Shipping & Returns

 

SHIPPING FEES

We endeavour to dispatch orders from our warehouse within 1-2 business days, however during public holiday periods and sales this may take slightly longer. Once your goodies are dispatched and on their way to you, you will receive a shipping notification via email, with your tracking number.

AUSTRALIAN ORDERS 

  • Standard flat rate of $9 for orders below $99
  • FREE standard shipping for all orders over $100.
  • It is suggested that customers provide a delivery address where a person will be available to accept your delivery between 9am – 5pm. Otherwise your parcel will be redirected to the nearest post office / depot for collection.
  • All Australian online orders via standard shipping, are shipped via Australia Post and anticipated to be delivered within 3-7 business days for QLD, VIC, NSW and 7- 10 business days for SA, WA, TAS, NT & ACT

INTERNATIONAL ORDERS (NEW ZEALAND only)

We use Australia Post standard shipping on all international orders.

CUSTOMS/DUTIES:

All customs charges and taxes are payable by the receiver. Kus Culture® is NOT responsible for any charges incurred for receiving orders Internationally. These fees are not included in the cost of your order or shipping charge. Kus Culture® does not offer refunds to customers for failure to pay duties and taxes associated with their order.

AUSTRALIAN GST:

The retail prices charged on our online store are the same AUD currency and amounts for both domestic and international orders. Orders outside Australia do not reflect any Australian GST.

USA SHIPPING COSTS: (currently disabled) 

  • Flat rate of AUD25 for orders below AUD199
  • FREE shipping for all orders over AUD200
  • It is suggested that customers provide a delivery address where a person will be available to accept your delivery between 9am – 5pm. Otherwise your parcel will be redirected to the nearest post office / depot for collection.

NEW ZEALAND SHIPPING COSTS:

  • Flat rate of AUD25 for orders below AUD119
  • FREE shipping for all orders over AUD120
  • It is suggested that customers provide a delivery address where a person will be available to accept your delivery between 9am – 5pm. Otherwise your parcel will be re-directed to the nearest post office / depot for collection. 

DELIVERY

In the event you have incorrectly entered your address, please reach out to info@kusculture.com to update. As all orders and shipping labels are automated, we cannot guarantee that our online orders team will be able to intercept the order prior to it being dispatched but will try our best.

Please ensure the correct post codes are entered and if you are in an office building, please add your company name to avoid your package being sent back to us.

Kus Culture® will not be held responsible for incorrect details entered at the time of ordering online, including an incorrect delivery address.

All orders received will be dispatched within 1-2 business days, for standard delivery. (Depending on stock availability and/or order confirmation). Orders are processed and shipped on working days only (Monday through Friday, excluding public holidays). If you are not there for delivery of your order, Australia Post will leave a notice for collection card with details of how to collect your delivery, unless you have changed your receiving information, via the tracking Australian Post website, which states they can leave the delivery at your door. To ensure secure and undamaged delivery of your order, our delivery company will not be able to leave your order hidden at the address. 

For delivery to some rural and semi-rural areas Australia Post has restricted delivery operations and no capability to deliver with signature. A card will also be left with pick up details. To ensure that there are no mistakes with addresses and to check that our delivery company has all the correct details, please check that all shipping information is correct.

Please ensure that delivery details are double checked before checkout as our system is an automatic dispatch system and orders cannot be amended once placed. 

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.

RE-DIRECTION OF PARCELS

We are unable to redirect orders once products have been dispatched.

 

RETURNS AND REFUND POLICY

At Kus Culture®, we take great care to ensure every product reaches you in perfect condition. We stand by the quality of our formulations and are committed to delivering an  exceptional experience every time you shop with us.

In accordance with Australian Consumer Law, we are pleased to offer a replacement or  refund for any unopened and unused item(s) that are found to be faulty. Where required by law, we will meet our obligations under the ACCC or similar legislation, which may include providing a replacement (subject to stock availability) or issuing a refund once the faulty item has been returned and assessed.

How to Request a Return

If you believe your item is faulty, please follow the steps below:
1.    Contact Us:
Email info@kusculture.com with your order number, a detailed description of your concern, and any supporting photos. Our team will review your request and confirm whether it meets the criteria for a return.
2.    Return Your Item(s):
If approved, please return your item(s) to:
PO Box 703, Edge Hill QLD 4870, Australia.
Return shipping costs are the responsibility of the customer. Kus Culture® does not reimburse return postage expenses.
3.    Assessment and Notification:
Once your returned item(s) are received, we will inspect them and notify you by email of the outcome — whether your refund or replacement has been approved or declined.
4.    Refund or Replacement Processing:
If approved, your refund or replacement will be processed within 7 business days. Refunds will be issued to the same payment method used for the original purchase.

Exclusions and Limitations

Please note that we are unable to accept returns or assume liability for damaged or faulty goods in the following circumstances:
•    If the product was purchased through a third-party retailer or stockist.
•    If there are visible signs of misuse, damage, or alteration.

We do not offer refunds or returns:
•    For change of mind, free gifts, promotional products, or where the discount applied was 20% or greater.
•    For undelivered or returned-to-sender orders resulting from reasons such as an incorrect delivery address, failure to collect from the post office, or other circumstances outside our control. In such cases, you may be required to pay for redelivery or forfeit the order.

Incorrect Items Received

If you have received the wrong item, please take a clear photo of the order as it arrived and email info@kusculture.com immediately. Our team will guide you through the process to ensure the correct product is sent to you promptly.

At Kus Culture®, we value your trust and satisfaction. Our goal is to ensure every experience with us is positive and effortless — from purchase to results.

 

90 DAY MONEY BACK GUARANTEE

At Kus Culture®, we take great pride in the quality and performance of our hair-care products. Your satisfaction is our priority, and if our products don’t meet your expectations, you may be eligible for a refund under our 90-Day-Money-Back Guarantee.

Eligibility Criteria:
•    The guarantee is valid for 90 days from the date of purchase.
•    Products must have been used in accordance with the directions provided in the “How to Use” section on our website or packaging.
•    Any unused portion of the product must be returned to us, with return shipping costs covered by you.
•    Please provide clear reasons and supporting evidence (such as photos or a written explanation) demonstrating that the product did not perform as intended.
•    Once your return has been received and reviewed, we will advise whether your refund has been approved or declined.
•    If approved, your refund will be issued to the same payment method used for the original purchase.

Promotional Products:
From time to time, we may offer certain hair-care products, or combinations of products, at a discounted price or free of charge as part of a promotion. All promotional items are subject to availability while stocks last and are not eligible for a refund if received free of charge or purchased at a discount of 20% or greater.

Please note that shipping costs are non-refundable, and we recommend using a trackable delivery service for all returns to ensure safe and documented receipt.

We are committed to ensuring you feel confident in every purchase. If your experience falls short of expectations, we’ll do everything we can to make it right.