We want you to love your Kengu purchase. If you're not completely satisfied with your naturally dyed yarns or handmade accessories, we offer easy returns within 30 days of delivery.
Return Timeframe
You have 30 days from the date of delivery to initiate a return for a full refund or exchange.
Important: The 30-day period starts from the delivery date, not the purchase date. Please keep your order confirmation email as proof of purchase.
Return Conditions
✓ Returnable Items
- Unopened yarn skeins in original packaging
- Unused accessories with all original tags attached
- Items in original, undamaged condition
- Digital patterns (within 24 hours if not downloaded)
✗ Non-Returnable Items
- Opened or partially used yarn skeins
- Customized or personalized items
- Downloaded digital patterns
- Items damaged by misuse or normal wear
- Items returned after 30 days
How to Return Items
Follow these simple steps to return your items:
Contact Us
Email us at info@kengu.com.au with your order number and reason for return. We'll send you a return authorization and prepaid shipping label.
Package Items
Carefully package items in original packaging when possible. Include the return authorization form in your package.
Ship Your Return
Use the prepaid shipping label we provide. Drop off at any Australia Post location or arrange pickup.
Receive Refund
Once we receive and inspect your return, we'll process your refund within 3-5 business days.
Refunds and Processing
Refund Processing Times
- Inspection: 1-2 business days after we receive your return
- Refund Processing: 3-5 business days to original payment method
- Bank Processing: Additional 2-10 business days depending on your bank
Refund Methods
Refunds will be processed to your original payment method:
- Credit/Debit Cards: 5-10 business days
- PayPal: 3-5 business days
- Afterpay: 3-5 business days
Exchanges
We currently offer exchanges for:
- Defective or damaged items (within 30 days)
- Different color variants (subject to availability)
- Size exchanges for accessories
Note: For exchanges, please contact us before returning your item. Exchange shipping costs may apply depending on the reason for exchange.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at info@kengu.com.au with:
- Your order number
- Photos of the damaged item
- Description of the defect or damage
We'll provide a replacement or full refund for damaged items, including return shipping costs.
Questions About Returns?
Our customer service team is here to help with your return:
General Support: info@kengu.com.au
Response Time: Within 24 hours
Please include your order number in all correspondence for faster assistance.