Refund policy
Last updated: 1 April 2026
At kaysu, we take great care in crafting and packing every order.
This policy outlines your rights under Australian law and our process for returns and refunds.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
You are entitled to:
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A replacement or refund for a major failure, and
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Compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes your rights under Australian Consumer Law.
Change of Mind Returns
We understand that sometimes you may change your mind.
However, due to the nature of our products (aromatherapy and personal care items):
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We do not accept returns or refunds for change of mind on items that have been opened, used, or unsealed.
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Unopened, unused items in their original packaging may be eligible for a change-of-mind return within 7 days of delivery, subject to approval.
Conditions for Change of Mind Returns:
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Items must be unused and in original, resalable condition
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Return requests must be made within 7 days of delivery
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Return shipping costs are the customer’s responsibility
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Original shipping fees are non-refundable
Items Not Eligible for Change of Mind Returns
For hygiene and safety reasons, we cannot accept change-of-mind returns for:
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Opened or used aromatherapy products
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Essential oils once unsealed
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Items damaged due to misuse or incorrect storage
This does not affect your rights under Australian Consumer Law for faulty or defective products.
Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, or incorrect, please contact us within 7 days of delivery.
To help us resolve the issue quickly, please provide:
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Your order number
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A clear photo or video of the item and packaging
Once assessed, we will offer:
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A replacement, or
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A refund,
in accordance with Australian Consumer Law.
Return Shipping
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If an item is faulty, damaged, or incorrect, we will cover return shipping costs where required under ACL.
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For approved change-of-mind returns, return shipping costs are the customer’s responsibility.
Refund Processing
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Approved refunds will be processed to the original payment method.
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Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.
How to Request a Return or Refund
To request a return or refund, please contact us at:
Include:
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Your order number
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Reason for the return
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Supporting photos (if applicable)
We’re always happy to assist and aim to respond within 1–2 business days.
Final Note
This policy is designed to be fair, transparent, and compliant with Australian Consumer Law.
We are committed to resolving issues with care and integrity.
