Refund policy

Returns & Exchanges

At House of Kaos, we take pride in delivering premium-quality products. If something isn’t quite right, we’re here to help.

Returns

We accept returns within 14 days of your order being delivered.

To be eligible for a return, your item must:

  • Be unworn, unwashed and unused.
  • Be in its original condition with all tags attached.
  • Be returned in its original packaging.
  • Be free from stains, odours, pet hair or any signs of wear.

Items that do not meet these conditions may be declined and returned to the customer.

Exchanges

We offer exchanges for a different size, subject to stock availability.

If your requested size is unavailable, you may choose between:

  • Store credit, or
  • A refund (where applicable under Australian Consumer Law).

Customers are responsible for return shipping costs unless the item is faulty or we have sent the incorrect product.

Faulty or Incorrect Items

If you receive a faulty, damaged or incorrect item, please contact us within 7 days of receiving your order.

Please include:

  • Your order number.
  • A description of the issue.
  • Clear photos showing the fault.

If approved, we will cover all replacement shipping costs.

Non-Returnable Items

For hygiene and quality reasons, we cannot accept returns on:

  • Sale or clearance items.
  • Gift cards.
  • Items marked as Final Sale.
  • Products that have been worn, washed or altered.
  • Items damaged due to misuse or improper care.

Refunds

Once your return has been received and inspected, we’ll notify you of the outcome.

Approved refunds will be processed back to your original payment method within 5–10 business days.

Original shipping charges are non-refundable unless required under Australian Consumer Law.


Shipping Policy

We currently ship throughout Australia, with international shipping available to selected countries.

Processing Time

Orders are typically processed within 1–3 business days.

During product launches, promotions or holidays, processing times may be slightly longer.

Delivery

Estimated delivery times:

  • Australia: 2–8 business days
  • International: 7–21 business days

Delivery times are estimates only and may vary depending on your location and courier delays.

Once your order has been dispatched, you’ll receive a tracking number via email.

House of Kaos is not responsible for delays caused by shipping carriers, customs clearance or circumstances outside our control.


Refund Policy

We want you to love your purchase.

Refunds are only available when:

  • You receive a faulty product.
  • You receive an incorrect item.
  • Your order is significantly different from what was purchased.
  • Your rights under Australian Consumer Law require a refund.

We do not offer refunds for:

  • Change of mind.
  • Incorrect size selection.
  • Normal wear and tear.
  • Minor colour variations caused by different screen settings.


Privacy Policy

House of Kaos respects your privacy.

We collect personal information including your name, email address, phone number, shipping address and payment information to:

  • Process and deliver your orders.
  • Communicate regarding your purchase.
  • Improve your shopping experience.
  • Send marketing communications (only if you’ve opted in).

Your payment information is securely processed through trusted payment providers. House of Kaos does not store your credit card details.

We never sell or rent your personal information to third parties.


Terms & Conditions

By using our website, you agree to these Terms & Conditions.

House of Kaos reserves the right to:

  • Refuse or cancel orders where fraud or unauthorised activity is suspected.
  • Correct pricing or product description errors.
  • Update product availability without notice.
  • Modify these Terms & Conditions at any time.

All designs, logos, branding, graphics, photographs and content displayed on this website are the intellectual property of House of Kaos and may not be copied, reproduced or used without written permission.


Care Instructions

To maintain the quality of your garment:

  • Cold machine wash inside out.
  • Wash with similar colours.
  • Do not bleach.
  • Do not tumble dry.
  • Line dry in the shade.
  • Do not iron directly over prints or embroidery.
  • Do not dry clean unless specified.


These policies are suitable for a premium Australian streetwear brand. Before publishing them, it’s a good idea to review them to ensure they match exactly how you intend to handle returns, exchanges, shipping times, and refunds in practice, as your published policy should reflect your actual business processes.