Refund policy
Refund & Returns Policy Last updated: June 20, 2026
Change of Mind We do not accept returns or offer refunds for change-of-mind purchases. Please choose carefully before completing your order.
Faulty, Damaged or Incorrect Items If your item arrives faulty, damaged, or not as described, please contact us within 14 days of receiving your order at support@koxely.com.au with:
- Your order number
- A description of the issue
- Photos of the item and packaging
We will assess your claim and, where applicable, offer a replacement, store credit, or refund at our discretion.
Australian Consumer Law Our products 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.
International Orders For international orders, return shipping costs are the responsibility of the customer unless the item is confirmed faulty or incorrect. We cannot be held responsible for items lost in transit.
Processing Time Once your claim is approved, please allow up to 10 business days for any refund to appear in your account depending on your payment provider.
Contact Us For any refund or return enquiries, please contact us at support@koxely.com.au