Refund policy

REFUNDS & RETURNS

We want you to love your Kelpie.

If something isn't right, we offer complimentary returns on eligible full-price orders within 30 days of delivery.

CHANGE-OF-MIND RETURNS

You may return a full-price order for a refund if you change your mind, provided:

The return is requested within 30 days of delivery.
The item is unworn and unused.
The item is returned in its original condition.
All original tags and hygiene protection remain attached.
The item has not been washed, worn in water, altered or damaged.
The item is returned with its original packaging where possible.

For hygiene reasons, swimwear that has been worn, washed or used in water cannot be returned for change of mind.

We recommend trying your swimwear on over underwear and keeping the hygiene protection and tags attached until you are certain you wish to keep the item.

COMPLIMENTARY RETURNS

Kelpie offers complimentary returns on eligible full-price orders.

Once your return has been approved, we will provide return instructions.

For international orders, return procedures and available return services may vary depending on the destination.

REFUNDS

Once your return has been received and inspected, we will process your refund to the original payment method.

Please allow up to 10 business days for Kelpie to process your return after it arrives with us. Your bank or payment provider may then take additional time to make the funds available.

The original shipping cost is not separately refunded where shipping was provided complimentary.

If a returned item does not meet our return conditions, we may refuse the change-of-mind return. We will contact you in this circumstance.

EXCHANGES

Exchanges can be arranged by contacting us via email.

We can assist with exchanges for a different size or style subject to availability.

Please contact us before sending your item back so that we can confirm availability and provide the appropriate instructions.

If your requested exchange is unavailable, you may instead be eligible for a refund in accordance with this policy.

FAULTY OR DAMAGED ITEMS

All Kelpie orders are thoroughly checked and photographed before dispatch.

If your order arrives damaged, you must contact us within 24 hours of delivery and provide photographs of the item and packaging, along with your order number.

If you believe your item has a manufacturing fault or does not meet the description of the product, please contact us as soon as possible at hello@kelpieswim.com.au

We will assess the issue and, where appropriate, provide a repair, replacement or refund in accordance with your rights under Australian Consumer Law.

The 24-hour notification period for damage does not limit your rights in relation to a product fault or your other rights under applicable consumer law.

INCORRECT ITEM

If you receive an item that is different from what you ordered, please contact us at hello@kelpieswim.com.au as soon as possible.

We will arrange the appropriate return and replacement at no cost to you.

SALE ITEMS

Sale items are final sale and cannot be returned or exchanged for change of mind.

This includes items purchased using a discount code, during a sale or as part of a promotional offer, unless otherwise stated at the time of purchase.

This exclusion does not affect your rights under Australian Consumer Law or other applicable consumer protection laws.

GIFT CARDS

Gift cards are non-refundable and cannot be exchanged for cash.

Gift cards cannot be returned for change of mind.

RETURN CONDITIONS

We reserve the right to refuse a change-of-mind return where an item:

Has been worn or used in water.
Has been washed.
Is soiled, damaged or altered.
Is missing its original tags or hygiene protection.
Shows signs of use beyond reasonable inspection.

This does not affect your rights where an item is faulty or otherwise covered by applicable consumer law.

HOW TO REQUEST A RETURN

To request a return, contact hello@kelpieswim.com.au within 30 days of receiving your order.

Please include your order number and let us know whether you are requesting a refund or exchange.

We will provide the relevant return instructions.

Please do not send an item back without first contacting us, as we may not be able to identify or process an unauthorised return.

INTERNATIONAL RETURNS

International customers are eligible for returns under the same conditions outlined above, subject to applicable local consumer laws.

Return procedures may vary depending on the destination country and available shipping services.

Kelpie will provide return instructions for eligible returns.

Any customs documentation required for an international return must be completed accurately.

EUROPEAN UNION — 14 DAY COOLING-OFF PERIOD

Notwithstanding the above, if your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing a justification, subject to applicable EU consumer protection law.

The item must be returned in the same condition in which you received it — unworn, unused, with tags and hygiene protection attached, and in its original packaging where applicable. You will also need your receipt or other proof of purchase.

This 14-day statutory right applies independently of Kelpie's voluntary 30-day returns policy.

Nothing in this policy limits or excludes any mandatory consumer rights that apply to customers in the European Union or elsewhere.

REFUNDS & YOUR RIGHTS

This policy is intended to explain Kelpie's returns process and does not replace, exclude or restrict your rights under the Australian Consumer Law or other applicable consumer protection legislation.

Where a product has a major problem, you may be entitled to a replacement or refund. Where a product has a minor problem, you may be entitled to a repair or replacement, depending on the circumstances.