Refund Policy
If you are not completely satisfied with your order, you may return it within 14 days of receiving your order and will be issued an Online Store Credit or Refund for the paid value of the item/s returned (excluding postage) as outlined below.
How to return an item - Change of Mind
Returns for Store Credit
Returns classified as change of mind must be returned in original condition:
- In saleable condition; in their original packaging with tags intact
- Unwashed, unworn and undamaged
Please return your item/s along with the attached Returns Form
Return items that are not received as per the guidelines and item/s that are out of our exchange period and returned to us without authorisation will automatically be charged an ineligible item return fee of $15 AUD. This will be deducted from your Credit Note.
Please take care when trying on your order to not get makeup, deodorant or perfume on the garment as this can affect the eligibility of your return.
On the rare occasion that a return is rejected, the decision is final and is non-negotiable.
Kenz & Lou do not cover the cost of return postage.
We STRONGLY recommend that you choose a traceable delivery service for your return. Please keep a record of the tracking number in case your parcel is Lost In Transit. Kenz & Lou ARE NOT held responsible for any returns that go missing in transit.
Please send returns and completed returns form to:
Kenz & Lou
Shop 2/10 Beverley Ave Warilla 2528
Please Note: Postage will not be reimbursed by Kenz&Lou unless otherwise stated.
Online credit notes have an expiry date of three months from activation.
Returns for Refund
We offer refunds strictly on full priced items only.
Items purchased during any promotions qualify for STORE CREDIT only, this includes FREE SHIPPING promotions and use of discount codes.
Returns classified as change of mind must be returned in original condition:
- In saleable condition; in their original packaging with tags intact
- Unwashed, unworn and undamaged
Please return your item/s along with the attached Returns Form.
Return items that are not received as per the guidelines and item/s that are out of our exchange period and returned to us without authorisation will automatically be charged an ineligible item return fee of $15 AUD. This will be deducted from your refund.
Please take care when trying on your order to not get makeup, deodorant or perfume on the garment as this can affect the eligibility of your return.
On the rare occasion that a return is rejected, the decision is final and is non-negotiable.
Kenz & Lou do not cover the cost of return postage.
We STRONGLY recommend that you choose a traceable delivery service for your return. Please keep a record of the tracking number in case your parcel is Lost In Transit. Kenz & Lou ARE NOT held responsible for any returns that go missing in transit.
Please send returns and completed returns form to:
Kenz & Lou
Shop 2/10 Beverley Ave Warilla 2528
Please Note: Postage will not be reimbursed by Kenz & Lou unless otherwise stated.
As we're a small team returns are processed once a week, so please allow up to 7 days for your return to be processed.
You will be refunded by the same method with which you paid, excluding the original shipping charges. All postage costs for refunded items is the responsibility of the customer.
Can I return a sale item?
Sale items are discounted to clear. Please choose carefully as we don't accept returns for sale items for change your mind.
Under Australian Consumer Law, we are not required to provide a refund or replacement on final sale items if you change your mind. This includes a change of mind with regards to colour, size and fit.
We do not accept returns on any sale items/ or flash sale items, discount codes or frenzy sales.
If you return a sale item or an item that is out of our exchange period to us without authorisation, you will automatically be charged an ineligible item return fee of $15 AUD. This will be deducted from your Credit Note issued.
What classifies as a fault?
Faulty garments must be faulty by manufacture. For example a button that pops off or a seam coming undone may be classified faulty by manufacture. A worn item with makeup stains or a garment damaged as a result of failing to follow the recommended care instructions may not be classified as faulty by manufacture and may be found unsuitable for our faulty returns process.
All faulty returns will be reviewed by our team to determine the classification of the fault.
I've received a faulty item. What do I do?
All items at Kenz & Lou are initially quality controlled, however sometimes faults can slip through. If you have received a faulty product please contact us at hello@kenzandlou.com.au with a description and photo of the fault within 14 days of receiving your order.
If an item is deemed faulty, we will cover all postage costs to return the item to us and will replace it with an identical item whenever possible. If you do not want a repair or replacement for a minor fault, then this will be considered a change of mind and a store credit will be issued. The only time we will offer a refund, is if we cannot repair, replace the faulty garment with the identical original purchase or the fault is major as per Australian Consumer Law.
If you are unsure about your item/s, please contact us at hello@kenzandlou.com.au. We will try our best to answer any questions you may have.
Incorrect or incomplete orders
On the rare occasion that you receive an incomplete or incorrect order we ask that you contact us at hello@kenzandlou.com.au with a description and image of your package ASAP. Once we have received your email, we will contact you to correct the error at no cost to you.Please check your cart thoroughly before checking out as we cannot alter your order once it has been placed. This includes address and item/size.
Competitions/Social Media Promotions
Any items won in any of our competitions are not able to be exchanged, refunded or changed. All competition winners must contact us within 24hrs of the competition being drawn, failure to do so will result in a re-draw. The prize is not redeemable for cash, not transferrable to another person or date and must be redeemed within one month or as per the competition rules – otherwise it becomes void. Discounted items or social media promotions/sales will be sent via standard post. Please choose carefully and contact us with any size queries before purchase if you are unsure.Damaged Items
We take great care in packaging your goods safely. In the unfortunate event that your items are damaged in transit through Australia Post, we cannot accept responsibility. All complaints are to be forwarded directly to Australia Post.Product Colour Discrepancies & Portrayals
Every effort is made to portray items accurately. Please be advised all computer screen colour settings vary and can affect the way products appear on the viewing monitor. We can not be held responsible for any colour discrepancies. We will make every effort possible to display our products as clearly and accurately as possible.
Failure to Collect or Return to Sender
If you fail to collect your parcel or return your order with "Return to Sender" noted on your parcel, you will receive a Online Credit Note for the value of your order less a $25 fee as this is how much Australia Post/Couriers Please charge for parcels returned to us this way.Recommended Care Instructions
All garments are delicate and may be damaged if not cared for correctly. Care instructions can be found in the description of each product. If you are still unsure of the care instructions, we recommend to COLD HAND WASH only.