Refund policy

Returns

To be eligible for a return, you must meet one of the following scenarios as described below. Note: we do not provide returns and or refunds for change of mind unless otherwise excluded under Consumer Law.

To initiate a return, you may contact us at sales@kimprod.com.au. Please note that returns will need to be sent to the following address: 5 Abbotts Road Dandenong South Victoria Australia 3175.

If your return is accepted, we will 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. You must receive prior explicit permission from Kimberley Products.

You can always contact us for any return question at sales@kimprod.com.au.

 

I received incorrect item(s)?

Kimberley Products is committed to ensuring your satisfaction. If you receive items that differ from what is stated on your order confirmation, please notify us within seven business days for a full refund (which will be processed after we verify the return of the complete, original and undamaged item(s)) as per the invoice at question.

 

I received damaged item(s)?

Should an item(s) arrive damaged, retain all packaging and contents, and we will guide you through the claim process with our carrier. Furthermore, we reserve the right to refuse any claim(s) if you fail to provide us with photographical evidence of damage alongside written or verbal notice within 48 hours of the order being delivered to your nominated address.

 

I have changed my mind / exchange.

If you find that the unopened purchased items do not meet your needs, please inform us in writing within 7 business days of receipt. Returns and refunds in these cases are subject to Kimberley's discretion and will exclude shipping costs associated with the return. Furthermore, all items must be returned in their original, unmodified, and untampered packaging to be eligible for a refund. Returns will be subject to a 20% restocking fee, which will be deducted from the refund amount, excluding the original freight charge. If there is a partial return, freight will be refunded proportionally based on the percentage of items returned relative to the total order. Unfortunately, we cannot offer refunds for change-of-mind decisions.

 

Example 1 (Full Return):
The return of the item “KIS2012” with a sale and billed amount of $200.00, alongside a freight charge of $20.00, for a total of $220.00. The refund will be calculated as follows:
Refund = $200.00 (item cost) - $20.00 (freight) = $180.00
Restocking fee = $180.00 * 0.8 = $144.00
Thus, the total refund will be $144.00.

Example 2 (Partial Return):
The return of a portion of the items from the order, for example, a single item “KIS2012” with a billed amount of $200.00, alongside a non-returned item “KIS3012” with a value of $330.00, and a total freight charge of $20.00, resulting in a total order value of $550.00.
To calculate the refund, we first determine the proportion of the total order being returned:
The value of the returned item = $200.00 (item cost)
Total order value = $550.00
The percentage of the order being returned = $200.00 ÷ $550.00 = 36.36%

Therefore, the freight refund will be 36.36% of the original freight charge:
Freight refund = $20.00 * 36.36% = $7.27

Now, the refund calculation is:
Refund = $200.00 (item cost) - $7.27 (freight refund) = $192.73
Restocking fee = $192.73 * 0.8 = $154.18

Thus, the total refund for the partial return will be $154.18.

 

Refunds

Refunds will be processed within five business days* of confirmation to the original payment form. Refunds cannot be provided to an alternative payment method i.e.; payment will be refunded to original method of purchase. Furthermore, refunds will only be provided at the discretion of Kimberley Products or otherwise required by law or as outlined within our return policy.

*Please note that given the magnitude of payment methods we provide and payment portals we interact with, we cannot guarantee when the refund will return to your original payment method. Specific banks / financial institutions have different refund periods and policies, so please refer to the institution of your original payment for specific information. We provide no guarantees or advice in relation to payments. Purchase and Pay at own risk. Visit https://www.cyber.gov.au/ for further information on digital and cyber safety. Note: we cannot guarantee the authenticity, reliability, accuracy and safety of external links. Click and make use of the information at own risk.