Kayell Australia Pty Limited (Kayell) is one of Australia’s leading Imaging stores and we are committed to providing our customers with a high level of service. This is reflected in our Returns Policy and means that you can shop at Kayell with confidence knowing that we can offer you repairs, exchanges and refunds when appropriate.
Refunds, Returns and Exchanges
We generally do not refund, return or exchange any item once it has been purchased unless the product is faulty. Any decision to refund or exchange a product is made by the management of Kayell. Please contact us on 1300 529 355 to discuss.
Faulty products can be returned to us if still covered by the manufacturer's warranty or as per Australian Consumer Law. More information about our warranty polices can be found here (Warranty Policy)
If you believe the product you have purchased from us has a manufacturing fault you can:
- Call us on 1300 529 355 to discuss the issue
- Raise a support ticket and obtain a Return Merchandise Authorisation ( RMA ) number Click here
- Return the product to one of our stores (please note: photo ID and proof of purchase will be required)
If you are using a courier or Australia Post to return your goods, it is essential that you receive an RMA number prior to sending the goods to us. Any return sent to us without an approved RMA number may be immediately returned to you at your cost. To receive a RMA number please raise a support ticket at our support site Click here
If a product is being returned it must be returned with all the original packaging, accessories and components. Proof of purchase ( tax invoice ) must be provided.
Products that show signs of physical damage such as dents, cracks or any indication of impact may be refused.
Incorrect Choice / Change of Mind
Under Australian Consumer Law, we do not have to give a refund or replacement if a customer simply changes their mind or makes an incorrect choice about a product.
Under the Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.
At the discretion of Kayell’s management we may agree to exchange incorrectly ordered products. If an exchange is approved a 20% restocking fee will apply. All freight and insurance costs to return the product to Kayell are at customer's expense.
We cannot accept the return of non faulty items from the following categories:
- Electronic items such as Cameras, Lenses and such
- Studio and Lighting Equipment
- DVDs, Software and Books
- Printers, Ink Cartridges and Paper
- Products that are purchased as a Special Order item
- Printed Items from our Printing Service
If a refund is approved, a credit to the credit card or account originally used to pay for the products will be processed by Kayell within 5 working days of the matter being finalised.
NOTE: Currently our Melbourne showroom is not accepting any returns. Please read our COVID-19 statement for how we can assist you via our Sydney store. Click here for the statement