Refund policy
Returns Policy
At Key Pop AU, we want you to be happy with your order.
Change-of-mind returns
We offer a 7-day change-of-mind return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a change-of-mind return, your item must be:
- unused and in the same condition that you received it
- in its original packaging where possible
- accompanied by proof of purchase
To start a return, please contact us at keypopau@gmail.com.
If your return is accepted, we’ll provide instructions on how and where to send your item. Items sent back without first contacting us may not be accepted.
Please note:
- Return postage for change-of-mind returns is the customer’s responsibility unless otherwise agreed.
- Original shipping charges are not refundable for change-of-mind returns.
Damaged, faulty, incorrect, or unsafe items
Please inspect your order when it arrives and contact us as soon as possible if your item is:
- defective
- damaged on arrival
- incorrect
- not as described
If your item has a problem, we’ll work with you to make it right. Depending on the issue, this may include a repair, replacement, or refund in line with the Australian Consumer Law. Consumers are entitled to remedies when goods fail to meet consumer guarantees.
Non-returnable items for change of mind
We do not accept change-of-mind returns for:
- gift cards
- items that have been damaged due to misuse
- items showing general wear and tear from normal use
Normal wear and tear and damage caused by abnormal use are generally not covered, but faster-than-expected deterioration or damage can still raise ACL issues depending on the circumstances, so please reach out if you feel this is the case.
Sale items
We do not offer change-of-mind returns on sale items unless required by law.
However, sale items are still covered by the Australian Consumer Law. If a sale item is faulty, unsafe, not as described, or does not meet consumer guarantees, you may still be entitled to a repair, replacement, or refund. Blanket “no refund” statements for faulty sale items are not allowed.
Exchanges
We do not offer direct exchanges.
The fastest way to get a different item is to contact us first. If your return is accepted, you can then place a new order for the item you want.
Refunds
Once we receive and inspect your return, we’ll let you know whether your refund has been approved.
If approved, your refund will be processed back to your original payment method within 10 business days. Please note that it may take additional time for your bank or payment provider to process the refund.
If more than 15 business days have passed since your refund was approved, please contact us at keypopau@gmail.com.
Your rights under Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies any rights you may have under the Australian Consumer Law.
If a product you buy from us:
- is faulty
- is unsafe
- is significantly different from its description or sample
- does not do what we said it would do
you may be entitled to a repair, replacement, or refund under the Australian Consumer Law. Your rights under the law apply in addition to this returns policy.