Refund policy

Last updated: September 26, 2026

1. The Kkumi Guarantee

The Kkumi Guarantee is our voluntary 30-day change-of-mind policy. It applies to customers in the countries we sell to and is separate from any rights you have under consumer law.

Change of mind. If you change your mind, you may return an item within 30 days of delivery for either store credit or a refund of the product purchase price to your original payment method. The item may be opened, but it must be unused and in its original, resalable condition. Original shipping charges are not refundable, and return postage is your responsibility. To start a return, see Section 03.

Faults, damage and wrong items. Claims concerning faulty, damaged, incorrect or misdescribed goods are handled under applicable consumer law and the process described in Sections 02 and 03. For Australian customers, Section 06 explains the remedies available under the Australian Consumer Law. These rights are not subject to the 30-day change-of-mind period.

Your statutory rights come first. Nothing in the Kkumi Guarantee excludes, restricts or modifies any right or remedy you have under applicable consumer law. Where the law gives you greater rights, those rights apply.

2. Faults & Damage

What counts as a fault. A faulty-item claim must relate to a genuine manufacturing or material defect — for example, a misaligned cut or a pocket that won't hold a card as designed, or an item that arrived damaged or not as described. It does not cover normal wear and tear, damage from use, accidents, improper storage, or general ageing.

Time limits. Applicable consumer law determines how long your rights for a faulty item continue. Under the Australian Consumer Law, these rights apply for a reasonable period based on the product’s nature, price, expected lifespan and use. We assess each claim against the reasonable expected lifespan of that specific product; a rigid display item is expected to last far longer in normal handling than a consumable sleeve. The longer an item has been owned and used, the more likely an issue reflects use rather than a fault, and the more evidence we may reasonably ask for. Nothing in this section limits your rights under the Australian Consumer Law (Section 06), which apply for a reasonable period regardless.

Unboxing video. An unboxing video is not required, and not having one does not disqualify your claim — we assess every claim on the available evidence, including photos. That said, a continuous, unedited video filmed from the sealed mailer is the most reliable way to verify a missing item or transit damage. Where a shortage claim cannot be substantiated and our packing footage clearly shows the item was packed and dispatched, we may decline that part of the claim. This does not affect your rights under the Australian Consumer Law.

We recommend inspecting your order as soon as it arrives and filming the unboxing from the sealed mailer. To raise an issue, email hello@kkumi.com.au.

3. Returns, Exchanges, & Refunds

Returns. Please contact us before sending anything back so we can arrange your return. Prior approval is required for returns under our voluntary change-of-mind policy. If you send an item back without approval, we may decline that return and require you to cover the reasonable cost of sending it back to you.

This approval requirement does not apply where you are exercising a statutory right to return goods, and nothing in this section limits your statutory rights. Where a return is accepted because of a fault or an error on our part:

• Australian orders: we will provide a prepaid return shipping label.
• International orders: because international shipping is costly, we assess international defect claims case by case using photo or video evidence of the fault. If verified, we will generally process a replacement or refund to your original payment method without requiring a return. We may, however, require the item to be returned for inspection before a final decision; in that case you cover the return postage upfront, and if the item is confirmed faulty on arrival we reimburse that postage in full alongside your refund or replacement.

For change-of-mind returns, return postage is your responsibility, and items must be returned unused and in their original, resalable condition.

Returns (where required) should be sent to:

Kkumi,
37 Endeavour Drive,
Port Kennedy WA 6172,
Australia

Exchanges. We do not offer direct swaps for change of mind; please return the item for store credit or a refund and place a new order for what you'd prefer. For faulty items, the remedy depends on your rights under applicable consumer law. For a major failure, you choose a refund or replacement. For a minor failure, we may choose to replace the item or refund you. Nothing in this section limits your statutory rights.

Refunds. We aim to assess returns and damage claims within 3 business days of the item reaching us, though it can take longer at busy times. Once assessed and approved, the refund is processed within an hour and generally reaches your original payment method within 3–5 business days; your bank or card provider may take additional time to process it. Where a claim results in a refund for a product fault, the refund also includes the original shipping you paid. For change-of-mind returns, the refund covers the item price only and excludes the original outbound shipping cost.

Verification. For higher-value or authenticated items, we may verify a returned item against our records before processing a refund. This protects both sides against fraud. It does not apply to standard returns.

