Returns & Refund Policy

At Kuka Arthouse (“we”) we aim to settle issues fairly if something goes wrong or you change your mind subject to eligibility and statutory rights.

1. Australian Consumer Law (ACL)

Nothing in this policy limits statutory rights Australians have under the Competition and Consumer Act and related ACL provisions. Certain goods supplied in trade may come with automatic consumer guarantees — acceptable quality, fitness for purpose, matching description, spare parts/support as required by law — that cannot lawfully be excluded.

Where a statutory major failure arises, remedies may include a refund or replacement. For non-major failures where repair or replacement remains possible, statutory remedies vary. Consumers can learn more via the ACCC (accc.gov.au) or their state/territory fair trading office.

2. Incorrect, damaged, or missing items

If goods arrive materially damaged or not as stated, notify us promptly with photographic evidence and your order number. Subject to ACL and fairness, we will arrange replacements, store credit, refunds, or other remedy we agree suits the situation once return or disposition steps are clarified.

3. Change of mind (non statutory)

You may notify us within 14 days after delivery — or where digital goods unlock instantly, within 14 days after purchase confirmation — requesting a discretionary change-of-mind remedy offered at our goodwill. Acceptance depends on the product type:

• Physical goods eligible for discretionary return generally must arrive back to us unused, resaleable packaging where practical, freight prepaid unless we agree otherwise, and bear the original identifiers.
• Printed or customised items made to specification may have limited or no discretionary return entitlement once manufacture starts.
• Downloaded or delivered intangible files may be legally non refundable once substantially performed if consumer law agrees; we nonetheless assess goodwill requests individually.

4. Refunds to your payment card

Approved refunds return to your original payment method where possible via our payments provider, Stripe (stripe.com). Refunds typically appear within several business days depending on your card issuer.

5. Order cancellation prior to fulfilment

If you withdraw before fulfilment ships and statutory rights unaffected, contact us ASAP. Paid reserved stock may incur restocking deductions only where goods were held solely for you and law permits charging preparatory labour.

6. Disputed card charges (“chargebacks”)

Please email us prior to escalating to your issuer so billing queries can reconcile quickly — unauthorised charges or mistakes can often be refunded instead of lengthening disputes.

7. Territory

Our primary place of business is Australia. Overseas buyers still receive applicable mandatory protections in addition to discretionary policies above whenever those laws apply to the transaction.

8. How to lodge a refund or return enquiry

Email hello@kukahouse.com citing order confirmation number, SKU/title purchased, concise issue statement, attachments as needed, preferred remedy. We ordinarily respond inside a few AU business days.