Refund policy

Last updated: 15 November 2026

At KookaHome we want you to love what you buy. If something isn't right, we're here to help. This policy explains your options for returns, refunds and exchanges for orders delivered in Australia and New Zealand.

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

New Zealand customers have equivalent rights under the Consumer Guarantees Act 1993. Nothing in this policy limits these rights.

Faulty, damaged or incorrect items

  • Contact us within a reasonable time of noticing the problem, with your order number and photos of the issue.
  • If an item arrives damaged, or we sent the wrong item, please let us know within 7 days of delivery so we can sort it out quickly.
  • Where a return is needed, we will provide a prepaid return label or reimburse your reasonable return postage.
  • Depending on the problem, we will offer a repair, replacement or refund, in line with consumer law.

Change-of-mind returns (30 days)

Changed your mind? You can return most items within 30 days of delivery for a refund or exchange, as long as the item is:

  • Unused and in the same condition you received it
  • In its original, undamaged packaging with all parts, manuals and accessories
  • Accompanied by your order number or proof of purchase

For change-of-mind returns, return shipping is at your cost and original shipping charges are not refundable. We recommend a tracked service, as we can't be responsible for returns lost in transit.

Items we can't accept for change-of-mind returns

  • Items that have been used with food or are otherwise unhygienic to resell (for example, used cookware, utensils or food storage)
  • Personalised or custom-made items
  • Sale or clearance items marked as final sale
  • Gift cards

These exclusions do not apply to faulty items, which are always covered by consumer law.

How to start a return

  1. Email us at support@kookahome.com with your order number, the item(s) you want to return and the reason.
  2. We'll reply within 1–2 business days with return instructions and the return address. Please don't send items back without contacting us first.
  3. Pack the item securely and send it using a tracked service.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are made to your original payment method within 5–10 business days. Your bank or card provider may take a few extra days to process it. Refunds are made in the currency you paid in (AUD or NZD).

Exchanges

The quickest way to get a different item is to return the one you have and place a new order for the item you want.

Contact

Questions about returns? Email support@kookahome.com or visit our Contact page.