Returns and Refunds Policy

The Kandui returns policy is in addition to the rights under the Australian Consumer Law.

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Faulty Items

If an item is deemed faulty, the customer may be entitled to a replacement, credit or refund, at the discretion of Kandui. Kandui reserves the right to decline a replacement, credit or refund claim where any product fault is caused by misuse or neglect.
•The refund is limited to the cost of the goods only, as stated on the issued invoice.

•Once Kandui has received the goods, they will be evaluated and the customer will be notified of the outcome.
•In the case where the product is assessed as faulty, it must be returned to Kandui. Kandui will arrange to collect the goods at no cost to the customer.

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Change of Mind or Incorrectly Ordered Goods

If the customer has incorrectly ordered or changed their mind, Kandui will offer a store credit or refund for the unused and unopened items returned. However, any shipping fee paid for the original purchase is non-refundable.
•Items must be returned within 30 days from the date of invoice.

•Items must be in the original packaging, unused, unopened, undamaged and free of any additional shipping labels or marks. Kandui will not accept resealed items.
•Incorrectly ordered or unwanted returns will incur a 15% restocking fee.
•It is the responsibility of the customer to pay the freight charges and insurance associated with the return. Kandui will not issue a credit or refund on such costs.

•Products must be returned with a tracking number. Kandui will not issue a store credit or refund for items that have not been received.

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Items Damaged in Transit

Be sure to check items upon receipt. All items damaged in transit must be reported
to Kandui within 48 hours from the date of receipt. Please email a photo of the damaged packaging and/or the products to info@kandui.com.au along with the invoice number.

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Shipping Policy

Orders are processed throughout the day. Packages leave the Kandui warehouse at 3pm with Australia Post or Sendle. Large and heavy items go by a nominated courier company.
Once the order is sent, a tracking number will be provided to the customer.

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Storage

Use vacuum sealed bags, it is also recommended to place silica gel beads inside the bags to absorb any remaining moisture. Store your filament spools in transparent storage boxes with sealed lids.