Refund policy

# Refund & Return Policy

Effective Date: September 2026  
Governing Law: Australian Consumer Law (ACL) under the Competition and Consumer Act 2010

At kmetics.com, our refund and return policies comply fully with the Australian Consumer Law (ACL), ensuring your consumer guarantees are protected while maintaining the highest hygiene standards for our K-Beauty products.

# 1. Consumer Guarantees under ACL
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

# 2. Damaged, Defective, or Incorrect Items
If a product arrives damaged during transit, defective, or if you receive the wrong item:
* You must notify our customer support team within 14 days of the delivery date at hello@kmetics.com.
* Please include your order number, clear photos, and/or a video showing the damage or issue with the item and packaging.
* Once verified, we will arrange for a replacement item to be shipped immediately via express delivery at no extra cost, or issue a full refund to your original payment method.

# 3. Hygiene & Safety Policy for Beauty Products
Due to health, safety, and hygiene regulations regarding skincare and cosmetic products:
* Items that have been opened, unsealed, sampled, or used cannot be returned or refunded unless they are defective or violate an ACL consumer guarantee.
* All returned items must be in their original, unopened packaging, with all protective seals intact.

# 4. Return Shipping & Logistics
* Do Not Return Shipments to South Korea / Manufacturer Address: Parcels sent back directly to our supplier's warehouse in South Korea without prior written authorization from kmetics.com cannot be processed and will not be eligible for a refund.
* Return Process: If a physical return is required or authorized by our support team, we will provide you with specific return instructions and the designated return address. 
* In many cases involving damaged goods, we can resolve the issue directly through photo/video evidence without requiring you to post the item back.

# 5. Change of Mind
Please choose your skincare items carefully. Due to the personal care nature of K-Beauty products and our direct international express fulfillment system from South Korea, we do not offer refunds or exchanges for a change of mind once an order has been processed and dispatched.

# 6. Contact Us
For any return inquiries or support with your order, please reach out to us:

* Website: kmetics.com
* Email: hello@kmetics.com