Return Policy

Overview

At kneesspark, we want you to be completely satisfied with your artisan present purchase. This Return Policy outlines the terms and conditions for returning products purchased from us, in addition to your rights under Australian Consumer Law.

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law (ACL), you are entitled to certain consumer guarantees when you purchase goods from us. These guarantees cannot be excluded and include:

• Goods must be of acceptable quality - fit for purpose, safe, durable, and free from defects
• Goods must match their description
• Goods must match any sample or demonstration model
• We must repair or replace goods that fail to meet consumer guarantees, or provide a refund in certain circumstances

Important: If a product has a major failure (e.g., significant defect, unsafe, or substantially different from description), you are entitled to a refund or replacement at your choice, regardless of this return policy.

Our Voluntary Return Policy (Change of Mind)

In addition to your rights under Australian Consumer Law, we offer a voluntary return policy for change of mind purchases. You may return unused and undamaged artisan presents within 14 days of purchase for a full refund or exchange, provided the item is in its original condition with all packaging intact.

Eligible Returns

Returns are accepted for the following reasons:

• Manufacturing defects, damage received, or products that fail to meet consumer guarantees under ACL
• Wrong item received or item does not match description
• Change of mind within 14 days (voluntary policy - item must be unused and in original condition)

Non-Returnable Items (Change of Mind Only)

The following items cannot be returned under our voluntary change of mind policy (but may still be covered by ACL guarantees):

• Custom-made or personalised artisan presents made to your specifications
• Items that have been used, damaged after purchase, or are not in original condition
• Items returned without original packaging (for change of mind returns only)

Note: Even if an item falls into the above categories, you may still have rights under Australian Consumer Law if the product has a major failure or does not meet consumer guarantees.

Return Process

To initiate a return:

1. Contact us via email or phone within 14 days of purchase (or within a reasonable time for ACL claims)
2. Provide your order details and reason for return
3. We will provide return instructions and address
4. Package the item securely in its original packaging where possible
5. Ship the item back to us (we will cover return shipping costs for defective items or ACL claims)

Refunds

Refund processing depends on the reason for return:

• For ACL claims (defects, major failures): Full refund including original shipping costs, processed within 5-7 business days
• For change of mind returns: Full refund of product price, original shipping costs are non-refundable
• Refunds will be issued to the original payment method
• Refunds typically processed within 5-7 business days after we receive and inspect the returned item

Exchanges

We are happy to exchange items for a different size, colour, or style, subject to availability. For ACL claims, you have the right to choose between repair, replacement, or refund. Please contact us to discuss exchange options.

Warranty Information

In addition to consumer guarantees under Australian Consumer Law, we stand behind the quality of our artisan presents. If you experience any issues with your purchase, please contact us immediately. We are committed to resolving any problems promptly and fairly.

Contact Us

For questions about returns or to initiate a return, please contact us:

Email: infocenter@kneesspark.world
Phone: +61 2 9423 0258
Address: Level 1/494 Botany Rd, Beaconsfield NSW 2015, Australia