WARRANTY & REFUND STATEMENT
We believe in everything we make.
We proudly guarantee all Kusaga Athletic products in their quality and performance. Sustainability is at the heart of every garment we make, and we believe that an important part of that is designing for durability.
Following our care instructions carefully is a sure way to extend the life of your product; however, eventual age and wear is to be expected as you travel, adventure and live in your Kusaga Athletic product. Please see examples below on warranty and non-warranty issues to best assess your case before proceeding.
If your Kusaga Athletic product has a defect in materials or workmanship during the practical lifetime of the product, a repair or online store credit will be offered at the discretion of Kusaga Athletic. We respect your judgment when assessing your product and will consider all warranty applications.
Please note: Our warranty program is only available within Australia. The warranty only applies to products purchased by original owner, and any items purchased from warehouse and sample sales are excluded from eligibility. Warranty timelines differ depending on the complexity of repair and the season of request.
Defects in materials such as zippers, buckles and fabrics, as well as defects in workmanship such as seams, seam tape and construction.
To apply for a warranty, please send an email to firstname.lastname@example.org with "Warranty Application" in the subject line and include the following information:
-Style name, color and size of product
-Proof of purchase/Receipt/When and where item was purchased
-Brief description of the issue/occurrence
-Several photos of the damaged area and intact inside care labels
-Contact name, phone number and Australian address
We will assess your application and respond with warranty or non-warranty status within 2-3 business days.
If your Kusaga Athletic product experiences damage from normal wear and tear, overuse, misuse or neglect, these cases do not qualify for warranty.
Rips and tears, fabric fading, abrasions on well-worn areas and general breakdown of the materials over time. Please note: Wear and tear is damage that naturally and inevitably occurs as a result of normal use.
Return an unwanted item
At Kusaga Athletic we understand that you might change your mind about the products you have purchased after you receive them. No sweat! Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Additional non-returnable items:
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please don't stick any pesky tape or labels to the original packaging otherwise we won't be able to accept it back.
To complete your return, we require a receipt or proof of purchase.
Once that’s all sorted, you can follow the steps here.
Return a wrong item
If we have accidentally sent you the wrong item, we apologise!
Please contact us and one of our team will sort it out for you.
If you attach a picture of the item this will enable us deal with your case promptly.
Return a faulty item
If an item is faulty then it will need to be returned to us for a full inspection, to ensure it is covered by warranty.
All used items must be cleaned before returning to us. We cannot deal with any dirty items, and they will be returned to you.
To return a faulty item, please follow the procedure below:
We advise that you contact our customer service team if you are unsure of the warranty period of your item, and to ensure the value of the product is worth the return cost. You can contact our Customer Service agents through the contact us.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged.
We have listed some of our FAQ’s below:
Can I exchange for a different product?
No, you can only exchange like-for-like, meaning the same product in a different size/colour option.
If I request an exchange will you reserve the stock?
Opting for an exchange does not reserve stock. If you request an exchange and the product becomes out of stock while your item is on its way back to us we will process a refund back to your original payment method.
Can I get an advance replacement?
No, if you require a replacement item in advance you’ll need to place a new order for the required item and opt for a refund when creating your return order.
A product is nearly out of stock and I want an exchange, what should I do?
We would recommend placing a new order for the required item and opting for a refund as we cannot reserve stock.
Can I exchange a gift that was bought for me?
Yes, if you fill in our gift returns form you can opt for a like-for-like exchange or a gift voucher refund.
None of the above
If none of the above situations apply to your case, please contact us along with full explanation of the issue.
If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: PO Box 1100, Dee Why New, South Wales Australia 2099.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
To return your product, you should mail your product to: Attn: Customer Service - PO Box 1100, Dee Why, New South Wales Australia 2099.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.