Refund and Returns Policy

Kraken & Co. Refund Policy

This policy outlines the conditions under which Kraken & Co. will provide refunds for products purchased, in accordance with the Australian Consumer Law (ACL).

Change of Mind:

General: While we strive to provide customer satisfaction, we are not obligated to provide refunds for simple "change of mind" purchases where the product is not faulty or damaged.

Exceptions:

In certain circumstances, we may offer a refund or exchange for change of mind purchases at our discretion, provided the item is returned in its original packaging and condition within 7 days of purchase with proof of purchase.

Faulty or Damaged Goods:

Right to Refund: If you receive a product that is faulty or damaged upon delivery, you are entitled to a full refund, repair, or replacement, depending on your preference, under the ACL.
Reporting Issues: To claim a refund for faulty or damaged goods, please contact us within 7 days of receiving the product with details of the issue, photos and proof of purchase.

Return Process:

Contacting Us: To initiate a return, please contact our customer service team at sales@kraken-co.com.au to raise the issue and obtain a return authorization number (RA).
Return Shipping: You are responsible for the cost of returning the product unless the fault is demonstrably due to our error.
Inspection: Once the returned product is received, we will inspect it to assess the issue and process your refund accordingly.

Refund Timeframe:

Processing Time: Once your return is approved, refunds will be processed within 30 business days and credited to your original payment method.

Important Considerations:

Proof of Purchase: Always retain your proof of purchase (receipt or order confirmation) to be eligible for a refund.

Consumer Rights:

This policy does not limit your rights under the Australian Consumer Law. If you have any concerns regarding your consumer rights, please contact the Australian Competition and Consumer Commission (ACCC).

Contact Information: Kraken & Co. sales@kraken-co.com.au