Refund & Returns Policy
This Refund & Returns Policy applies to all purchases made through the Karterly website.
Contact Information
For questions about returns and refunds, please contact our support team at support@karterly.com.au or reach us on +61 2 9188 2137.
Return Window
If you have a change of mind, you can return your order for a full refund within 14 days of the delivery date.
Exceptions
The following items cannot be returned:
- Custom or personalised products
- Hygiene-related items (eg. socks, underwear)
Return Instructions
To initiate a return, email us at support@karterly.com.au with your order number, the reason for your return and photos of any damage.
After reviewing your request we will send return shipping instructions and, if applicable, a prepaid postage label.
Packaging and Shipping
Place items in the original packaging, ensuring all tags and labels are intact.
Include the return authorisation form and any other documentation.
Arrange shipping as per the provided instructions.
Return Costs
For change of mind returns, customers are responsible for all return shipping costs.
In the event of any damaged, defective or incorrect items, Karterly will cover the return postage fee.
Specific Conditions for Returns
Change of Mind: Items must be returned unused, undamaged, and in the original packaging within 14 days of delivery.
Defective Goods: If the product is defective, please contact us immediately. Karterly will cover the return postage fee and provide a replacement or refund.
Damaged Goods: Please notify us if you have received damaged goods and please also provide photos. We will review the claim and arrange for a return if necessary.
Incorrect Items: If you receive the wrong product, please get in touch. We will cover the return postage fee and send the correct product.
Non-Delivery: If your order hasn’t arrived, please contact us to initiate a courier investigation. If unresolved, we’ll issue a replacement or refund.
Order Cancellation: Orders may be cancelled before shipment. However, if your order has already shipped, our return process will apply.
No exchanges: Only returns or refunds are available to customers, we do not offer exchanges on any items.
Refund Timelines and Processing
Return requests must be made within 14 days of delivery. Returns must be shipped within 14 days of approval.
Once we receive your return, we will inspect it and notify you of the outcome within 7 Business Days.
Approved refunds will be processed to your original payment method within 7 Business Days after inspection.
Legal Rights
This policy does not affect your statutory rights under Australian Consumer Law.
Get in Touch
Have questions? Drop us a line.
support@karterly.com.au
+61 2 9188 2137
Suite 1079, 30 Denison Street, Bondi Junction NSW 2022