returns & refunds.

Every Kkumi order, anywhere in the world, is covered by the Kkumi Guarantee. It's our own promise to you, and it covers two things:

Change of mind. If you change your mind, you may return an item within 14 days of delivery for either store credit or a refund of the product purchase price to your original payment method. The item may be opened, but must be unused and in its original, resalable condition. Original shipping charges are not refundable, and return postage for a change-of-mind return is your responsibility. To start a return, see Section 03.

Faults, damage and wrong items. If an item is faulty, was damaged in transit, or is substantially different from its description, you are entitled to a replacement or a refund. See Section 02 for what counts as a fault, and Section 03 for how claims are handled.

Your legal rights come first. The Kkumi Guarantee is a voluntary promise we make in addition to your rights under consumer law. It never replaces or reduces those rights — see Sections 06 and 07 for the statutory rights that apply where you live. Wherever the law gives you more than this Guarantee, the law applies.

Our liability under the Guarantee. To the extent the law allows, our liability under this Guarantee is limited to repairing, replacing, or refunding the affected product, and does not extend to any other loss. This limit does not apply where your statutory rights provide otherwise — including under the Australian Consumer Law (Section 06).

What counts as a fault. A faulty-item claim must relate to a genuine manufacturing or material defect — for example, a misaligned cut or a pocket that won't hold a card as designed, or an item that arrived damaged or not as described. It does not cover normal wear and tear, damage from use, accidents, improper storage, or general ageing.

Time limits. There is no fixed expiry on a genuine faulty-item claim; the period in which a fault can reasonably be raised depends on the product. We assess each claim against the reasonable expected lifespan of that specific product — a rigid display item is expected to last far longer in normal handling than a consumable sleeve. The longer an item has been owned and used, the more likely an issue reflects use rather than a fault, and the more evidence we may reasonably ask for. Nothing in this section limits your rights under the Australian Consumer Law (Section 06), which apply for a reasonable period regardless.

Unboxing video. An unboxing video is not required, and not having one does not disqualify your claim — we assess every claim on the available evidnece, including photos. That said, a continuous, unedited video filmed from the sealed mailer is the most reliable way to verify a missing item or transit damage. Where a shortage claim cannot be substantiated and our packing footage clearly shows the item was packed and dispatched, we may decline that part of the claim. This does not affect your rights under the Australian Consumer Law.

We recommend inspecting your order as soon as it arrives and filming the unboxing from the sealed mailer. To raise an issue, email hello@kkumi.com.au.

Returns. Please request a return before sending anything back — items returned without a prior request cannot be accepted. Where a return is accepted because of a fault or and error on our part:

• Australian orders: we will provide a prepaid return shipping label.
• International orders: because international shipping is costly, we assess international defect claims case by case using photo or video evidence of the fault. If verified, we will generally process a replacement or refund to your original payment method without requiring a return. We may, however, require the item to be returned for inspection before a final decision; in that case you cover the return postage upfront, and if the item is confirmed faulty on arrival we reimburse that postage in full alongside your refund or replacement.

For change-of-mind returns, return postage is your responsibility, and items must be returned unused and in their original, resalable condition.

Returns (where required) should be sent to:

Kkumi,
37 Endeavour Drive,
Port Kennedy WA 6172,
Australia

Exchanges. We do not offer direct swaps for change of mind — please return the item for store credit or a refund and place a new order for what you'd prefer. For a faulty item, we will replace it with the same item where available, or refund you in full if it is out of stock.

Refunds. We aim to assess and respond to return and damage claims within 5 business days of receiving your request. If approved, the refund is processed promptly and generally reaches your original payment method within 3-5 business days; your bank or card provider may take additional time to process it. Where a claim results in a refund for a product fault, the refund also includes the original shipping you paid. For change-of-mind returns, the refund covers the item price only and excludes the original outbound shipping cost.

Verification. For higher-value or authenticated items, we may verify a returned item against our records before processing a refund. This protects both sides against fraud. It does not apply to standard returns.

Unless the item is faulty, we cannot accept returns on:

• Opened "Blind" or "Random" packs — once the seal is broken and the contents revealed, the item cannot be returned.
• Gift cards.
• Custom or personalised products, such as special orders.

This does not affect your rights under the Australian Consumer Law if an item is faulty or not as described.

Your order is our responsibility until it is delivered to you or your nominated address — if a parcel is lost or damaged in transit before then, we will resolve it with a replacement or refund. Once an order has been delivered, responsibility for the parcel passes to you, and we are not liable for parcels lost or stolen after a confirmed delivery. If tracking shows "delivered" but your parcel hasn't arrived, contact us at hello@kkumi.com.au and we'll investigate with the carrier.

How delivery, Authority to Leave, and Signature on Delivery work in full is set out in our Shipping Policy, which forms part of these terms.

Our goods come with guarantees that can't be excluded under the Australian Consumer Law. Nothing in this policy limits or excludes your rights under the ACL, including your right to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Under the ACL, for a major failure you choose between a refund, a replacement, or keeping the item and claiming the drop in value. For a minor failure, we may choose to repair, replace, or refund. These rights sit above the Kkumi Guarantee wherever they give you more.

These rights are in addition to the Kkumi Guarantee.

European Union: if your order ships to the EU, you have the right to cancel within 14 days of receiving it, for any reason and without justification. You may open and inspect the item as you would in a shop and still cancel, provided it hasn't been used beyond that. Return postage for a cancellation is your responsibility, and refunds are made to your original payment method.

United Kingdom: if your order ships to the UK, you have a similar 14-day right to cancel under UK consumer contract regulations, on the same conditions.

Sealed and blind packs: for "Blind", "Random", or other sealed products, this cancellation right does not apply once the seal has been broken, as the contents are revealed on opening. Unopened sealed packs can still be returned within the 14-day window.

If we cannot resolve a concern with you directly, you can also contact the consumer authority or alternative dispute resolution body in your country (see our Terms of Service, Complaints & Your Consumer Rights).