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Shipping & Returns

ORDERING ONLINE AND SHIPPING FEES

At the end of the ordering process, you are invited to click on the ‘Check Out’ button, which will confirm your order. Please be mindful that if you have an active discount code it needs to be entered and applied correctly to your cart. No partial refunds will be actioned if missed

Once your order has been transmitted to us, you will receive, by return email, an order confirmation.

The data registered by our website in respect of an order will be conclusive proof of the whole of the transactions conducted between us and its customers. In the event of a dispute between us and its customer about an order made on the website, the data registered by our website will be conclusive proof of the details of the transaction. If you do not receive a confirmation email within 24 hours of placing your order please contact info@kusculture.com.

When your order has been dispatched you will receive another email with the estimated time of delivery.

   

AUSTRALIAN ORDERS

  • Standard domestic shipping is FREE for orders $60 and over. If under, a flat rate of $8 will be applied at checkout.  
  • It is suggested that customers provide a delivery address where a person will be available to accept your delivery between 9 – 5pm. Otherwise your parcel will be re-directed to the nearest post office / depot for collection.
  • All orders are dispatched by the next business day and delivered within 2-8 business days.

 

INTERNATIONAL ORDERS (ONLY NEW ZEALAND AT THE MOMENT)

  • Standard international shipping is FREE for orders $100 and over. If under, a flat rate of $20 will be applied at checkout.
  • It is suggested that customers provide a delivery address where a person will be available to accept your delivery between 9 – 5pm. Otherwise your parcel will be re-directed to the nearest post office / depot for collection.
  • All orders are dispatched by the next business day and delivered within 5-14 business days, depending on your location.

     

    30 DAY-USAGE MONEY BACK GUARANTEE

    Not sure if our hair care is right for you? We totally understand. In fact, we’re so confident our hair care will improve your hair health within 30 days of use, that we’re backing it with a 30-day money-back guarantee! You read correctly, if you’re not happy with any of our hair care products which are: hair serum, heat protect spray, hair mask and curl cream, we will refund you 100% of your money.

    To initiate please email info@kusculture.com with your order number, email used for purchase and a brief description of the product you’re not happy with and why.

    Shipping costs are non-refundable, and refunds can only be issued to the method that was used to pay for the initial order. Product(s) must be date-stamped returned to us within 35 days (this allows for delivery) from the delivery date and you will need to pay for your return postage. We recommend using a tracking service / opt in to avoid anything getting lost.

    We may, from time to time, run promotions where certain hair care products, or a combination of products, are offered for sale at a discounted price or free of charge. All such promotional items are subject to availability while stocks last and are not valid for refund when received by you free of charge, or where the discount, if applicable, was 20% or greater.

     

    REFUND POLICY

    If in any case you have purchased our product from somewhere else including our stockists, we are not liable for any damaged or faulty goods. Nor are we liable for any returns.

    We do not offer returns for 'change of mind' or 'used products'. Please keep this in mind when purchasing. 

    If your order is being 'returned to sender' for reasons such as; not being picked up from post office, change of address before delivery, you will be required to pay for delivery or abandon your order. No refund will be issued. 

    We do offer a replacement of products if the products have been damaged in delivery. This would apply to a damaged pump or dispenser. We require that you document it with photos, same day as delivery, and send an email to info@kusculture.com with your order number, full name and photo documents. A review will be made, and we will email you back our next actions. 

    If you have any queries regarding your delivery, refund or return please contact us by emailing info@kusculture.com

      

    GIFT CARDS

    • At the checkout, choose whether you would like the gift voucher code sent to you or the recipient. Gift vouchers will be emailed to the provided email address. If you can’t find your voucher, please check your spam/junk mailbox.
    • Please allow 1 business day for your voucher to be emailed.
    • All gift vouchers are valid for a period of 12 months from the date of purchase and cannot not be extended.
    • All gift vouchers are non-refundable. Treat your gift voucher like cash, as we are unable to refund or replace vouchers if lost.
    • When it comes time for the recipient to use their voucher, they must simply choose the product they want then add the coupon code in the checkout.
    • If they don’t use the whole voucher, the remaining amount can be used for another purchase.
    • If the total amount of their order is greater than the amount of the voucher, they will be required to pay the remaining amount via credit card or PayPal.

    PROBLEMS WITH DELIVERY

    You should check that your shipment is correct on delivery. If there are any discrepancies in your order when the products are delivered to you, you should note the nature of the discrepancy if possible, on the delivery notice, and sign the notice. If there is a problem with the package inside, we require that you document it with photos and send to info@kusculture.com for further investigation.

    If the products have been damaged in delivery, we require that you document it with photos, same day as delivery, and send an email to info@kusculture.com with your order number, full name and photo documents. A review will be made in 48 hours, and we will email you back our next actions. 

    Please see 'Returns Policy’ section of these Sale Terms and Conditions.

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