Returns & Refund Policy – Keira Melbourne

At Keira Melbourne, we want you to be satisfied with your purchase. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. If the goods fail to be of acceptable quality and the failure does not amount to a major failure, you are entitled to have the goods repaired or replaced.

Please read our return and refund terms carefully:

Returns & Costs

• Please note: returns come with costs. Customers are responsible for all return shipping fees and associated costs.

• Returns must be sent to our nominated return address (located in China) with a valid tracking number.

• Returned items will not be accepted without prior approval from Keira Melbourne.

14-Day Change of Mind Policy

In addition to your rights under the ACL, we offer a 14-day change of mind return policy:

• You have 14 days after receiving your item to request a return.

• To be eligible, your item must be unused, in the same condition as received, with tags and in the original packaging.

• Proof of purchase (receipt) is required.

• Photos of the item may be requested as part of your return application.

• Returns outside the 14-day period will not be accepted.

We reserve the right to refuse return requests where fraud is suspected or where the item is not returned in its original condition.

Orders Not Received

• Orders may occasionally be delayed due to unforeseen circumstances (e.g., customs inspection).

• A refund request may be considered if more than 60 days have passed since the shipping date.

• Once your order has been shipped, refunds cannot be processed unless the 60-day period has elapsed.

Cancelling or Modifying an Order

• Orders may be cancelled within 12 hours of purchase by contacting info@keira-melbourne.com.

• After 12 hours, we cannot guarantee cancellation as the order may already be in processing.

• Requests to modify an order (e.g., size or colour) will be passed to our carrier, but changes cannot be guaranteed once shipping has begun.

Disputes

If a customer opens a payment dispute (via PayPal, credit card provider, or another payment processor), the customer automatically forfeits rights to further aftersales support with Keira Melbourne. In such cases, all refund, return, or replacement requests are invalid, and the matter will be resolved via the relevant payment authority.

Damage and Issues

Please inspect your order upon delivery and contact us immediately at info@keira-melbourne.com if:

• The item is defective

• The item is damaged

• The wrong item was received

If eligible, we will arrange an exchange or replacement free of charge.

Exceptions / Non-returnable Items

The following items are not eligible for return:

• Perishable goods (e.g., food, flowers, plants)

• Custom-made or personalised products

• Personal care items (e.g., beauty products)

• Hazardous materials, flammable liquids, or gases

• Sale items or gift cards

• Orders where multiple sizes are purchased with the intention of returning some, since a size chart is provided before ordering

Return Process

1. Contact us at info@keira-melbourne.com  to request approval.

2. Once approved, send the product back with a valid tracking number.

3. After we receive and inspect your return, we will notify you of the outcome.

• If your return is approved, the refund will be processed to your original payment method within 10 business days.

• Please note that banks and credit card providers may take additional time to release the funds.

• If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at info@keira-melbourne.com.