Refund policy

Last updated: October 11, 2026

Shipping

Orders are shipped with tracking through reputable logistics and delivery partners serving Australia. A tracking link is automatically sent by email once your order has been dispatched.

We offer the following shipping options:

Standard Delivery: Available rates and estimated delivery times are displayed at checkout.
Express Delivery: Available rates and estimated delivery times are displayed at checkout.

All shipments are insured against loss or theft while in transit. Delivery estimates may vary depending on your location, carrier delays, weather conditions, peak shopping periods or other circumstances outside our reasonable control.

Some orders may be fulfilled from international warehouses. Where applicable, customs duties, import taxes or additional charges will be disclosed and handled in accordance with Australian law and the information provided at checkout.

Nothing in this policy limits your rights under the Australian Consumer Law regarding delayed, lost or undelivered goods.

Return & Refund Policy

At Kalohia Australia, we stand behind the quality of our products. If something isn't right, you can request a return within 30 days of delivery.

Our voluntary 30-day return policy is provided in addition to your rights under the Australian Consumer Law (ACL).

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.

Return Conditions

For Plush Companions and Relaxation Lamps:

Items may be returned even if opened or gently used, provided they are not damaged or excessively worn.
Where possible, please return products in their original packaging, including accessories and manuals.

For Pet-Oriented Products:

For hygiene reasons, products must generally be unused and returned in their original condition and packaging under our voluntary return policy.
Products showing signs of use, wear, odours or damage may not qualify for voluntary returns.
These conditions do not restrict your rights under the Australian Consumer Law.

Your Rights Under Australian Consumer Law

Australian consumers are protected by statutory consumer guarantees, including guarantees that goods are of acceptable quality, fit for their intended purpose and match their description.

If a product fails to meet these guarantees, you may be entitled to a repair, replacement or refund, depending on the nature of the failure.

For a major failure, you generally have the right to choose between a refund and a replacement.

For a failure that is not major, we are entitled to provide a remedy within a reasonable time. If we fail to do so, additional remedies may become available.

There is no general automatic 14-day cooling-off period for ordinary online purchases in Australia. However, cancellation and refund rights may arise under applicable consumer law in certain circumstances.

These statutory rights apply independently of our voluntary 30-day return policy and are not limited to 30 days.

How to Start a Return

Email our customer support team at contact@kalohia-australia.com with your order number and the reason for your return.
Our team will provide return instructions and the appropriate return address. A return authorisation may be required for voluntary returns.
Pack your item securely and use a trackable shipping method where possible.

For voluntary change-of-mind returns, return postage is generally the customer's responsibility unless otherwise stated.

Where a product fails to meet a consumer guarantee, reasonable return shipping or collection costs will be handled in accordance with the Australian Consumer Law.

Exchanges

We offer free exchanges when a product arrives defective, damaged or incorrect.

Please contact us at contact@kalohia-australia.com as soon as possible and provide photographs where helpful.

Where a statutory consumer guarantee applies, you may be entitled to choose a refund or replacement rather than an exchange, depending on the circumstances.

Refunds

Refunds will be processed within a reasonable timeframe and in accordance with applicable Australian consumer protection laws.
Refunds will generally be issued to the original payment method.
Where required by the Australian Consumer Law, applicable original delivery charges and reasonable return costs will also be refunded or reimbursed.
For voluntary change-of-mind returns, original shipping charges are generally non-refundable unless otherwise stated.
Additional charges for upgraded delivery services may be non-refundable for voluntary returns, subject to applicable law.

For eligible voluntary returns, refunds are generally processed after the returned product has been received and inspected.

Statutory remedies will not be made conditional on requirements that are inconsistent with the Australian Consumer Law.

Damaged, Faulty or Incorrect Items

If your product arrives damaged, defective, not as described or you receive the wrong item, please contact contact@kalohia-australia.com with your order number and, where helpful, photographs of the product and packaging.

We will assess the issue and provide an appropriate remedy in accordance with the Australian Consumer Law.

Depending on the circumstances, this may include:

A repair at no additional cost.
A replacement product.
A full or partial refund where appropriate.
Reimbursement of reasonable return shipping expenses where required by law.

Reporting an issue within 7 or 30 days is not a condition that removes or restricts your statutory consumer guarantee rights.

Exceptions & Final Sale

Certain products may not qualify for returns under our voluntary 30-day return policy, including:

Used or damaged pet-oriented products where hygiene considerations apply.
Personalised or customised products, where applicable.
Products specifically identified as final sale or non-returnable for change-of-mind purposes.

Promotional, discounted or final-sale products remain covered by applicable Australian consumer guarantees.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Contact

Questions about returns, refunds or your order? Our team is here to help.

Email: contact@kalohia-australia.com
Website: kalohia-australia.com
Company: Regnum Limited — 60 rue François 1er, 75008 Paris, France