Refund policy

 

 

Last updated: September 6, 2025

Return Window

You have 30 days from the date you receive your item to request a return. For damaged, defective, or incorrect items, please notify us within 7 days of delivery.

Eligibility

  • Item must be in the same condition you received it: unused, unassembled (where applicable), with tags, and in the original packaging.

  • Please keep your receipt or proof of purchase.

  • Custom / made-to-order items, final-sale items, and gift cards are not returnable unless faulty under Australian Consumer Law.


How to Start a Return

Email us at konakona@konaliving.com.au with your order number, the item, and the reason for return. We’ll reply with confirmation and instructions.

Important: Please wait for our confirmation before sending anything back. Items returned without approval cannot be accepted.

Return Shipping

  • Change of mind: Return shipping is the customer’s responsibility. For bulky furniture, we can help coordinate pickup via our logistics partner; the pickup cost will be quoted and deducted from your refund.

  • Damaged or incorrect items: We’ll cover reasonable return shipping or arrange pickup once approved.

Australia-Only Deliveries

KONA delivers within Australia only. Returns and pickups may be coordinated with our logistics partner depending on your location and the item’s size.

Damages & Issues

Please inspect your order on delivery. If an item arrives damaged, defective, or incorrect, contact us within 7 days with your order number, a description, and clear photos of the issue and packaging. We’ll work with you to repair, replace, or refund as appropriate.

Exchanges

The fastest way to get what you want is to return the original item (once approved) and place a new order for the replacement.

Refunds

Once your return is received and inspected, we’ll notify you of approval. If approved, refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the refund.

If more than 15 business days have passed since approval and you have not received your refund, please contact us at konakona@konaliving.com.au.

Your Consumer Rights

Nothing in this policy limits your rights under the Australian Consumer Law. If a product has a major failure, you are entitled to a replacement or refund, and compensation for any reasonably foreseeable loss or damage. If a product fails to be of acceptable quality and the failure does not amount to a major failure, you are entitled to have the goods repaired or replaced.