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Refund policy

Returns & Refunds

First of all, we're a small business and we aim to please! If in doubt, just send us a message.

When you receive your order, please inspect it and let us know as soon as possible if there are any issues or problems with any of the products you've received. You can email us at info@kuura.co. Please include any relevant photos as well as your name and order number, and a description of the issue, and we'll get back to you within 72 hours. 

There is no time limit on returns for products that have a problem or defect. Just let us know as soon as you can. If we need to send you a replacement, or you need to return the product to us for repair, we will reimburse the cost of delivery to you once the item has been received.

If you need to send an item back to us or drop it off, our address is:

Kuura 
45 John Street
Brunswick East VIC 3057
AUSTRALIA

We are not required by law to provide a refund or replacement if you change your mind about something you ordered, however we want you to be as satisfied as possible! If you wish to exchange or return an item you've ordered, please let us know within 14 days of receiving your order and arrange to post it back to us or drop it off in person. You are responsible for the shipping or delivery costs in the case of a change of mind. For product safety requirements, we cannot accept exchanges of tea that has been opened and partially consumed.

KUURA is an Australian based business, which means that the products we sell to consumers in Australia are covered by Australian Consumer Law guarantees. You can read about your rights as a consumer here.

You can choose a refund or exchange if an item has a major problem. This is when the item:

  • has a problem that would have stopped someone from buying the item if they had known about it

  • is unsafe

  • is significantly different from the sample or description

  • doesn’t do what we said it would, or what you asked for and can’t be easily fixed.

Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time you can choose a refund or replacement.

Please keep your proof of purchase—e.g. your receipt.

https://www.accc.gov.au/consumers