returns

We value your satisfaction and want to ensure that your shopping experience with us is enjoyable. Please review our return policy below for information on how to proceed with returns, exchanges, and credit notes.

1. Returns and Exchanges Eligibility:

1.1. To be eligible for a return or exchange, the item must be unused, in the same condition as received, and in its original packaging.

1.2. All sale items are final and are not eligible for a return or exchange.

1.3. Any items purchased during a sitewide sale are ineligible for a refund (where a strikethrough price is displayed, OR a discount code is manually entered at checkout). These items can only be returned for an online credit note (not a refund).

2. Return Process for Wrong Size Product:

2.1. If you've received the wrong size product, please follow these steps:

a. Contact our customer service team at contact@kerstore.com.au within 14 days of receiving the product.

b. Attach a clear photograph of the product, clearly showing the size tag and the issue with sizing.

c. Once your request is received and approved, we will provide you with a return authorisation number and further instructions.

d. Ship the product back to us in its original packaging. Please ensure to include a copy of the original purchase receipt.

e. Upon receiving the returned item and verifying its condition, we will offer you the choice of an exchange for the correct size or a credit note.

3. Credit Notes:

3.1. If you choose a credit note, the amount equivalent to the purchase price of the returned product will be issued to you in the form of a store credit.

3.2. The credit note can be used for future purchases on our website and is valid for up to 12 months from the date of issuance.

3.3. Items purchased with a gift card or store credit cannot be returned for a refund.

4. Exchanges:

4.1. If you opt for an exchange, we will send you the correct size of the product once we receive the returned item and verify its condition.

4.2. In case the desired size is unavailable, we will contact you to discuss alternative options, including a credit note or a refund.

5. Conditions for Returns and Exchanges:

5.1. The returned item must be in its original condition, unworn, and with all original tags attached.

5.2. Customers are responsible for the cost of shipping the item back to us unless the return is due to an error on our part.

6. Refunds:

6.1. Refunds will only be issued in cases where the item has been deemed faulty by KER.

6.2. Refunds will be processed using the same payment method used for the original purchase and may take up to 5-7 business days to reflect in your account.

7. Contact Information:

For any questions, concerns, or assistance with the return process, please contact our customer service team at contact@kerstore.com.au.

Please retain a copy of this return policy for your reference. This policy is subject to change without notice. Always refer to our website for the most up-to-date information regarding returns and exchanges.