kouwi shopping marketplace australia eclectic finds

Returns and Refunds Policy

Can I return an item if I’m not happy with it? Australia Only 

At Kouwi.com, we curate a diverse range of items from local brands and international sellers, prioritizing your satisfaction with every purchase. However, it’s important to understand our refund policy:

Apparel Items, Accessories, Pyjamas, Used Items, Health & Wellness Products, Or items outside of 14 Days after delivery:

We do not offer refunds for Apparel Items, Accessories, Pyjamas, Used Items, Health & Wellness Products, Or items outside of 14 Days after delivery:. Instead, returns within 14 days from the purchase date qualify for store credit.

Sale Items:

Sale items qualify for store credit only. Refunds are not issued for sale items.

Return Process for Other Items:

Returns are accepted for items other than apparel, pyjamas, and health & wellness products. Ship these items to our Melbourne agent. Upon receiving the returned item’s tracking number, we’ll process a refund.

Refunds for Defective Items:

Defective items can be refunded upon verification of the defect. Contact our customer service team within 14 days of receiving the item to start the refund process. Please ensure returned items retain their original condition, including tags and packaging. Damaged or altered items may not qualify for a refund or store credit.

For further inquiries or assistance regarding our refund policy, reach out to our customer service team at info@kouwi.com – Kouwi.com retains the right to update this refund policy without prior notice. Please note that sale items are not eligible for refunds, only exchanges.

Our refund and returns policy allows for a 14-day window. If 14 days have elapsed since receiving your item, we will not commit to to a refund and store credit will be applied (Coupon) To initiate a return, kindly contact Kouwi.com via the ‘Say Hello’ page on our website. Please refrain from sending purchases directly back to the manufacturer.

Partial refunds may be considered for items damaged or missing parts not attributable to our error. Sale items, unless damaged, are generally non-returnable.

We hope this clarifies our refund policy – This Applies to Items purchased in New Zealand Also

New Zealand:

If for any reason you’re not completely satisfied with your purchase, you may return the items within 14 days of the date they were received.

To initiate a return, please contact our customer support team, and they will guide you through the process. Please note that the items must be in their original condition, unused, and with all the original packaging and tags intact.

United States:

While we do not offer returns, we’re here to ensure your satisfaction with every purchase. If you encounter any issues with your item, please don’t hesitate to contact us. We’re committed to resolving any concerns you may have.

Rest assured, if there is a problem with your item, we’ll work with you to find a solution that suits your needs. Depending on the issue, we can arrange a store credit or refund to ensure your complete satisfaction.

Your happiness is our top priority, so reach out to us if you have any questions or need assistance. We’re here to make things right and ensure you have a positive shopping experience with us.

Refunds (AUS & NZ Only)

Once your return is received and inspected, you will receive a refund within 2 business days. We will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at Say Hello 

Sale items

Refunds and Returns apply to all items in store including Sale items.


We only replace items if they are defective or damaged or garments where sizing isn’t the right fit. If you need to exchange it for the same item, send us an email at info@kouwi.com

Shipping returns

To return your product, we will advise the best agent in your area to ship too. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at Say Hello for questions related to refunds and returns.

Don’t forget to follow us on Instagram & Facebook for more at ShopKouwi

Welcome to the Home of Eclectic Finds

Experience the ultimate online shopping destination in Australia at Kouwi.com. Discover a vast selection of products, including affordable fashion, home decor, home audio, newborn baby and kids gifts, and Australian health and wellness items, all sourced from local brands and beyond. Enjoy the best deals, free shipping, and a seamless online marketplace experience at Kouwi.com.

Our Story

Get 10% your first order when you sign up to our newsletter.

    Love love Kouwi’ great service and great offer for each and every taste. Will 100% use Kouwi again’ website is super easy and great deals & prices.

    Dani Smith / Google

    Easy to find products and a great range on offer. Always changing and always up to date with latest styles. Love this local marketplace for all it’s awesome products

    Chrissy Lattouf / Google

    Excellent selection of local health & wellness and fab mix of local aussie made products. Love the kouwi team so easy to work with and always available.

    Stephanie Neree / Google
    Shop now, pay later with Afterpay at the Kouwi.com online store, offering flexible payment options for a seamless shopping experience.