Refund policy

At Kollosche, we are committed to the quality of our products and the experience we deliver. Please read this policy carefully before making a purchase, as it outlines your rights and our obligations under Australian Consumer Law, as well as our policies regarding returns and exchanges.

Return eligibility, including whether an exchange is approved, is assessed in accordance with this policy.

Returns & Exchanges

We accept return and exchange requests within 14 days of delivery, provided all eligibility conditions outlined below are met.

  • To initiate a return or exchange, please contact leonardo@kollosche.com.au before sending any items back.
  • All return and exchange requests must be approved prior to returning an item
  • Unapproved returns will not be accepted.

Return Conditions

To be eligible for a return or exchange, all items must meet the following conditions:

  • Items must be unworn, unwashed and unused
  • All original tags and labels must be attached
  • Items must be returned in their original packaging (including poly bag)
  • Items must be in resellable condition, free from damage, wear or odour
  • Proof of purchase must be provided (order number or confirmation email)
  • Items that do not meet these conditions will be rejected and returned to the customer at their expense.

Exchanges

  • Exchanges are offered for sizing issues only, subject to approval and stock availability
  • Items must be returned within 14 days of delivery
  • Customers are responsible for return shipping costs should they apply
  • Replacement items will be dispatched once the original item has been received and approved
  • If your preferred size is unavailable, an exchange may not be possible.

Incorrect sizing or fit preference does not constitute a faulty item under Australian Consumer Law.

Faulty Items

If you believe you have received a faulty item, damaged item, misprint or an item that does not match your order, please contact leonardo@kollosche.com.au within 7 days of delivery.

You will be required to provide 2–3 clear photos showing the item and the fault or issue.

Faulty items will be assessed in accordance with Australian Consumer Law. Where a fault is confirmed, we will advise on the appropriate resolution, which may include a replacement or refund.

A product is not considered faulty due to:

  • Incorrect sizing or fit preference
  • Change of mind
  • Differences in appearance caused by lighting, photography or screen settings
  • Normal variations in colour, texture or print
  • Minor measurement variations within industry tolerances (approximately 1–3cm)

Non-Returnable Items

The following items are not eligible for return or exchange, unless deemed faulty under Australian Consumer Law:

  • Gift cards
  • Items marked as Final Sale
  • Clearance items
  • Socks, water bottles and other hygiene-sensitive items

Return Shipping

Customers are responsible for all return shipping costs

Original shipping fees are non-refundable

Return postage is not reimbursed

We strongly recommend using a tracked return service, as Kollosche is not responsible for items lost in transit.

Free Gifts with Purchase

If your order included a complimentary promotional gift and the qualifying item is returned, the free gift must also be returned unused and in its original packaging.

If the free gift is not returned, the full retail value of the gift may be deducted from any approved resolution.

Discount Codes

Discount codes must be applied at checkout. We are unable to apply discounts retrospectively or adjust pricing once an order has been completed.

Refunds or store credits will not be issued for discount codes that were not applied at the time of purchase. Promotional pricing cannot be reapplied once a promotion has ended.