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Refunds & Returns Policy


We appreciate your trust in KINSO and want you to feel confident when purchasing from us. This Refunds & Returns Policy outlines how returns, refunds, and order issues are handled in accordance with Australian Consumer Law (ACL).

Understanding the KINSO return policy is essential for a smooth shopping experience.

If you have any questions, contact our customer care team prior to purchase.

 

30 Day Return Window

You may request a return within 30 days of the original shipment date.
 Refunds are issued to the original payment method once the return has been received, inspected and approved.

Our KINSO return policy ensures that you are protected in case you need to return your items.

To qualify for a return, goods must be:

 • Unused, unopened, and in brand-new condition
 • In original, sealed packaging with all components included
 • Free from water exposure, installation, wear, or handling marks
 • Suitable for resale without hygiene or safety concerns

With the KINSO return policy, you can easily manage your return process.

Return shipping costs are the responsibility of the customer unless the product is faulty or the return is due to an error by KINSO.

Make sure to familiarize yourself with the KINSO return policy for any necessary returns.

 

Non-returnable and Non-refundable Items

Items not covered under the KINSO return policy include opened consumables.

For health, hygiene and safety reasons, we are unable to accept returns, refunds or credits for:
 • Filter cartridges, filter media, consumables and refills (including SORA) once opened
 • Any product that has been used, installed, trialled, water-tested or tampered with
 • Consumables or accessories purchased as part of a bundle once opened
 • Gift cards, promotional bonus items or discounted add-ons

This applies regardless of whether water quality, softness, taste or personal preference outcomes vary from customer to customer.

 

Restocking Fees and Logistics Fees

Restocking fees may apply as outlined in the KINSO return policy.

The below fees apply when a return request is approved and the product is not faulty:

Standard restocking fee: $19.95
 Covers processing, inspection, handling, labour and original fulfilment costs

Unclaimed or undeliverable parcels: If the order is returned due to non-collection or incomplete/incorrect address, the refund will be less $15.95, covering original shipping and handling

These fees are standard practice in consumer goods and do not apply if the item is deemed faulty under ACL guidelines.

 

Incorrect Address and Re-delivery Fees

To avoid issues, ensure your return complies with the KINSO return policy.

It is the customer’s responsibility to provide an accurate and complete shipping address at checkout.

If an item is returned to KINSO due to incorrect or incomplete address:
 You may choose to:

  • Reship the order for a flat fee of $13.95, or
  • Request a refund minus the $19.95 restocking fee

Once goods have been forwarded to the address provided, KINSO is not liable for loss, theft or delivery failure where carrier tracking confirms delivery.

 

Sale, Promotion and Discount Periods

During promotional periods, the KINSO return policy may vary.

• Orders placed during sales, bundles, promotions, discounts or limited runs are final.
 • No change-of-mind refunds, cancellations or edits are available during these periods.
 • This applies whether or not the order has been dispatched.

 

Compatibility and Installation Responsibility

When in doubt, refer to the KINSO return policy for guidance on returns.

KINSO products are designed for standard ½-inch fittings. The customer is responsible for confirming compatibility prior to purchase.

Our support team is available to assist with adapter guidance, however final installation suitability rests with the customer.

Incorrect installation, damage from tools, overtightening, or use with non-standard plumbing systems voids eligibility for returns.

 

Consumer Guarantees & Australian Consumer Law

The KINSO return policy is aligned with consumer rights established by law.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

You are entitled to a replacement, repair, or refund where a product:

  • Is faulty or defective
  • Is not acceptable quality
  • Does not match the description
  • Is not fit for its intended purpose

However, ACL rights do not apply where:

  • Damage or issues arise from incorrect installation or misuse
  • The issue is due to water hardness, mineral levels, pressure, or personal preference
  • The product was used inconsistently with instructions or warnings

KINSO reserves the right to reasonably assess, test, and verify the claimed fault before approving a remedy.

 

Verification & Return Approval Requirements

All returns must adhere to the conditions set forth in the KINSO return policy.

All return requests must be pre-approved before shipping back to us.

We may request:

  • Photos or video evidence
  • Serial/batch verification
  • Order number confirmation
  • Reason for return
  • Confirmation that product has not been used

Unauthorised returns will not be accepted or refunded.

 

Subscriptions & Auto Delivery

Subscription items, including filter cartridges, refills, and consumables:

Subscriptions are also subject to the KINSO return policy for any related issues.

  • Cannot be cancelled after billing has been processed
  • Cannot be refunded for change of mind
  • Must be managed or updated prior to the next charge date

Customers are responsible for updating billing, shipping and renewal settings.

 

Acknowledgement

By purchasing from KINSO you agree to this Refunds & Returns Policy and confirm you have reviewed product details, installation requirements, hygiene exclusions, and suitability. The KINSO return policy will protect your purchase.

By purchasing, you acknowledge understanding the KINSO return policy.