Refund policy
Return & Refund Policy
Returns
We have a 30-day return policy for eligible items, which means you have 30 days after receiving your item to contact us regarding a return request.
For returns that are not related to a fault, including preference-related returns (such as size or colour selection), return requests must be made within 14 days of receiving your item.
To be eligible for a return, your item must be in the same condition that you received it: unworn, unused, unwashed, with tags attached, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at hello@kaito.com.au
Items sent back to us without first requesting a return will not be accepted.
Store Credit (Non-Fault Returns)
For approved returns that are not due to a fault, a store credit will be issued once the returned item has been received and inspected.
All return shipping costs are the responsibility of the customer.
Original shipping fees are non-refundable.
Condition of Returned Items
Returned items must be received in a resalable condition. We do not accept returns on items that show signs of wear or use, including but not limited to: makeup marks, deodorant marks, odour, washing or use, missing tags or original packaging.
Items that do not meet these conditions will be returned to the customer.
Faulty, Damaged or Incorrect Items
Please inspect your order upon reception and contact us immediately at hello@kaito.com.au if the item is defective, damaged, or incorrect.
All items reported as faulty, damaged, or incorrect will be assessed upon return. An appropriate outcome will be determined following inspection and in accordance with Australian Consumer Law.
Returned items must be sent back for assessment before any outcome is confirmed.
Shipping Responsibility
Customers are responsible for ensuring returned items are safely packaged and returned to us.
We are not responsible for items lost or damaged in transit when being returned to us.
Delivery & Carrier Responsibility
Once an order has been dispatched and handed over to the shipping carrier, responsibility for delivery rests with the carrier. We are not responsible for delays, loss, or non-delivery caused by the shipping provider. Customers are encouraged to contact the carrier directly using the tracking information provided.
Non-Returnable Items
Unfortunately, we cannot accept returns on: sale items, gift cards, items that have been worn, washed, used, or altered, and items returned without original tags or original packaging.
Exchanges
If you wish to place a new order, the original item must be returned in accordance with this policy. Once the return has been assessed, a new order may be placed separately.
European Union 14-Day Cooling-Off Period
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving your item, for any reason and without justification. Items must be returned in the same condition as received, unworn or unused, with tags attached and in original packaging, and accompanied by proof of purchase.
Processing
We will notify you once we have received and inspected your return and advise whether it has been approved.
Approved non-fault returns will be issued as store credit.
Refunds, where applicable, will be processed to the original payment method.
Please allow up to 10 business days after approval for processing.
Australian Consumer Law
This policy operates in addition to your rights under Australian Consumer Law.