RETURNS & REFUND POLICY

EFFECTIVE DATE: 12/8/26

Katina Nadebaum strives to ensure that all our customers are satisfied with their purchases, however, we understand that there are occasions when items may need to be returned for a store credit or refund (depending on the circumstances) so we have established the following policy to ensure this process is as simple as possible. 

Our Returns and Refunds Policy forms part of, and must be read in conjunction with, our Website Terms and Conditions. 

Please note: our Returns and Refunds Policy does not affect your statutory rights to return products that are incorrect, damaged or faulty/not fit for purpose.

WHEN CAN I INITIATE A RETURN

We ask that you let us know within 14  days of receiving your order that you wish to initiate a return via Katina[at]katinanadebaum.com. 

I RECEIVED THE WRONG ORDER 

If you receive an item that you did not order, or if the contents of your order are incorrect, we apologise for the inconvenience and are committed to making things right as quickly as possible. We will ask you to return the incorrect product and let us know if you would like us to: 

  • send the correct item; or

  • provide you with a refund.

Follow the steps in How to Return Products below.

MY ORDER WAS DAMAGED IN TRANSIT  

Damaged Products (Damaged During Shipping): 

Despite our best efforts and those of our shipping partners to protect your products during transit, damages can sometimes occur. If your product arrives damaged as a result of the shipping process, we want to make it right. We will ask you to provide images of the package delivery (i.e photo of the damaged box prior to opening) and let us know if you would like us to: 

  • send a replacement; or

  • issue refund.

Follow the steps in How to Return Products below.

I HAVE CHANGED MY MIND, CAN I RETURN MY PRODUCT? 

Unfortunately, we cannot accept returns for change of mind on items. 

I ORDERED THE WRONG ITEM - CAN I RETURN IT FOR A REFUND?

We are unable to offer refunds for incorrect purchases; however, we can offer a credit for the product once the originally purchased, unopened product has been returned to us. 

HOW TO RETURN PRODUCTS

To return an incorrect, or damaged product, please follow the simple steps below:

To let us know the issue and that you would like to arrange a product return. We will advise the best address for you to send the products to. Contact us via Katina[at]katinanadebaum.com

To ensure a smooth return process, please include your original receipt or proof of purchase and complete any necessary return authorisation forms provided by us. Items returned without proper documentation may be delayed in processing. 

Processing Times for Returns

Once we receive your returned item, please allow up to 14 business days for your return to be processed. Refunds or store credits will be issued only after the returned item has passed a quality check to confirm it meets our returns criteria. We will organise a refund or replacement depending on the option you have selected.

SHOULD I RETURN BY REGISTERED POST?

We recommend that you return the product via Registered post. Katina Nadebaum will not be responsible for parcels lost or damaged in transit if you choose not to return by Registered post.

WILL A RESTOCK FEE APPLY? 

Restocking fees may apply in certain cases. Customers will be notified of any applicable fees or costs during the return process.

WILL YOU REFUND MY POSTAGE COSTS TO RETURN AN ITEM?

NO. We will not refund postage costs for returned items except in cases where the return is due to an error on our part, such as if the item is damaged, or incorrect

DISPUTE RESOLUTION

Any disputes or disagreements related to returns and refunds will be resolved through negotiation or mediation in accordance with our Website Terms and Conditions. In the event of unresolved disputes, the parties may seek resolution through arbitration or small claims court as applicable.

POLICY UPDATES

We reserve the right to update or modify this Returns and Refund Policy at any time.  Customers will be notified of any significant changes, and the revised policy will be effective from the date specified.