RETURNS POLICY

KARENGEE has different requirements with respect to returns, depending on whether your item was purchased:

1.  As a Made to Measure item;
2.  Online via eBoutique; or
3.  In-store from a KARENGEE boutique.

Importantly, returns for items purchased in-store must be returned to and managed by the KARENGEE boutique outlet/store from which your item was purchased, and all other returns must be sent to KARENGEE Head Office (details below).  Items purchased from a KARENGEE stockist, must be returned to the stockist from where they were purchased and are not managed by a KARENGEE Retail Boutique or KARENGEE eBoutique.

Made to Measure Returns Policy

This is KARENGEE’s returns policy for made to measure items.  Please refer to KARENGEE’s separate returns policies if your item has been purchased from KARENGEE (1) in store or (2) online. All items must be physically returned to us for assessment in accordance with the conditions set out below.

Return terms and conditions

The following terms and conditions apply to all returns:

1.  Email customercare@karengee.com.au to request a Returns Merchandise Authorisation (RMA) number. Merchandise will not be returned without a valid RMA.  Complete the returns form received with your merchandise.  Pack all merchandise with the returns form and the original invoice.  It is your responsibility to ensure all merchandise is securely packed.

2.  The item must be returned with adequate proof of purchase within:

(a) 14 days of the original dispatch date for customers residing in Australia and New Zealand; 

(b) 21 days of the original dispatch date for all other customers;

3. The item must be in original and re-saleable condition, unworn, unwashed, undamaged, and unaltered, with original labels attached. Where an item is damaged through misuse, neglect or abnormal use, we will not provide a refund, exchange or repair;

4. The item must be sent by registered post to KARENGEE Head Office for assessment:

KARENGEE HEAD OFFICE:
11, 2-4 PICRITE CLOSE
GATEWAY ESTATE
PEMULWUY, NSW 2145
AUSTRALIA 
+61 438 059 284;

Please note this address does not have a “Drop Off” option.

5. You are responsible for any damage which occurs during transit; and

6. KARENGEE reserves the right to inspect and assess the nature of the defect in its sole discretion and may determine that the item is ineligible for a refund, repair, or replacement.  Any alterations will attract an additional charge.

7. KARENGEE reserves the right to reject the return of any merchandise that does not meet the terms and conditions in this policy, unless due to a manufacturing defect.

Order cancellations, amendments / alterations

It is important that you check and confirm the specifications of your order before placing your order.  If you wish to make changes to the specifications of your order after it has been placed, please contact us.  Please note however that changes, amendments, or alterations will attract an additional charge and will impact the delivery date of the garment.  The cost of any changes, amendments, or alterations as well as delivery date will be notified to you and we will require payment of any additional charges in advance.     

For details of our standard alteration charges please see www.karengee.com.au.

Change of mind returns

Please note that all KARENGEE made-to-order garments are individually patterned, produced, and in some cases tailored for the individual customer.  As such, where items have been delivered in accordance with the specifications of the order, we cannot offer an exchange or refund where there has, for example, been a change of mind. 

Other returns

If your item is faulty or defective, please return it to us promptly for assessment in accordance with the return conditions stipulated in this policy.  

Manufacturing defects

Manufacturing defects are inherent defects in the item which have not been caused by KARENGEE.  KARENGEE may elect to return the item to the relevant manufacturer in order to determine the nature of the fault and seek appropriate redress. e, please return it to us promptly for assessment in accordance with the return conditions stipulated in this policy. Any alterations that you request will attract an additional charge.

If the item has a manufacturing defect, we may offer a repair or replacement.  If you choose to have the item altered, additional charges will apply and will be notified to you and this will impact the delivery date of the garment.

Other defects

If we consider that the item is otherwise deemed to be faulty or not in accordance with the specifications of the relevant order, we may offer a repair or replacement.  In this regard, in view of the nature of the items, all specifications, drawings, and particulars of dimensions are approximate only.  KARENGEE is not under any duty to accept items returned by you.

Shipping costs

You agree to be responsible for paying for your own shipping costs for returning your item except where we consider that there is a manufacturing or other defect.  Shipping costs are non-refundable, and must be paid in advance.

KARENGEE Online eBoutique Returns Policy

This is KARENGEE’s returns policy for eBoutique items.  Please refer to KARENGEE’s separate returns policies if your item has been purchased from KARENGEE (1) in store or (2) as a made to measure item. All items must be physically returned to us for assessment in accordance with the conditions set out below.

Return terms and conditions

The following terms and conditions apply to all returns:

1.  Email customercare@karengee.com.au to request a Returns Merchandise Authorisation (RMA) number. Merchandise will not be returned without a valid RMA.  Complete the returns form received with your merchandise.  Pack all merchandise with the returns form and the original invoice.  It is your responsibility to ensure all merchandise is securely packed.
2.  The item must be returned with adequate proof of purchase within:

(a) 14 days of the original dispatch date for customers residing in Australia and New Zealand;

(b) 21 days of the original dispatch date for all other customers.

