Returns & Exchanges

Change of Mind

Health Essentials are non-refundable where you have simply changed your mind about products purchased in the following categories:

• First aid kits
• Hand sanitiser
• Cleaning and masks

Pre-order: Please allow up to 10 weeks for delivery.

Be Fit Foods Refunds

Without limiting your rights under Australian consumer law:  

  1.  If there is a major fault or issue with our product, you are entitled to a refund or replacement at our discretion.

  2.  If the problem is minor, you are entitled to a replacement or a gift voucher.

We are unable to provide a refund for change of mind or taste preference after we have processed your payment. 

All Final Sale items are non-refundable for change of mind, instore or online. Please contact our customer care team by emailing stores.customercare@mosaicbrandsltd.com.au if you have any further questions. Our return policy is in addition to your rights under the Australian Consumer Law.

We hope you love your new Katies purchase. If your purchase isn't suitable, we'd be happy to offer you a refund or exchange, as long as:

 

 

We want you to love your purchases. If you change your mind, we are happy to provide a refund, exchange or gift voucher within 30 days of purchase provided they are NOT final sale, unused condition, accompanied by original tags and a valid original receipt. For hygiene reasons, we are unable to exchange or refund earrings, underwear or swimwear. All Final Sale items are non-refundable for change of mind, instore or online. Please contact our customer care team by emailing stores.customercare@mosaicbrandsltd.com.au if you have any further questions. Our return policy is in addition to your rights under the Australian Consumer Law.

NEED TO RETURN YOUR ONLINE ORDER?

There are 3 ways to return your online order, providing they are in line with the terms above. We do not offer exchanges via our online returns*.

*To exchange an item, please visit your local Katies store or return your item and place a new order for the different size, colour or item.

 

---

KATIES RETURNS

If you have any questions, our Customer Care team are here to help! Visit our Contact Us page. ONLINE RETURNS Please return your online order to the address below:

Katies Online Returns
PO Box 27
Liverpool
NSW 1871

If you chose to return your item via the post office, please ensure you use a trackable service, so you are able to track your order if necessary. Katies is not responsible for any missing returns.

EXCHANGES

We are not able to offer exchanges on returned items via our online store. To exchange an item please visit your local Katies store or return your item and place a new order for the different size, colour or style.

GIFT VOUCHERS & CREDIT NOTES

Katies are not responsible for the loss or theft of gift vouchers and credit notes and therefore they are not replaceable. Gift vouchers and credit notes are not redeemable for cash.

AFTERPAY

Afterpay is now available for online and in-store purchases at Katies Australia. If a product is not right, you can return any item you are unhappy with back to Katies in accordance with our standard online returns policy. Return for free via Australia Post. You can also return and exchange any items at your local Katies Store. Unfortunately, Afterpay returns cannot currently be processed at One Woman stores. Refunds will be processed and communicated to you via Afterpay shortly after Katies processes the returned item(s). The returned item(s) will create an adjusted Afterpay payment schedule or a complete refund of payments to date (depending if all of the original order’s items are returned). Click here to see full Afterpay Terms & Conditions.

PAYPAL

PayPal has your return shipping costs covered. *Up to 4 refunds per Paypal account on eligible purchases. A Cap of $45 per refund request applies. This service is available at no additional cost to PayPal account holders who register for it at www.paypal.com.au/returns.

How do I make a refund request?

To submit a PayPal Refund Request, submit a claim within 14 days of returning the item and attach the required documentation. If any document is missing, you'll need to submit it within 7 days of your initial submission. The online claim form should be submitted here. Please provide a copy of the confirmation email for your PayPal transaction, or a screenshot of your PayPal account showing that the entire price was paid using your PayPal account and displaying the Paypal transaction ID; and A copy of your return shipping receipt that shows the amount you paid. If you use a service that tracks shipment, the receipt should also show the seller's address. If you use regular post (with no tracking), we also need a photo of the package showing the seller's address. If the return costs were deducted from the refund of your item, we also need a copy of the refund email from the seller of PayPal, showing the amount refunded to you. Documents must be clearly legible and emailed to TELUS International paypalaureturns@telusinternational.com. Please keep the original documents, as you may be asked to provide new copies if the copies are not sufficiently legible.

How will I be refunded?

If your Refund Request is accepted, you will receive a refund directly to your PayPal account.

How will I know if my refund request is accepted?

Paypal will send you a:

• Confirmation of receipt of your Refund Request (within 1 business day)

• Notice of approval or rejection of your Refund Request (within 5 business days from the receipt of your complete request)

• Refund to your PayPal account (within 5 business days from the notice of approval of your Refund Request)

For more information on the PayPal Refunded Returns Service, see PayPal's general conditions of use. The Refunded Returns Service is offered by PayPal Pty. Ltd, in partnership with TELUS International Europe, the service provider. View PayPal's Privacy Policy here.