Returns

Online Return Policy

Effective Date: 30/11/2023

Our Online Returns and Refunds Policy forms part of, and must be read in conjunction with, our Website Terms and Conditions. Kloke is happy to help you to offer you an exchange, credit note or refund if the item you have purchased is not suitable within 14 days of purchase, except for sale goods and gift cards. Goods must be unused original condition with all original tags still attached. Sale goods are those which have had the original price discounted or sold as part of a discounted promotion. Any order placed on a sale product is final. We are unable to offer a refund on discounted goods unless there is a manufacturing fault found or the item is damaged. Please note that we do not refund postage fees for change of mind returns.

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise, then these need to be reported to us immediately so that we can investigate. Our Returns and Refunds Policy does not affect your statutory rights.

In store return policy

Purchases made in one of our physical stores fall under a different return policy. In store full price purchases are eligible for an exchange or store credit within 7 days of purchase and must be accompanied with your store receipt. Sale items along with items that have had a discount applied are deemed final and not eligible for an exchange or refund. Items purchased using a store credit note are not eligible for an exchange or return unless deemed damaged or faulty. Refunds will only be given for in store purchases on items deemed damaged or faulty. 

Returns will be accepted for the following reasons:

Damaged or faulty products:  We take care to pack your products carefully so that they won't get damaged in transit. If, for whatever reason, they arrive damaged or faulty.

• Incorrect orders or items received.
• Items damaged during shipping.

Exclusions and non-returnable items

The following items are non-returnable:

• All sales items or discounted items are final unless an item is proven to be damaged or faulty.

Timeframes for initiating a return

We ask that you let us know within 14 days of receiving your order that you wish to initiate a return by emailing help@kloke.com.au

When contacting us please let us know whether you would like us to either:

• exchange the item and what item/size you would like to exchange, we can let you know if this is in stock and put it aside for you or
• provide you with a refund for an online purchase or an item deemed damage or faulty
• provide you with a credit note

Please see details below on how to organise a return.

How to return products

To return an incorrect, faulty or damaged product, please follow the simple steps below:

1. To let us know the issue and that you would like to arrange a product return. Contact us via help@kloke.com.au
2. Pack and seal the item/s in their original shipping package and post them back to us.
3. We will organise a refund or replacement depending on the option you have selected. Please allow for up to 14 business days to process a refund. Note that replacement delivery timeframes are subject to stock availability.

How to return change of mind products

To return a change of mind product, please follow the simple steps below:

1. Let us know you would like to arrange a product return. Contact us via help@kloke.com.au
2. Pack and seal the item/s in their original shipping package and post them back to us.
3. Provided that we receive the products in their unused and unopened condition we will arrange for either a credit note, exchange or refund. Please allow for up to 14 business days to process a refund. Note that replacement delivery timeframes are subject to stock availability. Please keep all references regarding your return.

All returns should be shipped to Kloke, 270 Brunswick St, Fitzroy 3065 ph +61 449 672 714

We recommend that you return the product via Registered post. Kloke will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.

Restocking fees or return shipping costs

Restocking fees or return shipping costs may apply in certain cases. Customers will be notified of any applicable fees or costs during the return process.

Will you refund my postage costs to return an item?

We are more than happy to refund postage costs to return an item where the return is required due to our error, for example:

• If the item is damaged or faulty; or
• If we sent you the wrong item.

Dispute resolution

Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.

Policy updates

We reserve the right to update or modify this Returns and Refund Policy at any time.  Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.