KPH Supplies – Returns and exchange Policy

At KPH Supplies, we aim to ensure your satisfaction with every purchase. If you receive an item that is not suitable or does not meet expectations due to an error or issue, we offer a return or exchange under the following conditions:

Last Updated: April, 2025

1. Eligibility for Returns or Exchanges

1.1 Returns or exchanges will only be accepted under the following conditions:

The item is faulty or damaged upon delivery;
The item is significantly different from its product description or specifications at the time of purchase;
An incorrect item was delivered due to our mistake.

1.2 To request a return or exchange, the customer must contact KPH Supplies within fourteen (14) days of receiving the item. Supporting evidence (such as photographs) must be provided.

2. Conditions for Return & Exchange

2.1 Items must be returned:

Unused;
In their original packaging;
In a clean and resellable condition (unless the item is faulty).

2.2 Returns or exchanges will not be accepted for:

Change of mind;
Incorrect product selection by the customer;
Products that have been used, installed, or damaged after delivery.

2.3 A restocking fee of 20% may apply to returns accepted for reasons not related to fault or error on our part.

3. Return & Exchange Process

3.1 To initiate a return or exchange, please contact our team at info@kphs.com.au with your order number, a clear description of the issue, and any necessary supporting evidence. You may also submit a return/exchange request through our online form [here].

3.2 Once approved, returned items must be sent to the address provided by our team. Unless the return is due to an error by KPH Supplies, the customer is responsible for return shipping costs.

4. Exchange Fulfillment

4.1 If an exchange is approved, a replacement item will be shipped once the original item has been received and inspected.

4.2 If the replacement item is out of stock or unavailable, customers may choose to:

Wait for a restock;
Select an alternative product of equal value;
Request a refund (subject to the Refund Policy).

5. KPH Points and Membership Tiers (If Applicable)

5.1 For exchanged items, KPH Points from the original purchase will be adjusted based on the final transaction.

5.2 Any changes to the total spend amount due to returns or exchanges will affect membership tier eligibility.

5.3 If an exchange or partial return results in a lower accumulated spend, membership status may be revised accordingly.

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