Returns & Refunds Policy

Last Updated: June 2026

We want you to love what you buy from The Kollektiv. If something isn't right, we're here to help. This policy applies to all purchases made through our online store at thekollektiv.com.au, in our Kalbar store, and at local markets where we have operated a stall as The Kollektiv.

Our returns policy operates alongside your rights under the Australian Consumer Law (ACL), which cannot be excluded, restricted, or modified.

YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

Regardless of this policy, you are entitled to a remedy under the Australian Consumer Law if a product:

• has a fault or defect that was not disclosed at the time of purchase

• does not match its description or any sample shown to you

• is not fit for the purpose it was sold for, or any purpose you made known to us before purchasing

• does not meet acceptable quality standards

These rights apply regardless of whether the item is on sale and cannot be waived. Depending on the nature of the fault, you may be entitled to a repair, replacement, or full refund.

CHANGE OF MIND RETURNS

We accept change of mind returns within 30 days of purchase, provided the following conditions are met:

The item is in its original condition — unworn, unwashed, and unaltered
All original tags are attached
The item is accompanied by proof of purchase (receipt or order confirmation)
The item is not listed as a final sale or clearance item

Items that do not meet these conditions will not be accepted for a change of mind return. We reserve the right to decline a return where we reasonably believe the conditions have not been met.

What You'll Receive

For approved change of mind returns, we offer:

Exchange for another size, colour, or product
Store credit to use in-store or online
Note: We do not offer cash refunds for change of mind returns. Refunds are only provided where required under Australian Consumer Law.

Items Excluded From Change of Mind Returns

The following items are not eligible for change of mind returns:

Final sale and clearance items (marked at point of sale)
Gift cards
Items that have been worn, washed, or altered
Items without original tags or packaging
Personalised or special order items

These exclusions apply to change of mind returns only. Your rights under the Australian Consumer Law still apply to all products, including those listed above.

FAULTY OR INCORRECT ITEMS

If you receive an item that is faulty, damaged, or not what you ordered, please contact us within 7 days of receiving your order. We will arrange a remedy promptly.

Depending on the nature of the fault, your remedy may include a replacement, repair, or full refund to your original payment method.

To report a faulty or incorrect item, email us at [email protected] with your order number, a description of the issue, and photos where possible.

HOW TO MAKE A RETURN

Online Orders

To return an online order:

Email us at [email protected] with your order number and reason for return.
We will confirm whether your return is approved and provide return instructions.
Pack the item securely with your proof of purchase included.
Post the item to: The Kollektiv Kalbar, Unit 5, 89 George Street, Kalbar QLD 4309.

Return shipping costs: For change of mind returns, return shipping is at your cost. We recommend using a tracked service, as we cannot accept responsibility for items lost in transit. For faulty or incorrect items, we will cover the cost of return shipping.

In-Store and Markets Purchases

Returns for in-store and markets purchases can be made in person at our Kalbar store during business hours. Please bring your proof of purchase.

If you purchased at a market event and are unable to return in person, please contact us to arrange an alternative.

REFUND PROCESSING

Where a refund is approved under the Australian Consumer Law, it will be returned to your original payment method within 5–7 business days of us receiving and inspecting the returned item.

Store credit is issued immediately upon approval of a return and can be used in-store or online.

We will notify you by email once your return has been received, inspected, and processed.

GOLF EQUIPMENT AND ACCESSORIES

Returns and refunds for golf equipment, accessories, and custom service items (including regripping and shaft repair) are subject to the same policy as other products and services, with the following additional notes:

Custom work (regripping, shaft repair, and similar services) cannot be returned or refunded once the service has been completed, unless the work is faulty.
New golf equipment once purchased is to be covered by the manufacturer warranty period, where applicable, and warranties vary by manufacturer. Due to the nature of the product, including customisation, new golf equipment cannot be returned for change of mind, refund or exchange. This is in addition to, and does not limit, your rights under the Australian Consumer Law.
Preowned golf equipment returned in original purchased condition within 30 days may be exchanged or returned as store credit, subject to the same conditions outlined above. Equipment that has been used on the course or range cannot be returned for change of mind.