Returns Policy

CHANGE OF MIND

We want you to love your purchase. You have the following options available if you change your mind:

  • If you made an online order and you change your mind, we will provide you with a refund only if you return your purchase to our Warehouse.
  • If you made an online order and you change your mind, we will provide you with your choice of exchange or a Credit Note/Gift Card on Katies branded product, if you return your purchase to any Katies store.
  • If you made a purchase in an Katies Store, they cannot be returned online. They must be returned to a store. If you have changed your mind, you must have an original copy of the receipt, and we can offer an exchange or Credit Note/Gift card only. We do not refund in store for change of mind. If you do not have a receipt, but you purchased using your membership account, our store team will be able to find your order in our system.

The change of mind policy is subject to the following conditions:

  • The item(s) must be in original condition and packaging: unworn, unwashed and all tags attached.
  • This excludes Final Sale Items and Third-Party Seller Items. No refund, exchange or gift card will be provided, online or in store, for change of mind on all Final Sale Items or Third-Party Seller Items.
  • Items must be returned, either in store or online, with proof of purchase.
  • For hygiene reasons, we are unable to exchange or refund earrings, underwear, or swimwear.
  • Returns must be received by us within 30 days of purchase, either in store or by our Warehouse.
  • Return shipping method and associated costs are the responsibility of the customer.
  • Return delivery costs for faulty or incorrectly supplied items will be the responsibility of Mosaic Brands.
  • This policy does not affect your rights under the Australian Consumer Law and Fair Trading Act (New Zealand), including consumer guarantees.

Please contact our customer care team by emailing customercare@mosaicbrandsltd.com.au if you have any further questions.

If you choose to return to our Warehouse, we recommend sending your return via a traceable method and retaining proof of postage until receiving confirmation that your return has been processed. Katies is not responsible for returns that are not received.

Items received by us at our Warehouse, after the 30-day return period will not qualify for a refund.

Please allow 30 working days from the receipt of your return to receive your refund. Refunds will be processed in the same manner as your payment method at the time of purchase. You will receive an email notifying you once your refund has been processed.

We understand that there may come a time where you need to return a purchase from us, and we want to make the returns process as simple and easy as possible for you. We have a range of ways you can return an item and are happy to provide a refund within 30 days of purchase provided they are NOT Final Sale items or Third-Party Seller items, once returned to our Warehouse. Returned items must be in an unused condition, in its original packaging including tags attached and accompanied with the Receipt, Returns Slip or a copy of the Invoice.

*Courier Pickup: Return fee is based on your location and the cost of returns is payable by you and we will not reimburse this. Not available for Remote/Rural Areas.

ITEMS WE CANNOT REFUND OR EXCHANGE

For hygiene reasons and to protect your health and the health of others, we are unable to refund or exchange earrings, underwear, and swimwear. All refunds exclude delivery charges. All Final Sale items and Third-Party Seller items are non-returnable and non-refundable for change of mind, either instore or online. Change of mind includes unwanted, size, colour, design, fit and price.

These items are clearly marked on our product pages as well as invoices with the statement “This is a Final Sale item. All Final Sale items are non-returnable and non-refundable for change of mind, either instore or online” or “This is a Third-Party Seller item. All Third-Party Seller items are non-returnable and non-refundable for change of mind, instore or online.” Faulty goods are excluded from this policy.

This policy does not affect your rights under the Australian Consumer Law and Fair Trading Act (New Zealand), including consumer guarantees.

Please refer to the INCORRECT OR FAULTY ITEM section.

IF YOU BOUGHT YOUR ITEM IN STORE

Store purchases cannot be returned online. They must be returned to an Katies store. If you have changed your mind, you must have an original copy of the receipt, and we can offer an exchange or Credit Note/Gift Card. If you do not have a receipt, but you purchased using your membership account, our store team will be able to find your order in our system.

IF YOU BOUGHT YOUR ITEM ONLINE

Please use the return options below to choose from and ensure you are following our Returns Policy. All refunds exclude delivery charges. Our Returns Policy is in addition to your rights under the Australian Consumer Law.

ONLINE EXCHANGES

We cannot accept exchanges online. If you require a different size or product, please visit your local Store for an exchange. If you return the item to us, please ensure you are following our Returns Policy.

PAYPAL RETURNS 

Pay Pal returns can be accepted by our online returns warehouse. Please use the return options on our website to choose from and ensure you are following our Returns Policy.

AFTERPAY RETURNS

Afterpay returns can be accepted by our online returns warehouse. Please use the return options on our website to choose from and ensure you are following our Returns Policy.

CANCELLATIONS AND ORDER AMENDMENTS

Please ensure all details provided are full and correct at the time you place your order. If you are using PayPal, please ensure your delivery address in PayPal is updated. Unfortunately, we are unable to cancel or make any amendments to any online orders after your order is placed. Amendments may include but are not limited to:

  • Change of delivery address
  • Changes to colours and sizes
  • Adding or removing items
  • Applying discounts or rewards
  • Full order cancellations  

Please ensure all details provided are full and correct at the time of order placement.

PRODUCTS PURCHASED VIA

AMAZON, EBAY, CATCH, TRADEME, MY DEAL, OZ SALE, SECRET SALES, WESTFIELD, KOGAN, ONCEIT and THE MARKET Mosaic Brands sell their products on various Marketplaces in Australia, USA and New Zealand, including (but not limited to) AMAZON, EBAY, CATCH, TRADEME, MY DEAL, OZ SALE, SECRET SALES, WESTFIELD, KOGAN, ONCEIT and THE MARKET. We do not accept in store or online returns for products purchased via the above marketplaces. To return an item purchased from these websites, please place a return request back through the original website.

INCORRECT ITEMS OR FAULTY GOODS

In the event that you receive a faulty Product, we recommend that as soon as you discover a fault, or if you received an incorrect item, please use the Contact Us form and send us a picture of the item and include a brief description of the fault.

Once assessed and approved by our team or Third-Party Seller, we will refund you back to the original tender type. Items deemed as general wear and tear and not due to a manufacturing fault will not be refunded.

We will not be liable to you for failures, defects or delays in delivery caused by:

  • Your provision of incorrect or outdated information.
  • Your mailbox being full.
  • Your failure to comply with instructions for use of the Site; or
  • Any event which is outside of our reasonable control.

This policy does not affect your rights under the Australian Consumer Law and Fair Trading Act (New Zealand), including consumer guarantees.

FOR SALE ITEMS

All Sale items are non-refundable for change of mind, instore or online. Sale items are identified on the product page and your invoice with the statement “All Sale items are non-refundable for change of mind, instore or online”. Our normal refunds policy applies to any full price styles purchased in the same transaction as Sale styles. Faulty goods are excluded from this policy. If you discover a fault with a Sale style, please follow the returns policy.

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.

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

 

 

Seko Returns:

Logo Description automatically generated

Easy returns with SEKO. Print your label & You'll be emailed tracking details to check the progress of your return back to our warehouse.

Parcel Point:

A picture containing logo Description automatically generated

Print your label and drop your return into your local parcel Point store in over 1,100 locations, open 7 days a week, early until late. Fully tracked with return processed within 10 business days once we have received your return.