Returns & Refunds
Change of mind
If you change your mind, you may return unused and unopened physical products within 30 days of delivery for a full refund. Items must be in their original packaging, in re-saleable condition, with all tags and accessories included.
The Kose One (furniture)
Due to the size and weight of The Kose One, return shipping for change-of-mind returns is at the customer’s expense. If the product arrived damaged or faulty, we will arrange a free return pickup — see “Faulty or damaged items” below.
Faulty or damaged items
If your product arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery at hello@kose.com.au with your order number and photos of the issue. We will arrange a replacement or full refund at no cost to you, including return shipping.
Digital products
Due to the nature of digital downloads (play plans, printables, guides), refunds are not available once a download link has been accessed. If you experience a technical issue with a download, please contact us and we will assist you.
How to initiate a return
- Email hello@kose.com.au with your order number and reason for return.
- We will respond within 2 business days with return instructions.
- Ship the item back to us using the provided instructions.
- Refund is processed within 5 business days of receiving the returned item.
Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. If a product has a major fault, you are entitled to a refund or replacement regardless of this policy.