At Kaally, we put a lot of care into every product. If something isn’t right, please reach out — we’ll always do our best to make it good.

Contact us at hello@kaally.com.au and we’ll get back to you within 1–2 business days.

Last Updated: 19 June 2026

Your rights under the Australian Consumer Law

Our goods 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.

Nothing in this policy limits or excludes those rights.

Faulty or damaged items

If your item arrives damaged or develops a fault, please contact us as soon as the fault appears — the sooner you let us know, the faster we can sort it out.

We may ask for a photo or short video of the fault so we can understand what’s happened. Depending on the nature of the fault, we’ll repair, replace, or refund — we’ll work out the best solution with you.

Please note: asking you to contact us promptly is not a limit on your rights under the Australian Consumer Law.

Wrong item or Kaally error

If we’ve sent you the wrong item or made a mistake on your order, we’ll fix it at no cost to you. Please contact us within 14 days of receiving your order and we’ll arrange a replacement or refund.

Change-of-mind returns

We offer change-of-mind returns as a goodwill policy, in addition to your rights under the Australian Consumer Law.

You can return a non-personalised item for a change-of-mind refund if:

  • You contact us within 14 days of receiving your order
  • The item is unopened and unused, in its original packaging
  • You obtain a Return Authorisation from us before sending anything back (items sent without authorisation cannot be accepted)

To start a return: Email hello@kaally.com.au with your order number and the reason for the return. We’ll reply with your Return Authorisation. Once approved, please send your return to: Kaally Returns, Suite No 1722/17 Gould Rd, Herston QLD 4006.

Return postage is at the customer’s expense. We recommend using a tracked service — we can’t be responsible for items lost in transit.

A $10 restocking fee applies to change-of-mind returns and will be deducted from your refund.

Change-of-mind returns are not available for:

  • Engraved or personalised items (made to order — cannot be restocked)
  • Items that have been opened, used, or are not in original condition
  • Gift cards

The Glass Drop Guarantee

We know accidents happen. If a Kaally glass bottle (500mL or 800mL) breaks during normal use within 30 days of purchase, or a KaaKaaBaby bottle breaks within 90 days of purchase, we’ll replace the glass for just $11.95 flat shipping.

Simply email us a photo of the breakage and your original order number, and we’ll send a replacement glass your way. Please note: this guarantee covers the glass only — it does not cover lids or other parts, and you keep your existing silicone sleeve on (a new sleeve isn’t included in the replacement).

This guarantee is in addition to your rights under the Australian Consumer Law.

Refund processing

Once a return is received and inspected (or a refund is approved without requiring a return), we’ll process your refund within 3–5 business days. Funds are returned to your original payment method. Your bank or payment provider may take additional time to post the credit to your account.

Questions?

We’re a small Aussie business and we genuinely want to help. Reach us any time at hello@kaally.com.au.