DELIVERY & RETURNS POLICY

Here at Kuranga Native Nursery, customer satisfaction is our priority.

Should you be unhappy with the product that is delivered we offer refunds, exchanges and store credit notes.

CHANGE OF MIND

In the event that you receive the products which you purchased, but you simply change your mind, we may, at our discretion, offer you a refund or exchange provided that:

• You notify us within 10 days of receiving the product at shop@kuranga.com.au
• You need to lodge your parcel at the Post Office within 15 business days
• Your goods must be unwashed, unused and in original packaging with tags still intact.
• You will be required to cover the cost of the return shipping.
• If you are returning for a refund or store credit, your initial postage fee will not be refunded or included in the credit note.
• If you are returning for an exchange, you will also need to pay postage for the new order.
• We recommend that you use registered postal services, as we are not responsible for missing packages.

DAMAGED OR FAULTY ITEMS

In the unlikely event that a product arrives with a fault or has been damaged during transit:

• Please notify us as soon as possible at shop@kuranga.com.au and explain the issue.
• We also ask that you send photographs to show us the problem.
• Should the item be deemed faulty, we’ll refund, exchange or replace the item free of charge.
• We may also ask to return the item and we’ll cover the cost of postage.

MISSING OR WRONG ITEMS

Very occasionally our hardworking team may make a mistake when packing your order. If you have received the wrong item or are missing an item from your order:

• Please notify us as soon as possible at shop@kuranga.com.au
• We will send you out the correct/missing item asap
• We kindly ask that you return the incorrect item and we’ll cover the cost of postage

EXCLUSIONS FROM RETURNS

We cannot offer returns, exchanges or refunds on:

• Items that are marked down.
• Items that are purchased in a sale period.
• Gift Vouchers.
• Due to hygiene standards we do not offer returns on earrings and body products.
• Products that are damaged upon opening or damaged through unreasonable wear and tear.
• Kuranga Native Nursery does not offer refunds on items that are showing our courier service is evident to be ‘delivered’.

DELIVERY

Postage and Dispatch Times

AUS: It will usually have 2-3 business days to dispatch your order, although this can take longer through Christmas and sale periods.

After dispatch from our store, shipping within Australia generally takes 2-8 business days. For Express Post orders shipping will typically take 2-3 days after dispatch.

Please be patient while we will pick, pack and ship your order as soon as possible.

Postage Costs

Australian Post Standard delivery is $9.95 per order. 

Australian Post Express delivery is $19.95 per order.

Standard delivery is free on orders over $250.00 AUD.

Missing or late orders

If your order has gone missing, please email us at shop@kuranga.com.au so we can resolve this issue for you. Please note, due to insurance limitations, if your parcel is lost in transit, we reserve the right to process a refund in lieu of shipping a replacement order. Kuranga Native Nursery does not offer refunds on items that are showing our courier service is evident as ‘delivered’.

Availability

Sometimes our customers are faster than our inventory servers and on the rare occasion we may need to cancel orders if we find that stock is not available.

If an order is received that cannot be filled, we will issue you a refund for that item. Items in a cart are not reserved.

Tracking

Customers will receive a tracking number as part of our dispatch email, which you can use to track the progress of your order. In the interests of keeping your order as safe as possible, Kuranga Native Nursery does not offer ‘safe drop’ or ‘authority to leave’ as a delivery option as we’ve found this method of delivery unreliable.