Return Policy

We understand that there may come a time where you need to return a purchase. We want to make the returns process as simple and easy as possible for you.

For all change of mind returns please head into our store with proof of purchase.

Consumer Guarantees

Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law. For major failures with the service, you are entitled to a refund for the unused portion or compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund for any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

Change of Mind Returns – 15 Days

If you have changed your mind about your purchase, KUKU will be pleased to offer you a refund or exchange in-store only, provided that:

  • You return the item within 15 days of purchase
  • You produce a satisfactory proof of purchase (being your original register receipt or online proof of purchase, such as a tax invoice)
  • The item is in re-saleable condition, including its original packaging (if any), is unused and as sold
  • All returns are at the customers own cost and some products, with extended lead times, sourced directly from our suppliers plus large or bulky items, may be subject to a restocking fee

A government issued form of identification must be presented at the time of the return in order to confirm your identity (for products with a value greater than $50). Personal information collected from you at the time of the return will only be used for the purpose of verifying and processing the return. We will record your name, postal address, phone number and email address (where appropriate). Your licence number and date of birth will not be recorded. These details are collected in accordance with our Privacy Policy. If you are unable to provide a satisfactory proof of purchase, KUKU may, at its absolute discretion, provide you with an exchange or store credit to the current value of the item.

Unless Australian Consumer Law applies, please note change of mind returns are not available for the following purchases:

  • Rapid Antigen Tests
  • Cleaning chemicals
  • Paper towel products, paper napkins and toilet paper
  • Cleaning cloths and sponges
  • Disposable Gloves, Masks and PPE items
  • Special orders

Goods that are damaged on delivery must be reported to KUKU within 24 hours. Large Goods must be visually inspected by the Customer on delivery for damage and an acceptance of delivery docket completed noting any damage that resulted from delivery. Goods that are missing, delivered faulty or defective by KUKU may be replaced, repaired, refunded or exchanged at KUKU’s discretion provided KUKU is informed in writing within 28 days. Certain Goods may be disposed of in accordance with KUKU safety instructions for replacement, refund or exchange with KUKU’s prior approval.

Above do not apply to any defect in the Goods caused by the fault, negligence or failure of the Customer to adhere to manufacturer instructions. Engineer call-outs and repairs carried out on non-warranty faults or defects may be subject to further charges. No Goods will be sold on a ‘sale or return’ basis without the prior written approval of KUKU.

Notwithstanding any other clause of these Terms and Conditions, where a Customer is deemed to be a Consumer and to the extent provided by law, KUKU guarantees that any Goods will:

  • be of acceptable quality;
  • match the provided description;
  • meet any express warranties; and
  • be fit for purpose.

Faulty Goods Returns

If you believe you have purchased a faulty product, you must provide proof of purchase to receive a refund, replacement product or repair. Proof of purchase may be your original register receipt, credit card statement or any other form of evidence. Please go in store or call our call our Customer Service Team on 1300 433 691, who will assist you with replacing or processing a refund for your faulty product.

KUKU may have the faulty product assessed by a third-party certified repair agent to determine the nature and cause of the fault. KUKU reserves the right to decline an exchange, refund or repair where any product fault is caused by misuse or neglect.

General Note about Returns

You must provide proof of purchase to make a claim and KUKU reserves the right to decline an exchange, refund or repair where a fault is caused by misuse or neglect.