Refund policy

This Return and Refund Policy applies exclusively to all orders placed on our Australian-facing online store www.kailyn.shop. This policy complies fully with the Australian Consumer Law (ACL). Australian statutory consumer guarantees cannot be excluded, restricted or modified under any circumstances.

Store Official Information

Store Name: Kailyn
Official Website: www.kailyn.shop
Contact Email: hello@kailyn.shop
Contact Phone: +1-3092795376
Registered Business Address: 456 Oakridge Drive, South Vancouver, Vancouver, BC V5S 3T1, Canada

1. Return Eligibility Window (Australia Orders Only)

For change-of-mind returns (size mismatch, style dislike, wrong purchase):
  • Customers may return eligible apparel items within 30 calendar days from the date customers receive the parcel within Australia.
For faulty, damaged, misdescribed items protected by Australian Consumer Guarantees:
  • No 30-day limit applies. Customers can lodge a claim within a reasonable timeframe if goods are of unacceptable quality, faulty, damaged on arrival, or not matching online product description.

2. Item Return Condition Rules (Mandatory)

All change-of-mind returned women’s clothing must meet all below requirements, otherwise returns will be rejected and shipped back to customer at customer’s cost:
  • Items are unworn, unwashed, unaltered, no perfume/makeup/deodorant/pet stains
  • All original brand tags, security stickers, packaging are fully intact and attached
  • No manual cutting, sewing, modification, or damage caused by customer use
  • Resellable original condition is required for all change-of-mind refunds/exchanges

3. Non-Returnable & Non-Refundable Items (ACL Compliance)

Due to hygiene regulations for Australian retail, the below categories are final sale, no change-of-mind return/exchange/refund allowed:
  • Women’s intimate apparel: underwear, briefs, shapewear, swimwear, bodysuits
  • Clearance, final sale, marked-down discount items (excluding faulty goods covered by ACL)
  • Custom embroidered/personalised custom clothing
  • Gift cards, store credit, digital discount vouchers
Important ACL Note: Even for final-sale items, we still offer remedy (refund, replacement, repair) if items arrive faulty, damaged, or defective under Australian Consumer Law rights.

4. Return Shipping Cost Policy (Australia Domestic)

  1. Change-of-mind returns: Customer bears all outbound return shipping fees, customs handling fees, and parcel insurance fees. Iselle will not cover return postage for voluntary returns.
  2. Faulty/damaged/wrong item returns: Iselle covers full return shipping cost for Australia customers. We will provide a free prepaid return label after your return application is approved.

5. Available Return Resolution Options

Once our warehouse receives and inspects your returned goods, you can choose one resolution below:
  • Full refund to original payment method
  • Size/colour/style exchange for equal-value apparel
  • Expiry-free Iselle store credit for future site purchase

6. Refund Processing Timeline

  • Inspection completed: 2-3 business days after warehouse receipt of returned parcel
  • Refund issuance: 5-10 Australian business days to process funds
  • Fund arrival: Depends on customer’s Australian local bank, card issuer or PayPal processing speed, usually up to 14 business days
Original delivery shipping fee is non-refundable for change-of-mind return orders.

7. How to Lodge a Return (Australia Customers)

  1. Send a return request email to official mailbox: hello@kailyn.shop
  2. Submit your order number, full name, item photos, return reason
  3. Wait for official return approval reply within 2 working days
  4. Pack items securely, attach approved return slip, ship back to assigned return address

8. Rejected Return Circumstances

We reserve the right to reject returns under below situations:
  • Return submitted over 30-day change-of-mind window with no valid fault proof
  • Items worn, washed, stained, damaged, tags removed
  • Hygiene-category intimate items returned for personal dislike reasons
  • Return parcel sent without official return authorization
Rejected items will be returned to the customer at the customer’s shipping expense.

9. Australian Consumer Law Statutory Rights

Nothing in this policy limits your mandatory rights under the Australian Consumer Law. You are entitled to:
  • Repair, replacement or full refund for goods with major failure
  • Compensation for foreseeable loss and damage caused by faulty goods
  • Remedies that cannot be waived by store return rules

10. Policy Revision Right

Iselle reserves the right to update this return and refund policy at any time. Updated terms will take effect once published on www.kailyn.shop. Orders follow the policy version published on your order checkout date.

Contact Support

For all return, refund, exchange enquiries: hello@kailyn.shop | +1-3092795376