At Kaally, we want you to feel confident in every purchase. We comply fully with the Australian Consumer Law regarding refunds, repairs, and replacements.

1. Custom Engraved Items

Please choose carefully when ordering personalized products.

  • Exclusions: Due to the permanent nature of the engraving process, we do not offer returns or refunds for change-of-mind on any items that have been custom engraved.

  • Errors: If there is a spelling error or fault made by our team, we will provide a replacement or full refund immediately.

2. Change of Mind Returns (Non-Custom Items)

We accept “Change of Mind” returns within 14 days of you receiving your parcel for standard, non-engraved items, provided:

  • Condition: For hygiene and safety reasons, products must be unopened, unused, and in their original packaging.

  • Shipping Costs: Customers are responsible for the cost of return shipping.

  • Restocking Fee: A flat $10 restocking and administration fee applies and will be deducted from your refund.

3. Faulty or Damaged Items

If your item arrives faulty or damaged, please contact us at hello@kaally.com.au within 14 days.

  • Please include your Order Number and photo/video evidence of the issue.

  • Our Policy: If an item is confirmed faulty, we will offer a replacement, repair, or full refund in accordance with your rights under Australian Consumer Law.

4. 30-Day Drop Guarantee (Glassware)

🛡️ Peace of Mind for Glass: If your glass component breaks within 30 days of purchase while being used properly (inside the silicone sleeve), we will replace the glass for free.

  • Shipping: A $10 flat-rate shipping fee applies for the delivery of the replacement glass.

  • To Claim: Email us with your order number and a photo of the broken glass.

5. How to Return an Item

Please contact us for a Return Authorization before sending items back. Return Mailing Address: Suite No 1722/17 Gould Rd, Herston, QLD 4006, Australia