Refund policy

At K Country, we take great pride in the craftsmanship and quality of every product we create. This Refund & Returns Policy complies with the Australian Consumer Law (ACL) and outlines your rights, as well as our obligations as a small Australian business.

This policy applies to all purchases made through the K Country website, social media, or in person.

 

1. Custom & Personalised Items
Under Australian Consumer Law, custom-made and personalised products are not eligible for refunds, returns, or exchanges due to change of mind.

This applies to all items that are customised in any way, including but not limited to:

  • Custom names
  • Initials or lettering
  • Personalised text
  • Custom laser engraving
  • Made-to-order, bespoke, or design-request items

Once an order is placed for a custom product, it cannot be cancelled, exchanged, or refunded.

If a customer enters incorrect letters, spelling, text, or grammar during checkout or customisation, K Country is not responsible, and no refund or exchange will be provided.

 

2. Change of Mind

K Country does not offer refunds for change of mind under any circumstances.

However, we do offer exchanges on eligible non-custom items (see section 3).

 

3. Exchanges (Non-Custom Products Only)

Customers may request an exchange within 14 days of receiving their order.

To qualify for an exchange:

  • Item must be unused, unworn, unwashed, and in original packaging
  • Tags and accessories must be attached
  • Item must be in resaleable condition
  • Proof of purchase must be provided

Exchanges are subject to stock availability.

Shipping Costs for Exchanges

  • All change-of-mind exchanges are at the customer’s cost.
  • K Country will not pay for the return shipping of the item.
  • Customers must also pay the shipping cost to send the replacement/exchange item.
  • All postage costs are non-refundable.

Payment Terms for Exchanges

  • All approved exchanges will be issued as a K Country digital gift card for the product value, excluding all shipping costs.

 

4. Refunds for Faulty or Damaged Items

In line with the Australian Consumer Law, customers are entitled to a repair, replacement, or refund if a product has a major fault.

K Country will issue a refund only if:

  • The item arrives damaged,
  • The item contains a major manufacturing defect, or
  • The item is significantly not as described.

To lodge a faulty item claim:

  • Contact us within 48 hours of receiving your order
  • Provide clear photos/videos of the fault or damage
  • Supply proof of purchase

If the item is confirmed faulty, K Country will cover the return shipping and issue a refund or replacement.

Payment Terms for Faulty Refunds

  • All approved refunds will be processed to the original payment method only (e.g., the same card, PayPal account, Afterpay, etc.).
  • Refunds cannot be redirected or transferred.

Refunds Will NOT Be Issued For:

  • Damage caused after delivery
  • Incorrect care, misuse, or wear and tear
  • Incorrect customisation details entered by the customer
  • Change-of-mind situations
  • Items returned in poor or used condition

 

5. Conditions for All Returns & Exchanges

All items must meet the following conditions to be eligible for return or exchange:

  • Item must be unworn, unused, unwashed, and in original packaging
  • No marks, stains, odours, pet hair, or damage
  • All accessories, tags, and labels must be attached
  • Proof of purchase is required

K Country reserves the right to reject any return/exchange that does not meet these conditions.

 

6. Processing Timeframes

  • Exchanges: Processed within 3–5 business days after the returned item is received and inspected
  • Refunds (faulty items only): Processed within 3–7 business days once approved

Processing times may vary during peak seasons.

 

7. Payment Terms Summary

For clarity and transparency:

Refunds (Faulty Items Only)

✔ Refunded to the original payment method only

✘ Cannot be refunded to a different method or converted to cash

 

Exchanges

✔ Issued as a gift card/store credit for the product price

✘ Shipping costs are not included in the gift card amount

✔ Customer must cover all postage costs for exchange items

 

8. Contact Us

If you need help with a return, exchange, or faulty item claim, please contact us:

📧 Email: kcountrycowhide@gmail.com

 

We’re a small family-owned business based in rural Queensland, and we appreciate your support and understanding.