RETURNS
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We want to support a return resolution as quickly as possible. We expect your return query to fall into one of the below scenarios: Register an issue with an item or missing item in your order Request a return of item/s in your order for a refund Request a return of item/s in your order for an ...
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Am I able to be refunded for shipping?
Shipping is non refundable. Any orders returned (i.e. returned to sender) due to incorrect, incomplete address or failure to collect from a designated collection point (i.e. after a missed delivery attempt) will have the relevant shipping and return shipping costs deducted from any refund in lin... -
Although we will issue a returns address label it is the responsibility of the customer to pay for postage to return the item/s back to us. In cases of damaged/faulty items and incorrect items being received KILLSTAR will pay for the item/s to be returned.
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How can I access the returns portal?
Please note that the current returns portal is linked HERE. Please note that only refunds to original payment method are able to be requested through this portal and any exchanges are to be organised directly with our returns team here -
It is important to follow all instructions carefully to ensure that we can process your return as quickly as possible. All items returned back to our Distribution Centre must include the below information within the parcel and failure to do this may result in your return being delayed or lost. U...
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How long does it take for my return to be processed?
The timeframe for returns to be processed will depend on the type of return. In the majority of cases any refund or exchange will be actioned following receipt of the returned item/s being received back to us. A refund will be issued within 72 hours of receiving the returned item back to our ret... -
What is your returns process for a faulty item/s?
Please reach out to our dedicated returns experience team here and a member of the team will be able to prioritise your case and share all options available to resolve the issue as quickly as possible. The Team will always look to cover the cost of you returning anything with a fault/manufacturin... -
Will I receive my KILLSTAR loyalty points if I make a return
If you used a KILLSTAR loyalty reward on your order, then this discount will be reflected in your refund. If you return only part of your order this is calculated automatically by our system proportionally based on the discount applied/ item[s] returned. Any redeemed KILLSTAR loyalty rewards or o...