Refund policy

Shipping, Returns & Refunds

Shipping (Australia Only)

  • Free Shipping on orders over AU$80.
  • Orders under AU$80: Calculated shipping starting from AU$8.65 (Australia Post MyPost). Rates vary by product, size, weight, and quantity. Exact rate shown at checkout.
  • Processing Time: 2–5 business days (made-to-order).
  • Delivery Time: 3–7 business days after shipping (AU domestic). May take 7–14 days or up to 3–4 weeks if fulfilled from US/EU.

Size & Colour Variations

Due to the made-to-order process, measurements may vary by ±1–2 cm (0.4–0.8 inches). Please refer to our size guide and allow for slight differences.

Colour Disclaimer: Actual colours may appear different in person compared to on-screen. We've done our best to represent them accurately!

Returns & Exchanges

  • Once production has started, no changes, cancellations, or exchanges can be made due to the custom nature of our products.
  • All items are made-to-order. For this reason:
  • For immediate size or product changes (before production begins):
    - Please contact us as soon as possible at info@kugi.au (ideally right after placing your order).
    - We will check if processing has commenced and endeavour to make the change if possible (this may incur additional fees or not be feasible in all cases).
  • Defective, Incorrect, or Damaged Items: Contact us within 14 days of delivery with photos at info@kugi.au. We offer free replacement or full refund (including return shipping costs).
    This policy is subject to your rights under Australian Consumer Law.
  • How to Proceed with Exchanges or Returns (for eligible cases): Email info@kugi.au with your order number to initiate the process.

We follow Australian Consumer Law (14-day rights, subject to POD/custom product limits).

Questions? Email info@kugi.au