4. Non-Returnable Items

Under our voluntary 30-day change-of-mind policy, we do not accept returns of:

• Opened “Blind” or “Random” packs, where the seal has been broken and the contents revealed.
• Gift cards.
• Custom or personalised products, such as special orders.

These exclusions apply only to our voluntary change-of-mind policy. They do not limit any statutory cancellation, refund or other consumer right that applies to you, including rights for faulty or misdescribed goods. For EU and UK orders, opening a blind, random or other sealed collectible does not by itself remove the statutory right to cancel. If you have handled the item beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may reduce the refund to reflect any loss in value where the law allows.

5. Greenlight Orders

Greenlight products are pre-ordered and manufactured to order. The following terms apply in addition to the rest of this policy:

5.1 You may cancel a Greenlight order and receive a full refund at any time before the item is dispatched, for any reason. Contact us at hello@kkumi.com.au to cancel.

5.2 If a Greenlight campaign does not reach its goal, or we decide not to proceed with production, all orders in the campaign will be refunded in full automatically.

5.3 Refunds are made to the original payment method within 10 business days.

5.4 Once a Greenlight order has been dispatched, the standard terms of this policy apply.

5.5 Nothing in this section excludes, restricts, or modifies your rights under the Australian Consumer Law or our Kkumi Guarantee. A Greenlight product that is faulty, not of acceptable quality, or not as described is subject to the same remedies as any other product.

6. Your Statutory Rights — Australia

Our goods come with guarantees that can't be excluded under the Australian Consumer Law. Nothing in this policy limits or excludes your rights under the ACL, including your right to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

Under the ACL, for a major failure you choose between a refund, a replacement, or keeping the item and claiming the drop in value. For a minor failure, we may choose to repair, replace, or refund. These rights sit above the Kkumi Guarantee wherever they give you more.

7. Your Statutory Cancellation Rights: EU and UK

These rights are in addition to the Kkumi Guarantee and do not affect your rights for faulty or misdescribed goods.

If your order ships to the European Union or United Kingdom, you may cancel an eligible online purchase without giving a reason. You must tell us within 14 days after the day you, or a person you nominate other than the carrier, receives the goods. If one order is delivered in separate shipments, the period runs from the day the last item is received. For EU customers, if the cancellation period ends on a non-working day, it extends to the next working day.

To cancel, email hello@kkumi.com.au before the deadline with a clear statement that you wish to cancel. Please include your name, order number and the items being cancelled. You may use the optional cancellation notice below, but you do not have to.

After telling us, send the goods to the address below without undue delay and no later than 14 days after the day you notified us. You meet the return deadline if you send the goods before that 14-day period expires.

Kkumi
37 Endeavour Drive
Port Kennedy WA 6172
Australia

You are responsible for the direct cost of returning the goods unless we have agreed to pay it or applicable law requires us to pay it. We recommend using a tracked service and keeping proof of postage.

We will refund the price paid for the cancelled goods. If you cancel the whole eligible order, we will also refund the cost of the least expensive standard delivery option offered for that order. We do not refund the additional cost of express or another premium delivery option you selected. If you cancel only part of an order, we will refund any outbound delivery amount required by applicable law.

We will make the refund using your original payment method unless you expressly agree otherwise, and we will not charge a refund fee. We will make the refund without undue delay and, subject to the right to withhold it described below, no later than 14 days after you tell us you are cancelling. We may withhold the refund until we receive the goods or you provide evidence that you sent them back, whichever occurs first.

Opening a “Blind”, “Random” or other sealed collectible does not by itself remove your statutory cancellation right. You may inspect the item only to the extent reasonably necessary to establish its nature, characteristics and functioning, as you could in a shop. Because blind-pack contents cannot normally be revealed before purchase in a shop, opening the pack may go beyond reasonably necessary inspection and reduce its value. Where the law allows, we may reduce your refund by the actual loss in value caused by that handling, up to the price paid for the affected item. We assess that loss based on the item’s condition and realistic resale value, and we do not apply an automatic restocking fee or fixed percentage.

A statutory exception will apply only where the product and circumstances fall within an exception specifically recognised by applicable law. Where the law gives you longer or additional rights, those rights apply.

Optional cancellation notice template

You can copy and complete the template below to tell us that you are cancelling your order. You do not have to use this template. Any clear statement sent before the cancellation deadline is sufficient.

Send the completed notice to hello@kkumi.com.au.

I give notice that I wish to cancel my contract for the following goods:

Goods:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Date: