Damages, claims and return policy

Buyers are required to inspect goods upon arrival and notify us via email of any defects or discrepancies relating to the order within 14 days of receipt. No action will be taken for reports beyond this stated period.

We kindly ask that you do not contact us with claims over the phone as this has proven to cause many errors in processing claims.

For faulty, damaged or missing items:
  • Please send an email to info@kailiaustralia.com with attached photos of damaged/faulty items, include the invoice number of the order in the email as well as stating the problem.
  • You can also download and print out this damages claim form to fill and fax to us but there must also be an accompanying email with photos attached.
  • Claims submitted without accompanying photos will not be accepted unless a reasonable explanation is provided.
  • We will gladly replace or credit breakages or missing items on agreement.
  • Our preferred method is to issue a credit note to the customer once claims are approved. This credit will be applied onto the customer's next invoice. If the customer does not want to order anything in the future then we will issue a refund.
  • Please note - refunds may take up to fourteen (14) business days to process. Refunds are issued faster for invoices that are paid by credit card or direct deposit.
  • We reserve all rights to make decisions on refunds for customers with excessive claim/refund history.
  • You may be required to return damaged / defective items. This is necessary in quality control and to evaluate packaging. These should be in their original packaging and received condition without any labels and stickers. Stock must be packed to ensure that it will not be broken in transit. A 10% fee will be applied if not returned in original packaging.
  • Returns will not be accepted without authorisation. A 10% restocking fee will be charged for all returns or refusals.
  • We do not accept claims for items damaged whilst in your store.
  • A restocking fee of 10% & return freight will be charged for items which are returned with no visible damage or fault.
  • We will not accept claims for change of mind or incorrectly ordered items or if the product simply did not meet expectations. You may still return these items at YOUR OWN COST & a 10% restocking fee will be charged to place those items back into stock.
Please follow the steps stated above, as they will ensure swift and proper processing of your claims.
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