Refund policy

Returns & Refunds Policy

At KingCave, we stand by the quality of our products and want you to feel completely confident with every purchase.

Your Rights Under Australian Consumer Law (ACL)

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.
  • Compensation for any other reasonably foreseeable loss or damage.
  • A repair or replacement if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply regardless of this store policy.

Change of Mind Returns

  • The return request is made within 180 days of the original purchase date.
  • The item is brand new, unopened, and in its original box and packaging.
  • Return shipping is the customer’s responsibility. The customer must arrange and pay for safe return using a trackable service.
  • The original delivery fee and return shipping cost are non-refundable.
  • A 10% restocking fee applies to cover handling, inspection, and administration.

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

Custom-Branded or Made-to-Order Products

Due to their personalised nature, custom-branded or made-to-order products are not eligible for return or refund for change of mind once production has begun.

If a custom product arrives faulty, damaged, or not as described, we will provide a repair, replacement, or full refund in accordance with your rights under Australian Consumer Law.

Custom Design Work

Where we produce artwork for your order — 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.

Order Cancellations

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

If your order has already been shipped or is in transit:

  • A 10% restocking fee will apply.
  • The original delivery cost and any return delivery fees will be deducted from your refund once the product is returned in brand new condition.

How to Return Your Item

  1. Contact us to request approval. Once approved, we’ll provide the return address of the nearest warehouse.
  2. Use a trackable shipping service. King Cave is not responsible for lost or untracked parcels.
  3. Once received and inspected, your refund will be processed and confirmed via email.

Late or Missing Refunds

If you haven’t received your refund after 10 business days from notification:

  • Recheck your bank or credit card statement.
  • Contact your bank or card provider, as processing times may vary.
  • If the issue persists, please contact our support team for assistance.