Refund policy

We have a 14-day return policy. We do not offer refunds for change of mind; we only refund faulty items. You have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@kikiva.com.au. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Products are assessed on a case-by-case basis to determine whether an issue constitutes product damage or a defect. Damage includes significant physical issues such as breakage, cracks, chips, dents, missing components or prominent scratches or marks that materially affect the product’s appearance, finish or integrity.

Minor cosmetic imperfections, including very light surface marks, rub marks, minor variations in finish or other superficial imperfections that are only visible under particular lighting or viewing angles and do not materially affect the overall appearance or condition of the product, may not be considered product damage or a defect and may not warrant a replacement.

All assessments are made having regard to the nature and quality of the product and the circumstances in which it was supplied, and are subject to the consumer guarantees and other applicable rights under the Australian Consumer Law.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember should the refund request be approved, it can take some time for your bank or credit card company to process and post the refund.