Refund Policy

Kerry Newcastle wants you to love everything you receive from us. This policy applies in addition to your rights under the Australian Consumer Law.

30-Day Money-Back Guarantee

We offer a 30-day change-of-mind return on all unused products, counted from the date of delivery. Items must be unused and in their original condition. Personalised items (such as baskets with a name stitched on) cannot be returned for change of mind, as they are made especially for you.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. These rights are not limited by the 30-day period above.

To start a return

Email our support team at support@kerrynewcastle.com with your order number. We will respond within 1 business day with return instructions. Returns are sent to our fulfilment centre; for change-of-mind returns, return shipping costs are the responsibility of the customer. For faulty or damaged items, we cover all costs.

Refund processing

Once your return is received and inspected, refunds are issued to your original payment method within 5-7 business days.

Faulty or damaged items

Contact us at support@kerrynewcastle.com within a reasonable time of delivery with photos. We will arrange a full replacement or refund at no cost to you, as required under the Australian Consumer Law.

Late or missing refunds

If you have not received a refund within 10 business days of approval, first check your bank account, then contact your card provider. If you still need help, email us at support@kerrynewcastle.com.

Contact

Kerry Newcastle
Email: support@kerrynewcastle.com