Refund policy

Refund and Returns Policy

Last updated: 04.05.2026

At Kooshl, we want you to love your Kooshl-Time™. If you don't, we're here to make it right.

YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

Our products 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights are in addition to the satisfaction guarantee described below.

OUR 30-DAY SATISFACTION GUARANTEE

We offer a 30-day satisfaction guarantee on all Kooshl products purchased through kooshl.com.au. If you're not completely happy with your purchase, you can return it within 30 days of delivery for a full refund of the product price.

You can return your Kooshl product even if you've used it. We just ask that it's in clean, resalable condition with original packaging where possible.

WHAT'S COVERED
- Kooshl Glow (all variants)
- Offline Mask
- Kooshl bundles

WHAT'S NOT COVERED
- Gift cards
- Items damaged by misuse, accident, or unauthorized modification
- Items returned more than 30 days after delivery (except where Australian Consumer Law applies)

WHO PAYS RETURN SHIPPING

For change-of-mind returns under our satisfaction guarantee, you cover return shipping. We recommend tracked shipping, as we cannot refund items lost in transit back to us.

For faulty or damaged items, we cover return shipping in full.

HOW TO INITIATE A RETURN

1. Email us at support@kooshl.com within 30 days of delivery
2. Include your order number and reason for return
3. We'll respond within 2 business days with a return address and instructions
4. Ship the item back using a tracked service
5. Once we receive and inspect your return, we'll process your refund within 5 business days

REFUNDS

Refunds are issued to your original payment method (card, PayPal, Afterpay, Zip). Depending on your bank, refunds may take 5-10 business days to appear in your account after we process them.

Original shipping costs are refunded only if your return is due to our error or a faulty product.

FAULTY OR DAMAGED ITEMS

If your Kooshl product arrives damaged or develops a fault, please contact us at support@kooshl.com with:
- Your order number
- A description of the issue
- Photos or video showing the problem

We'll assess the issue and offer a repair, replacement, or refund based on the nature of the fault, in line with the Australian Consumer Law.

WARRANTY

Your Kooshl product is covered by a 2-year manufacturer warranty against defects in materials and workmanship under normal use. This is in addition to your rights under Australian Consumer Law.

The warranty does not cover damage from misuse, normal wear of fabric covers, or unauthorized repairs.

PRE-ORDERS

Pre-order items are subject to additional terms outlined in our Pre-Order Terms page. You may cancel a pre-order at any time before shipment for a full refund.

QUESTIONS

ABN: 53 697 215 642