Refund policy

At Kuma, every item is handmade to order with care, and personalised pieces are made especially for you. Because of this, we do not offer refunds or exchanges for change of mind on personalised or made-to-order items.

However, nothing in this policy limits your rights under the Australian Consumer Law. If an item arrives faulty, damaged, or significantly different from what was ordered, you are entitled to a repair, replacement, or refund, depending on the nature of the issue.

Faulty or damaged items
If your Kuma item arrives faulty or damaged, please contact us at contact@kumaroots.com.au within 7 days of delivery, including photos of the issue and your order number. We will arrange a repair, replacement, or refund as appropriate.

Wrong or missing items
If you received the wrong item or something is missing from your order, let us know within 7 days of delivery and we will make it right at no extra cost to you.

Change of mind
As our products are handmade and often personalised, we are unable to accept returns for change of mind. If you have concerns about your order before it ships, please contact us as soon as possible and we will do our best to help.

How to request a remedy
Email us at contact@kumaroots.com.au with your order number, a description of the issue, and photos where relevant. We aim to respond within 5 business days.

Return shipping
If a return is required for a faulty or incorrect item, Kuma will cover the cost of return shipping within Australia.