3.  The item must be in original and re-saleable condition, in original packaging, unworn, unwashed, undamaged, and unaltered, with original labels attached.  Where an item is damaged through misuse, neglect or abnormal use, we will not provide a refund, exchange or repair;

4. The item must be sent by registered post to KARENGEE Head Office for assessment:

 

KARENGEE HEAD OFFICE:
11, 2-4 PICRITE CLOSE
GATEWAY ESTATE
PEMULWUY, NSW 2145
AUSTRALIA 
+61 438 059 284;

Please note this address does not have a “Drop Off” option.

5.  You are responsible for any damage which occurs during transit; and

6.  KARENGEE reserves the right to inspect and assess the nature of the defect in its sole discretion and may determine that the item is ineligible for a refund, repair, or replacement.  Any alterations will attract an additional charge.

KARENGEE reserves the right to reject the return of any merchandise that does not meet the terms and conditions in this policy, unless due to a manufacturing defect.

In the event that KARENGEE offers an exchange/replacement, delivery of the exchanged item may take up to 20 working days to dispatch because each garment is made to order.  You will be informed of an estimated delivery date wherever possible.

If you are offered KARENGEE eBoutique credit, the relevant credit will be applied to your eBoutique account once your return has been processed.  KARENGEE eBoutique credits are valid for 6 months and can be used for purchases via the KARENGEE eBoutique only.  You can check your KARENGEE eBoutique credit balance by logging on to your account. To use your credit you will have the option in the checkout on the payment step to use KARENGEE eBoutique credits.

Order cancellations, amendments / alterations

It is important that you check and confirm the specifications of your order before placing your order.  If you wish to make changes to the specifications of your order after it has been placed, please contact us.  Please note however that changes, amendments, or alterations will attract an additional charge.  The cost of any changes, amendments, or alterations will be notified to you and we will require payment of any additional charges in advance.     

For details of our standard alteration charges please see www.karengee.com.au.

Change of mind returns

We may offer an exchange or refund where there has, for example, been a change of mind subject to compliance with the conditions in this return policy. 

Other returns

If your item is faulty or defective, please return it to us promptly for assessment in accordance with the return conditions stipulated below. Any alterations that you request will attract an additional charge.

Manufacturing defects

Manufacturing defects are inherent defects in the item which have not been caused by KARENGEE.  KARENGEE may elect to return the item to the relevant manufacturer in order to determine the nature of the fault and seek appropriate redress. If the item has a manufacturing defect, we may offer a repair or replacement.  If you choose to have the item altered, additional charges will apply and will be notified to you.

Other defects

If we consider that the item is otherwise deemed to be faulty or not in accordance with the specifications of the relevant order, we may offer a repair or replacement.  In this regard, in view of the nature of the items, all specifications, drawings, and particulars of dimensions are approximate only.  KARENGEE is not under any duty to accept items returned by you.

Shipping costs

You agree to be responsible for paying for your own shipping costs for returning your item except where we consider that there is a manufacturing or other defect.  Shipping costs are non-refundable, and must be paid in advance.  Return shipping must be sent back to the KARENGEE within 14 days of receipt. Original shipping charges are non-refundable and charges for returned items are the responsibility of the customer.  KARENGEE takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer until received by KARENGEE.

Refunds

If we determine that you are entitled to a refund, your refund will be returned to the original payment method.  We may require that you comply with identification requirements before processing your refund.  We reserve the right to alternatively provide you with store credit.

KARENGEE Store Returns Policy

This is KARENGEE’s returns policy for items purchased in-store.  Please refer to KARENGEE’s separate returns policies if your item has been purchased from KARENGEE (1) online or (2) as a made to measure item. All items must be physically returned to us for assessment in accordance with the conditions set out below.

Return terms and conditions

The following terms and conditions apply to all returns:

1.  The item must be returned to the KARENGEE Boutique from which it was purchased with adequate proof of purchase and within 14 days of the original purchase date;

2.  The item must be in original and re-saleable condition, in original packaging, unworn, unwashed, undamaged, and unaltered, with original labels attached.  Where an item is damaged through misuse, neglect or abnormal use, we will not provide a refund, exchange or repair;

3.  You are responsible for any damage which occurs during transit; and
4.  KARENGEE reserves the right to inspect and assess the nature of the defect in its sole discretion and may determine that the item is ineligible for a refund, repair, or replacement.  Any alterations will attract an additional charge.

KARENGEE reserves the right to reject the return of any merchandise that does not meet the terms and conditions in this policy, unless due to a manufacturing defect.

