Refund & Returns Policy

At KQStore, we want you to shop with confidence. This policy complies with the Australian Consumer Law (ACL) and ensures your online shopping experience is clear and fair.
1. Your Rights under Australian Consumer Law
Under ACL, you are entitled to repair, replacement or refund if your item:
- Is faulty, unsafe, or of unacceptable quality
- Does not match the description, sample, or demo model
- Is not fit for the purpose you informed us of before purchase
- Does not last a reasonable time
These rights cannot be excluded by any store policy. Statements like “No refunds” do not apply to faulty goods under Australian law.
2. Change of Mind Returns
We accept returns for exchange or refund if:
- Timeframe: within 7 days of delivery (unless Marketplace item: 30 days)
- Proof of purchase required
- Condition: unused, unopened, in original packaging with manuals, accessories, and any gifts
- Exclusions: medicines, baby formula, fragrances, vitamin supplements, consumables, face masks, clearance items
Note: Shipping fees (original & return) are non-refundable.
3. Faulty, Unsafe, Misdescribed Items
If the product is faulty, unsafe, significantly different, or unfit for purpose, you are entitled to repair, replacement, or refund. For major issues, you choose the remedy. We also cover return shipping.
4. International Orders
No refund if the order is not received due to not collected, customs rejection, returned to sender, or unpaid duties. Check your country’s import rules.
5. Marketplace & “Online Only” Items
- Each Marketplace Partner has its own policy (see product page).
- Change-of-mind returns: Marketplace items — 30 days
- Return must include order number, original packaging, accessories, manual, gifts.
- Exclusions: custom-made, personalized, body-contact, bedding, perishable goods, items marked "no returns."
- Return shipping cost borne by customer. Restocking fees may apply.
6, Return Shipping
- Faulty items: We cover reasonable return shipping costs if you provide proof (receipt or tracking).
- Change-of-mind returns: Customer is responsible for return shipping costs
7. How to Return
1. Contact us via [order@kqtrading.com.au] with your order number, reason for return, and proof of purchase.
2. We will confirm your eligibility and provide return instructions.
3. Ship your item to [return address] or drop it off in-store (if applicable).
4. Once received and inspected, we will process your repair, replacement, or refund within [5 -10] business days.
5. Refunds will be made to your original payment method unless otherwise agreed.
8. Failed Delivery
If delivery fails (e.g., Fast Delivery), items may be held for 7 days for pickup; if uncollected, order is cancelled and refunded (excluding delivery fee).
9. Need Help?
KQ TRADING AUSTRALIA PTY LIMITED
Email: order@kqtrading.com.au
Phone: 0451935994
Address: 271 Milperra Road, Milperra NSW 2214, Sydney, Australia