Refund policy

Return & Refund Policy

Last updated: 21 September 2026

At Klonnor Mounther, we want you to feel confident when shopping with us. This Return & Refund Policy explains how returns, exchanges and refunds are handled, including your rights under the Australian Consumer Law (ACL).

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Consumer guarantees may apply where, for example, an item:

is faulty or defective;
is unsafe;
is not of acceptable quality;
does not match its description;
is significantly different from a sample, image or demonstration model;
is not fit for its usual purpose; or
is not fit for a particular purpose that was made known to us before purchase.

These rights apply independently of our voluntary change-of-mind returns policy below.

Change-of-Mind Returns

In addition to your rights under the Australian Consumer Law, Klonnor Mounther offers change-of-mind returns within 30 days of delivery.

To qualify for a change-of-mind return, the item must:

be unworn, unused and unwashed;
be in its original condition;
have all original tags attached where applicable; and
be returned with any original packaging where reasonably applicable.

You will also need to provide proof of purchase or sufficient information for us to locate your order.

We reserve the right to decline a change-of-mind return if the item shows signs of wear, washing, damage, alteration, misuse or other use beyond what is reasonably necessary to inspect the item.

The conditions in this section apply only to voluntary change-of-mind returns. They do not limit your rights for faulty or defective products under the Australian Consumer Law.

How to Request a Return

To request a return, please contact us at:

costumer@klonnormounther.store

Please include:

your full name;
your order number;
the item or items you wish to return;
the reason for the return; and
photographs or other information where the item is damaged, faulty or incorrect.

Please do not send a product back before contacting us and receiving return instructions.

Faulty, Damaged or Incorrect Items

Please inspect your order after delivery.

If you believe an item is faulty, damaged, defective, unsafe, incorrectly supplied or materially different from its description, please contact us as soon as reasonably possible so that we can assess the issue.

We may request photographs, videos or other reasonable information to help assess the product.

A product does not need to be in its original packaging for you to exercise rights that apply under the Australian Consumer Law.

Our voluntary 30-day change-of-mind period does not impose a 30-day limit on claims relating to consumer guarantees under the Australian Consumer Law.

Major Problems

If a product has a major failure under the Australian Consumer Law, you may generally choose between:

rejecting the product and receiving a refund; or
rejecting the product and receiving a replacement of the same type and similar value, where reasonably available.

A major failure may include circumstances where:

a reasonable consumer would not have purchased the product had they known about the problem;
the product is significantly different from its description, sample or demonstration;
the product is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time;
the product is unfit for a purpose you told us about and cannot easily be fixed within a reasonable time; or
the product is unsafe.

You may also have rights to compensation for reasonably foreseeable loss or damage resulting from a failure to comply with a consumer guarantee.

Minor Problems

Where a problem is not a major failure and can be remedied, we may choose an appropriate remedy in accordance with the Australian Consumer Law.

Depending on the circumstances, this may include:

repairing the product;
replacing the product; or
providing another appropriate remedy.

The remedy must be provided within a reasonable time.

If we cannot or do not remedy the problem within a reasonable time, you may have additional rights under the Australian Consumer Law.

Returns for Size or Fit

If you ordered an incorrect size or would prefer another size, you may request a return or exchange under our change-of-mind policy within 30 days of delivery.

Items must meet the change-of-mind return conditions described above.

Availability of replacement sizes cannot be guaranteed.

If your sizing concern results from an item being incorrectly labelled, incorrectly supplied or materially different from the sizing or description provided on our website, your rights under the Australian Consumer Law may also apply.

Sale and Promotional Items

Sale, discounted and promotional items may be returned under our change-of-mind policy where they otherwise satisfy the eligibility requirements of this policy, unless clearly stated otherwise at the time of purchase.

Regardless of any promotional or sale condition, your rights under the Australian Consumer Law continue to apply to faulty, defective or incorrectly supplied products.

We will not refuse a remedy required under the Australian Consumer Law merely because an item was purchased on sale or as part of a promotion.

Return Shipping

Change-of-Mind Returns

For voluntary change-of-mind returns, the customer is responsible for the cost of returning the item unless we agree otherwise.

We recommend using a tracked shipping service and keeping proof of postage until your return has been processed.

Original delivery charges are generally not refundable for a change-of-mind return, except where required by law.

Faulty, Damaged or Incorrect Products

If we confirm that a product has a problem covered by the Australian Consumer Law, we will reimburse reasonable return postage or transportation costs where required under Australian law.

Where a product cannot reasonably be returned because of its size, weight, nature of the fault or method of installation, we will arrange collection where required by law.

Refunds

Once a return has been received and assessed, we will notify you of the outcome.

Where a refund is approved, it will generally be issued to the original payment method.

The time it takes for the funds to appear in your account may depend on your bank, card issuer or payment provider.

Where the Australian Consumer Law gives you the right to choose a refund for a major failure, we will not require you to accept store credit instead.

Exchanges

Where eligible, we may offer an exchange for another size, colour or item, subject to stock availability.

If the requested replacement is unavailable, we will discuss the available options with you.

Nothing in this exchange process limits any right to a refund or replacement that you may have under the Australian Consumer Law.

Proof of Purchase

We may request reasonable proof of purchase before processing a repair, replacement, refund or other remedy.

Proof of purchase may include:

an order confirmation;
an order number;
an email receipt;
a payment record;
a credit or debit card statement; or
other reasonable evidence showing that the item was purchased from Klonnor Mounther.

Items That Have Been Misused or Damaged

Consumer guarantees may not apply where a problem was caused by misuse, abnormal use, accidental damage or failure to take reasonable care of the product after purchase.

Similarly, a customer is generally not entitled to a remedy for a problem that was clearly disclosed before purchase and accepted by the customer.

This does not affect rights relating to any different or undisclosed problem with the product.

Order Cancellations

If you wish to cancel or modify an order, please contact us as soon as possible.

We will make reasonable efforts to assist, but once an order has entered processing or has been dispatched, we may be unable to cancel or modify it.

Where cancellation is unavailable, you may still be able to return the product after delivery in accordance with this policy and your rights under Australian law.

Refused or Unclaimed Deliveries

If an order is refused, not collected or returned to us because of an incorrect or incomplete address supplied by the customer, we may contact the customer to arrange redelivery or another appropriate solution.

Any deductions or additional charges will only be applied where permitted by law and will not affect rights arising from a faulty, defective or incorrectly supplied product.