In the event that KAREGEE offers an exchange/replacement, delivery of the exchanged item may take up to 20 working days to dispatch because each garment is made to order.  You will be informed of an estimated delivery date wherever possible.

Purchase cancellations, amendments / alterations

It is important that you check and confirm the specifications of your purchase before purchasing your item.  If you wish to make changes to your garment after it has been purchased, please contact us.  Please note however that changes, amendments, or alterations will attract an additional charge.  The cost of any changes, amendments, or alterations will be notified to you and we will require payment of any additional charges in advance.     

For details of our standard alteration charges please see www.karengee.com.au.

Change of mind returns

We cannot offer an exchange or refund where there has, for example, been a change of mind. 

Other returns

If your item is faulty or defective, please return it to us promptly for assessment in accordance with the return conditions in this policy. Any alterations that you request will attract an additional charge.

Manufacturing defects

Manufacturing defects are inherent defects in the item which have not been caused by KARENGEE.  KARENGEE may elect to return the item to the relevant manufacturer in order to determine the nature of the fault and seek appropriate redress. 

If the item has a manufacturing defect, we may offer a repair or replacement.  If you choose to have the item altered, additional charges will apply and will be notified to you.

Other defects

If we consider that the item is otherwise deemed to be faulty or not in accordance with the specifications of the relevant order, we may offer a repair or replacement.  In this regard, in view of the nature of the items, all specifications, drawings, and particulars of dimensions are approximate only.  KARENGEE is not under any duty to accept items returned by you.

Refunds

If we determine that you are entitled to a refund, your refund will be returned to the original payment method.  We may require that you comply with identification requirements before processing your refund.  We reserve the right to alternatively provide you with store credit.

Store credit

If you have requested and we have granted store credit, please note our KARENGEE Retail Boutiques and KARENGEE eBoutique are considered separate, meaning a KARENGEE eBoutique credit cannot be swapped for a KARENGEE Retail Boutique credit or vice versa.

GENERAL CONDITIONS APPLICABLE IN ALL CASES

Rejected returns

If a return is rejected by KARENGEE, we will notify you and you may either:

1.  Request that it be altered (for an additional charge, including delivery).  Please note that any such request will result in delayed delivery of the item to you;
2.  Pay for the item to be returned to you; or
3.  Confirm that the item may be destroyed. 

We reserve the right and you agree that we may destroy the item if we do not receive an adequate response from you within 14 days.

Privacy

You will be asked for relevant information in order for us to process your return.  If you do not provide this information, we may not be able to process your return.  Please refer to our privacy policy for further information about how your information will be handled.

Duties and taxes

KARENGEE is unable to refund duties and taxes for international orders that are returned. Depending on your location, you may be able to contact your local customs office directly for a refund. You may also be required to pay duties and taxes and it is your responsibility to do so.

Limitation of liability

To the extent permitted by the Australian Consumer Law and relevant state legislation, the sole obligation of KARENGEE is to use its best endeavours to provide the goods, or to repair the goods, or repair or replace (at the KARENGEE’s discretion) any part of the goods which is found to be defective and returned in accordance with this policy. KARENGEE will not be liable for any other claims or damages including, but not limited to, claims for faulty design, negligent or misleading advice, damages arising from loss or use of the goods, and any indirect, special or consequential damages or injury to any person, corporation or other entity.

If any Goods supplied under this agreement are supplied to the customer as a “consumer” of goods or services within the meaning of that term in the Australian Consumer Law (as amended) or relevant state legislation, the consumer will have the benefit of certain non-excludable rights and remedies in respect of the goods or services. Nothing in these terms and conditions excludes or restricts or modifies any condition, warranty, right or remedy which pursuant to the Australian Consumer Law or similar legislation is so conferred. If the product is a product not ordinarily acquired for personal, domestic or household use or consumption, under section 64A of the Australian Consumer Law and similar provisions of relevant state legislation, KARENGEE limits its liability to payment of an amount equal to the lowest of:

(i)                  the cost of replacing the goods or supplying equivalent goods;

(ii)                the cost of repair of the goods;

(iii)               the cost of having the goods repaired or replaced.

KARENGEE is not liable for default or failure in performance of its obligations resulting directly or indirectly from acts of God, civil or military authority, acts of public enemy, war, accidents, fires, explosions, earthquakes, floods, the elements, strikes, labour disputes, shortage of suitable parts, components, materials including ink, chemicals and paper, labour or transportation or any other cause beyond the reasonable control of KARENGEE.

Amendments

This Policy may be amended from time to time by KARENGEE, without prior notice. We recommend that you check the terms of KARENGEE’s returns policies (available online) before initiating any return.

 

 

Click here for more information about our alterations pricing schedule.

To find out more about our privacy policy and terms of use, please visit our terms page.