Returns & Refunds Policy

Last updated: September 2025

At KOLD, we want you to love your purchase. If something isn’t quite right, we’re here to help. Our Returns & Refunds Policy is designed in line with Australian Consumer Law (ACL) to make sure you feel confident shopping with us.

However, if you change your mind, you’re welcome to return your item to us within 30 days of receiving your order in exchange for a store credit.

Change of Mind Returns

  • If you change your mind, you’re welcome to return your item to us within 30 days of receiving your order in exchange for a store credit.
  • To be eligible, your item must be unused, unwashed, and in its original packaging with all tags attached.
  • Sale items are not eligible for return, exchange, or store credit.
  • All return shipping costs for change-of-mind returns are at your expense.
  • We have the right to refuse returns if they do not meet these conditions.

Faulty or Not Up to Standard Items

We take pride in our quality, but if you receive a product that is faulty, damaged, or not up to standard, please contact us immediately.

Email info@kold.au with:

  • Your order number
  • A clear image of the fault or issue
  • A brief explanation of the problem

We’ll offer a replacement or repair where possible. If you prefer a refund instead of a replacement, this will be processed once we’ve confirmed the fault in line with Australian Consumer Law.

Important Notes

  • We do not refund shipping costs or cover return postage unless the item is confirmed to be faulty or not as described.
  • Returned items must be in original condition—unused, unwashed, and unaltered.
  • We do not accept returns on used products due to hygiene reasons.

How to Lodge a Return

Please email us at info@kold.au before sending anything back. Unauthorised returns may not be accepted.

What Makes KOLD Different

  • FIRST OF ITS KIND

    We created KOLD to solve a beauty problem no one else had tackled. Temperature protection for your everyday essentials. As Australia’s first insulated makeup and toiletry bag, we’re changing the way beauty lovers pack, protect, and carry what matters.

  • DESIGNED TO DO MORE

    From the waterproof zipper to the antibacterial lining, every detail is designed with purpose. A sleek metal zip puller and hidden internal pouch elevate the look, proving that functional can still feel effortlessly stylish.

  • PORTABLE STYLE

    KOLD is designed to go wherever you do, without compromising on style. Sleek, compact, and finished with elevated details, it’s the kind of accessory that looks just as good in your handbag as it does on your vanity.
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