At Kuenpheen, we take pride in delivering high-quality printed products and design services. Your satisfaction matters to us, and we want your experience to be seamless from order to delivery. This Refund & Returns Policy outlines how we handle returns, replacements, and refunds in accordance with the Australian Consumer Law (ACL).
1. Our Promise
We stand behind the quality of our products and services. If something isn’t right, we’ll work with you to find a fair solution – whether that’s a replacement, repair, or refund, depending on the situation.
2. Eligibility for Returns
To be eligible for a return or refund, please ensure that:
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You contact us within 30 days of receiving your order.
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You provide your order number and clear details of the issue (including photos, if applicable).
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The product is returned in its original condition unless the issue occurred during manufacturing or delivery.
Please note that due to the custom nature of many Kuenpheen products, some items may not be eligible for return unless they are faulty or damaged.
3. Change of Mind
As our products are often printed or made to order, we’re unable to offer refunds or cancellations simply because you’ve changed your mind, selected the wrong specifications, or found a similar item elsewhere.
We encourage you to review your design files, product details, and order confirmation carefully before proceeding with payment.
4. Faulty, Incorrect, or Damaged Products
If you receive an item that is:
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Faulty,
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Incorrectly printed or manufactured, or
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Damaged in transit
Please contact us at print@kuenpheen.com within 7 days of receiving your order.
We may ask for photographs or other evidence to help assess the issue. Once verified, we’ll provide one of the following solutions:
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A replacement of the same item,
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A refund to your original payment method, or
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A credit note for future use.
5. When Refunds Are Approved
Approved refunds will be processed within 5–10 business days after confirmation. Refunds are issued via the same payment method used at checkout unless otherwise arranged.
6. Shipping Costs
If your return is due to a product fault, error, or damage caused by us or our shipping partners, Kuenpheen will cover all reasonable return postage costs.
If the return is for any other reason and accepted at our discretion, shipping costs may be your responsibility.
7. Exceptions
Refunds or replacements may not be available if:
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The product has been used, altered, or damaged after delivery.
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The issue is the result of incorrect artwork or specifications provided by you.
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You requested a custom alteration that affected the final outcome.
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You failed to follow care or handling instructions that resulted in damage.
8. How to Start a Return or Enquiry
To start a return or discuss an issue, please contact our support team:
📧 print@kuenpheen.com
Include:
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Your full name
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Order number
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Description of the issue
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Supporting images (if applicable)
A member of our team will review your request and respond within 2 business days.
9. Your Rights Under Australian Consumer Law
Our goods and services 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 to compensation for any other reasonably foreseeable loss or damage.
If the issue is minor, we may choose to repair or replace the product at no cost to you.
For more information about your rights, visit the Australian Competition and Consumer Commission (ACCC) website.
10. Contact Us
If you have any questions about this Refund & Returns Policy or your order, please reach out: