1&2 41 Constance street, Guildford, NSW 2161, Sydney, Australia

 

Via Mail: Australia Post 

  • Return through your local Australia Post post office in over 4,400 locations
  • You can get your label and book your return through our easy online portal
  • You will need to pay for your return at your local Australia Post outlet
  • Open Mon - Sat, early until late

 

RETURN CONDITIONS

All returns are subject to the following conditions (‘Return Conditions’), except in the case of faulty items which may be returned in accordance with the Faulty item section below.

  • The return must be made within 14 days of receipt:
    • We will use the tracked delivery date for online purchases as your receipt date
    • original purchase date for in store purchases as per printed receipt
  • You have valid proof of purchase;
  • The items are unworn and in a saleable condition;
  • The items have not been altered, washed, dry cleaned or damaged while with you; and
  • The swing tag and any other applicable packaging is still attached.

KAYRA reserves the right to reject returns beyond the return period limit, or items which are not in the same condition in which they were received.

  • You will be able to exchange the item for another garment, size or colour
  • You will be able to return your item for a refund or KAYRA credit in accordance with our Returns Policy

REFUND CONDITIONS:

BOOK AN ONLINE RETURN

SALE/PROMOTIONAL RETURNS:

  • Sale or promotional items can only be returned for a KAYRA Credit
  • All Sale Return Items must be in the original condition and meet the criteria of our Return Conditions
  • It is considered a “Sale” Item when:
    • marked at a discounted price
    • purchased during a temporary promotion period (ie VIP Days, One Day sales, discount offers etc); or
    • purchased using a coupon or a promotional code

ONLINE EXCHANGES:

  • Exchanges are final can only be made once. There are no refunds, exchanges or credits on an exchanged item.
  • All exchange items must be in the original condition and meet the criteria of our Return Conditions

If you would like to exchange an item online…

  • State the name size and colour of the new item on your return form
  • Include a self-addressed pre-paid satchel with your return or accept that you will be charged $10 for delivery in Australia.
  • If you are required to pay an additional amount for an exchange, your nominated debit/credit card, or PayPal account will be charged before the new item is sent.  
  • You give KAYRA the right to debit your debit/credit card or PayPal account for any outstanding payments resulting from the exchange before sending your order out.
  • Please allow up to 5-7 business days to process an exchange
  • We cannot hold stock, or guarantee that the item will still be in stock during this time.

To avoid disappointment and delay, we recommend that you place a new order for the item you require.  And process your original return as normal. That way you are guaranteed the stock and delivery time.

Your refund or credit will only be processed when we receive the original item back in accordance with our Return Conditions.

ONLINE RETURN TIMES:

  • Please allow up to 2-3 business days for returns to be processed once received at our Online Warehouse (as per your tracking number)
  • You will be notified via email once your return has been successfully processed or rejected
  • Please allow up to 5 Business Days for the funds to appear in your account once processed

 

Faulty or damaged items

In accordance with your rights under the Australian Consumer Law, being Schedule 2 to the Competition and Consumer Act 2010 (Cth) (ACL): 

 (a)  if an item has a major or serious problem, you are entitled to choose a refund, or exchange, or ask for compensation for any drop in the value of the item, provided you present proof of purchase. An item has a major problem when: 

 (i)  a reasonable consumer would not have bought the goods if they had known about the problem; 

 (ii)  the goods are significantly different from the description, sample or demonstration model shown; 

 (iii)  the item is substantially unfit for their normal purpose and cannot easily be made fit within a reasonable time; or 

 (iv)  the item is unsafe; and 

 (b)  if an item has a minor problem, please contact the KAYRA Concierge so we can assist to refund or replace the item, or repair the item within a reasonable time. If the item is not repaired in a reasonable time you can choose a refund or replacement. Please keep your proof of purchase. 

Refunds for faulty or damaged items will be processed via the same payment method as the original payment. Where the original payment method is no longer available, we may issue a Credit Voucher, exchange, or refund via alternative method (where possible). 

CONSUMER GUARANTEES

All of our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Policy is not intended to replace, limit or exclude any rights available to you under the Australian Consumer Law.

This Policy is to be read in conjunction with our Terms + Conditions and applies to all purchases made in-store and online through our website.

UPDATED: APRIL 2019