Refund policy

Our goal of "Making you feel special" goes beyond delivering our promise of formulating premium cosmetic products and extends to ensuring that every aspect of your experience with us is positive, including when issues arise. To this end we believe that issues not only have to be resolved, but they have to be resolved quickly, including the following scenarios where a return or refund of goods is required.

Change of Mind

If you change your mind after purchase and advise us prior to the dispatch notification being sent to you then we will gladly issue you a full refund to the original payment method.

If your order has already been dispatched then we will also provide a full refund for any unopened product in its original salable condition that is returned within 30 days of the receipt of purchase. In this situation, you are responsible for the shipping and associated charges.

Shipping Damage

Should an item be delivered in a damaged condition then we will provide you with a full refund provided:

1. The damaged goods are returned. You will be responsible for repacking the goods ready for pick up. We will arrange for pickup and pay shipping charges for the return of goods to us.
2. Photographs are taken prior to the package being opened which clearly show the external delivery damage. These photos allow us to pursue reimbursement from, and feedback for, our shipping partner.
3. All claims for shipping damage must be reported within 72 hours along with the provision of the aforementioned photos and any other evidence that may assist with us with your claim.

Defective or Incorrectly Sent Items

Our pick and pack operations are fully tracked with video and photographic records to ensure accurate and quality delivery. In the rare case where we may have issued defective or incorrect items then we will gladly reimburse you for those items once they have been returned to us. You will be responsible for repacking the goods ready for pick up. We will arrange for pickup and pay shipping charges for the return of goods to us.

We are not responsible for any damage to your order after delivery. All claims for shortages or defective items must be reported within 72 hours of delivery and accompanied by photographic evidence.

Negative Reaction

In the unfortunate event that you react to a product, Kaora will offer a full refund and reimburse following the return of the goods. You will be responsible for repacking the goods ready for pick up. We will arrange for pickup and pay shipping charges for the return of goods to us.

Return Process

Only items purchased on the Kaora website qualify for a refund or return under this policy. In all cases, original proof of purchase must be provided and products must be returned within 30 days of delivery for Kaora to process a refund.

Please email us at support@kaora.com.au in advance of your intentions to return goods so that we can facilitate a smooth return process, including organising for payment of shipping and pickup when it is our responsibility.

All items must be returned to:
Kaora Pty Ltd
18 Millicent St
Burwood, Victoria
3125

We will do our best to process returns and issue reimbursements (if applicable) to the original form of payment within 10 business days of receipt of goods.
This policy subject to the additional rights consumers have according to law.

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