Refund policy

We stand by what we sell. This policy covers returns, refunds and cancellations. How we deliver, and what happens if something arrives damaged, is covered in our Shipping & Delivery Policy.

Your rights under the Australian Consumer Law

Our goods 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 you choose which;
• compensation for any other reasonably foreseeable loss or damage;
• a repair or replacement if the goods are not of acceptable quality and the failure is not major.

These rights apply regardless of anything in this policy.

Faulty, damaged or incorrect items: we arrange the pickup

If a product is faulty, damaged in transit, not what you ordered, or fails within the warranty period, contact us and we arrange and pay for collection. You will never need to freight a fridge back to us yourself, and you are not out of pocket.

We will repair, replace or refund in line with your rights above. Every product carries a minimum 2-year Australian warranty, applying in Australia and New Zealand, with replacement parts supplied at no charge within the warranty period.

Change of mind: 180 days

If you simply change your mind, you have 180 days from the date of purchase.

What you get back depends on the condition the product comes back in:

• Unopened, in its original box and packaging: a 10% restocking fee. This is the one to aim for, so hold onto the carton until you are sure.
• Unboxed but otherwise as new: a 25% restocking fee. The product must be undamaged, unused and complete, with all parts, keys and manuals.

In both cases return shipping is yours to arrange and pay for, using a trackable service, and the original delivery fee is not refunded. The restocking fee covers handling, inspection and administration.

Refunds are processed to the original payment method once the goods are received and inspected.

You have a duty of care for the product while it is with you. If it comes back damaged, we will charge the cost of returning it to saleable condition, and where a repair is not economic we cannot refund it.

Custom-branded or made-to-order products

Because they are made for you, custom-branded and made-to-order products cannot be returned for change of mind once production has begun.

If a custom product arrives faulty, damaged or not as described, we will repair, replace or refund it in line with your rights under the Australian Consumer Law.

Custom Design Work

Where we produce artwork for your order, meaning layout, colour-matching, panel mapping, or a mockup, a design fee of $100 (including GST) applies if you cancel before approving the final print files. The fee is deducted from your refund and the balance is returned in full.

The design fee does not apply where:

• you supply complete print-ready artwork to our template and we produce no artwork of our own;
• we have not started artwork on your order;
• you decline a revised freight quote under our Shipping Policy; or
• we cancel because we cannot supply the product, or because of an error on our part.

Once you approve the final print files, production begins and the order is no longer refundable for change of mind. Nothing in this clause limits your rights under the Australian Consumer Law.

Cancelling an order

If your order has not yet been dispatched, you can cancel it for a full refund, less the design fee described under Custom Design Work above where we have produced artwork for you.

If your order has already shipped or is in transit, the change-of-mind terms above apply: the restocking fee for the condition it comes back in, plus the original delivery cost and any return delivery fees, deducted once the product is back with us.

To cancel, contact us straight away at support@kingcave.com.au.

How to return an item

• Contact us with your order number and the reason for the return, and photos if something is wrong with the product.
• Once approved, we will give you the return address of the nearest warehouse, or book the collection ourselves if the item is faulty.
• For change-of-mind returns, use a trackable service. We cannot be responsible for a return that is lost in transit without tracking.
• Once it arrives and is inspected, we process your refund and confirm it by email.

Late or missing refunds

If you have not received a refund 10 business days after we told you it was processed:

• check your bank or credit card statement again;
• contact your bank or card provider, as their processing times vary;
• if it still has not appeared, contact us and we will chase it.

If we cannot sort it out

Contact us first at support@kingcave.com.au and we will work it through with you. If you are still not satisfied, you can contact the Australian Competition and Consumer Commission at accc.gov.au, or the consumer affairs or fair trading body in your state or territory.