Refund policy

KARNIAS trading as Karnias
Email: hello@karnias.shop
Phone: +61 433 738 522
Address: 384 Lillian Ave, Salisbury QLD 4107, Australia

1. Scope & Application

This Return & Refund Policy sets out the terms and conditions for returns, exchanges and refunds for all purchases made through the Karnias website (the "Site"). This policy applies to all Australian domestic and international orders, and forms part of our Terms of Service.

Nothing in this policy is intended to exclude, restrict or modify your statutory rights under the Australian Consumer Law (ACL) (Schedule 2 of the Competition and Consumer Act 2010 (Cth)). Our goods come with guarantees that cannot be excluded under Australian consumer law, and this policy operates in conjunction with, and does not replace, those statutory rights.

2. Eligibility for Returns

We offer returns for two primary scenarios, as outlined below. All returned items must be accompanied by a valid proof of purchase (order confirmation email, tax invoice, or receipt).

2.1 Change of Mind Returns

If you have changed your mind about your purchase, we accept returns within 30 calendar days of the delivery date of your order. To be eligible for a change of mind return, your item must meet the following criteria:

  • The item is in new, unused, unworn and unwashed condition
  • All original tags, labels, hygiene seals and hanging ribbons are fully intact and unaltered
  • The item is returned in its original, undamaged packaging
  • The return is initiated and postmarked within 30 days of the delivery date

2.2 Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, defective, or does not match the description or order details, you are entitled to a return, refund or exchange in accordance with the Australian Consumer Law. This eligibility is not limited to the 30-day change of mind period.

For faulty, damaged or incorrect items, we ask that you contact us within 7 calendar days of delivery, with clear photos of the issue, your order number, and relevant details. We will assess your claim promptly and provide a resolution, which may include a full refund, exchange, repair, or return shipping label at our cost.

3. Non-Returnable Items

For hygiene and safety reasons, the following items are not eligible for change of mind returns. This does not affect your statutory rights for faulty or defective items:

  • Underwear, swimwear, lingerie, and other intimate apparel (where the hygiene seal has been removed or broken)
  • Custom-made, personalised, or made-to-order items
  • Final sale, clearance, or promotional discounted items (excluding full-priced items purchased with a discount code)
  • Gift cards and digital products
  • Items that have been worn, altered, washed, or damaged by the customer

Only regular-priced items are eligible for change of mind refunds. Sale and clearance items cannot be refunded for change of mind.

4. Return Process

To initiate a return, please follow the steps below. Returns without prior authorisation will not be accepted.

  1. Contact our customer service team at hello@karnias.shop with your order number, reason for return, and photos of the item (if applicable for faulty/damaged items)
  2. Our team will review your request and provide you with a Return Authorisation (RA) number and return delivery details within 1-3 business days
  3. Securely package the item in its original packaging, with the RA number clearly marked on the outside of the parcel
  4. Send the parcel to the return address provided to you via email
  5. Once we receive and inspect your returned item, we will notify you via email of the outcome of your return

Please do not send your purchase back to the manufacturer. All returns must be sent to the address provided by our customer service team.

5. Refunds

Once your returned item is received and inspected, we will send you an email to notify you that we have received your returned item, and confirm the approval or rejection of your refund.

If your refund is approved, it will be processed automatically to your original method of payment within 1-3 business days of approval. We cannot process refunds to a different payment method, bank account, or third-party account, in compliance with anti-money laundering and anti-fraud regulations.

For approved returns, the refund amount will include the full price of the returned item, plus any original standard shipping fees paid, in the case of faulty, damaged, or incorrect items. For change of mind returns, original shipping fees are non-refundable.

5.1 Partial Refunds

There are certain situations where only partial refunds may be granted, at our sole discretion:

  • Items returned with obvious signs of use, wear, or damage not due to our error
  • Items returned with missing tags, labels, original packaging, or parts for reasons not due to our error
  • Change of mind returns postmarked more than 30 days after the delivery date

6. Late or Missing Refunds

If you have not received your approved refund within the expected timeframe, please follow the steps below:

  • First, check your bank account or payment provider transaction history again
  • Contact your credit card company or payment provider. Refund processing times vary by provider, and it may take 5-10 business days for the refund to be officially posted to your account
  • Next, contact your bank. There is often a processing delay before a refund is cleared and visible in your account

If you have completed all of the above steps and still have not received your refund, please contact us at hello@karnias.shop with your order number and refund details.

7. Exchanges

We only offer exchanges for items that are defective, damaged, or incorrectly shipped. We do not offer exchanges for change of mind requests.

If you need to exchange a faulty, damaged or incorrect item for the same product, size, or colour, please contact us at hello@karnias.shop with your order number, details of the issue, and supporting photos. Our team will assess your request and provide exchange instructions, including a prepaid return label where applicable.

Exchanges are subject to stock availability. If the requested item is out of stock, we will offer you a full refund or alternative product option.

8. Shipping for Returns

Return shipping costs are determined based on the reason for your return, in compliance with the Australian Consumer Law.

For change of mind returns: You will be responsible for paying all shipping costs for returning your item. Return shipping costs are non-refundable, and will be deducted from your refund amount if applicable.

For faulty, damaged, or incorrect items: We will cover the cost of return shipping via a prepaid return label, or reimburse you for standard return shipping costs, upon approval of your claim.

For international returns: Any import duties, customs fees, or taxes associated with the return are the sole responsibility of the customer, except in the case of faulty, damaged or incorrect items.

We recommend using a trackable shipping service for all returns. We do not guarantee that we will receive your returned item, and we are not liable for items lost or damaged in transit during return delivery. For high-value items, we recommend purchasing shipping insurance.

9. Australian Consumer Law Statutory Guarantees

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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 Return & Refund Policy limits or excludes any rights, guarantees or warranties implied or imposed by the Australian Consumer Law or any other applicable Australian legislation.

10. Amendments to This Policy

We reserve the right to amend, update, or modify this Return & Refund Policy at any time, at our sole discretion. Any changes will be posted on this page, with the "Last Updated" date revised accordingly.

Changes will take effect immediately upon posting. Your continued use of the Site and placement of orders after the changes are posted constitutes your acceptance of the revised policy. We recommend reviewing this page regularly to stay informed of any updates.

11. Contact Information

If you have any questions, concerns, or enquiries regarding this Return & Refund Policy, or to initiate a return, please contact our customer service team at:

Email: hello@karnias.shop

Phone: +61 433 738 522

Address: 384 Lillian Ave, Salisbury QLD 4107, Australia

Last Updated: April 2026