Our Return Policy

Returns & Refunds Policy

Thanks for choosing Kettle Customs. We want you to love your purchase. If something isn’t right, our 30-day policy makes returns easy.

30-Day Return Window

You may return eligible products within 30 days of delivery for a refund or exchange.

Eligibility

  • Item must be unused, uninstalled and in original condition.
  • Include original packaging, protective covers, stainless fixings, accessories and documentation.
  • Change-of-mind returns are accepted (see Shipping & Fees).
  • Custom or built-to-order items (e.g., bespoke trays/canopies) may be ineligible—ask us before ordering.

How to Start a Return

  1. Email support@kettlecustoms.com with your order number, item(s), and reason.
  2. We’ll issue a Return Authorisation (RA) and packing instructions.
  3. Send the item back using a trackable service. Keep your receipt.

Refunds

After inspection, approved refunds are processed to the original payment method within 7–10 business days. Original outbound shipping is non-refundable unless the return is due to our error (defective, damaged, or incorrect item).

Exchanges

Need a different colour/finish/model? Contact us and we’ll arrange an exchange; additional shipping or price differences may apply.

Damaged or Defective Items

If your order arrives damaged or appears defective, contact us within 5 business days of delivery with photos. We’ll organise a replacement or refund at no cost, including return shipping where applicable.

Custom & Built-to-Order Items

Customised or made-to-measure products may be non-returnable except for defects covered by warranty or Australian Consumer Law. We’ll advise eligibility case-by-case before you purchase.

Shipping & Fees

  • No restocking fee on change-of-mind returns that meet eligibility.
  • Customer is responsible for return shipping unless the return is due to our error.
  • Returned items must be well-packed to avoid transit damage.

Australian Consumer Law

This policy operates alongside your rights under the Australian Consumer Law, including guarantees for acceptable quality, fitness for purpose and matching description.

Contact

Kettle Customs Pty Ltd
2/6 Industrial Drive, Somerville VIC 3912, Australia
support@kettlecustoms.com.au · 0401 657 980