Returns and Refunds Policy

KoolZee Studio accepts return requests within 30 days from the date you receive your order for change-of-mind reasons, provided that the product meets the conditions outlined below.

Return Eligibility

To be eligible for a change-of-mind return, the item must:

• Be unused and undamaged;

• Be in its original condition;

• Include its original packaging and any accompanying accessories (if applicable);

• Be accompanied by proof of purchase from KoolZee Studio.

Certain custom-made, personalised or made-to-order products may not be eligible for change-of-mind returns.

How to Request a Return

To initiate a return request, please contact us at:

Email: koolzeestudio@gmail.com

Please include your order number, product name and reason for the return. We will review your request and provide instructions on how to return the item.

Please do not send any items back to us before your return request has been approved.

The return address will be provided once your request has been approved.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as you receive it and contact us as soon as possible if your item:

• Arrives damaged;

• Is faulty;

• Is different from the product you ordered; or

• Does not meet your rights and guarantees under the Australian Consumer Law.

Please provide photos or relevant information so that we can assess the issue and offer an appropriate resolution.

Your rights under the Australian Consumer Law are not limited by this Returns and Refunds Policy.

Sale Items

Sale items may be returned for change-of-mind reasons, provided they meet the return conditions outlined above, unless otherwise clearly stated at the time of purchase.

However, sale items remain covered by your rights under the Australian Consumer Law if they are faulty or fail to meet the applicable consumer guarantees.

Exchanges

We currently do not offer direct exchanges.

If you would like a different product, you may request a return of your original item in accordance with this policy. Once your return has been approved, you can place a new order for the desired product.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund request has been approved.

If approved, your refund will be issued to your original payment method.

Please note that the time it takes for the refund to appear in your account may depend on your bank or payment provider.

If you have not received your refund within a reasonable period after we have confirmed it has been processed, please contact us at koolzeestudio@gmail.com.

Return Shipping Costs

For change-of-mind returns, customers are responsible for the cost of return shipping, unless otherwise agreed.

If an item is faulty, damaged, incorrect or covered by the Australian Consumer Law, we will assess and handle return shipping costs and appropriate remedies in accordance with your consumer rights.

Your Rights Under the Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights you may have under the Australian Consumer Law.

Our goods 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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.