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.

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 over $60. If under, a flat rate of $10 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 2-6 business days.

 

INTERNATIONAL ORDERS (REST OF THE WORLD)

  • Standard international shipping is FREE for orders over $80. 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.

 

RETURNS POLICY

Our products are only sold on our website and are exclusive to us. If in any case you have purchased our product from somewhere else, we are not liable for any damaged or faulty goods. Nor are we liable for any returns.

If you do not wish to keep a product ordered on our website, (‘change of mind’), you may return new and unused items within 14 days of the date of receipt. We will refund the purchase cost of the product(s) minus shipping and handling changes. Items must be returned in their original condition; no refund can be made for products that have been used. Please note that only new and unused products purchased from our website will be accepted for return.

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

 

30-DAY MONEY-BACK GUARANTEE

Kus Culture™ offer a 30-day money-back guarantee! Yes you read correctly.. we will happily give you your money back if you are not satisfied with any of our product range excluding hair care tools (1) , purchased from our on-line website.

All we ask is that you try our products for a 30 full days. If you are not completely satisfied after trying for a full 30 days, you will have 10 days to send the product back to us (at your own cost). Please follow these steps for a dissatisfied refund: 
  • Use products for 30 full days
  • Have 10 days after the 30 day trial to get the products back to us (at own cost)
  • Products must be in original packaging and undamaged
  • Refunds can only be issued to the method that was used to pay for the order
  • Only items returned can be refunded

 To initiate return:

  • Email us at returns@kusculture.com
  • Please quote your original purchase order number and email used when order was placed
  • Please give us a reason why you we’re unhappy with our product so we can make things right ! We value all feedback.

After your email has been sent, we will review within 24 hours and get back to you with detailed instructions on how to return your item for a refund.

Note (1) excluding Wooden Combs and Tangle Tamers.

 

DELIVERY

All orders received will be dispatched the next working day 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.

 

RE-DIRECTION OF PARCELS

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

 

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 recommend that you document it with photos and send to info@kusculture.com for further investigation.

If the products do not conform to your order or you are not satisfied with them, you may return them, exchange them or request a refund in accordance with the provisions set out in the ‘Returns – Exchanges – Refunds’ section of these Sale Terms and Conditions’.

 

WARRANTY CLAIM

Your products should be free from defects. If your product is defective, please provide us with documented photo proof to info@kusculture.com and we will happily replace it free of charge. Refunds will not be considered.