Refund policy

CHANGE OF MIND RETURNS

If you’ve changed your mind, you may return full price item(s) for a refund or store credit, provided the following conditions are met:

  • Return is initiated within 7 days of delivery and received back to our warehouse within 14 days of delivery.
  • Items are in an unused, saleable condition, and in original packaging
  • Protective plastic film (where applicable) must not be removed or reapplied. 
  • Product packaging must be in a new, undamaged condition (no rips or tears).
  • Item must be returned in a cardboard mailing box – returns in soft satchels will not be accepted, as these can cause damage to items in transit.

 

The following items are not eligible for change of mind returns:

  • Beauty products, such as facial or body scrubbers, due to hygiene reasons.
  • Bundles and/or sale/discounted items
  • Pastel Collection Items & Stainless Steel Hooks - Limited Edition.
  • Gift cards are final sale and cannot be returned or refunded.
  • Purchases made with a gift card are eligible for store credit only, if returned.

To initiate a return, please contact our team via the Contact Page for approval before sending your item(s) back. Item/s mailed back without approval will not be accepted.


RETURNS COST

  • A flat $6.00 administration fee will be deducted from your refund.
  • Return shipping costs are the responsibility of the customer

PROCESSING TIMES - REFUNDS

Please allow our team 5 business days to process your return, after being delivered to our warehouse. This excludes weekends/public holidays. You will receive an email once your return has been processed.


RETURNS DUE TO NON-DELIVERY/RETURN TO SENDER

In situations where your order has been returned to us by the courier due to non-delivery, your order will be processed and refunded in line with our change of mind return policy (as outlined above). You will also be responsible for the following return postage fees charged by the courier to send the parcel back to our warehouse. These fees are unfortunately outside of our control and cannot be waived, and will be deducted from your refund total.

  • Standard Post - Return To Sender — $13.50
  • Express Post - Return To Sender — $19.50

When parcels are Returned to Sender, we are unable to repost the same parcel, however, you are more than welcome to place a new order through our website. If you have made a mistake when entering your mailing address, we advise you to contact the courier immediately with your tracking number to request a redirect.

FAULTY ITEMS

If you are not satisfied with your item/s or believe that they are faulty, please contact our customer care team your order details, within 14 days of delivery here. Upon confirmation of a defect, we'll either replace the product or refund its purchase price to your original payment method, as necessary. Please note that we may not consider it a defect if, in our reasonable assessment, a product's quality has deteriorated to an unacceptable level due to fair wear and tear, misuse, failure to follow manufacturer instructions, product use  on an incompatible surface, abnormal usage, or lack of reasonable care. Any concerns regarding scuffs, scratches, or other cosmetic issues must be reported prior to installation or use of the product. Please keep the item until your claim has been resolved, as we’re unable to process claims for items that have been discarded. You can find our full terms of service here.

 

TERMS

We do not cover the cost of returns. Once an order has been placed and confirmed, it cannot be cancelled. If a customer wishes to cancel their order, they will need to follow the 'Change of Mind' return instructions. Konsilee is not liable for returns lost in transit, therefore, it is highly recommended that you send your parcel back via trackable mail. If items are returned and have signs of use or damage, such as the back plastic film being removed/reapplied or any damage to the products or packaging, Konsilee reserves the right to decline a refund. If this happens, it will be the customer’s responsibility to pay return shipping back to themselves, should they wish to keep the items. Nothing in this policy affects your rights under the Australian Consumer Law (ACL). We encourage all customers to review their consumer rights under relevant Australian legislation.