Last updated: 8 August 2026
Our voluntary store policies do not override the consumer guarantees and remedies provided by the Australian Consumer Law.
1. Faulty, unsafe or misdescribed goods
If goods fail to meet a consumer guarantee — for example because they are faulty, unsafe, not of acceptable quality, not fit for a disclosed purpose, or materially different from their description — you may be entitled to a remedy under the ACL.
2. Major and minor failures
The remedy depends on the circumstances and whether the failure is major or minor. For a major failure, a consumer may generally be entitled to choose a refund or replacement and may have other rights. For a minor failure, the supplier may generally choose to provide an appropriate repair within a reasonable time. Different remedies can apply to services.
3. Assessment
We may reasonably inspect or test a returned item before determining the appropriate remedy. If the problem is covered by the ACL, we will not impose arbitrary return deadlines, restocking fees or other conditions that unlawfully restrict your statutory rights.
4. Proof of purchase
We may ask for reasonable proof that you purchased the goods or services from Kennect. This can include an invoice, receipt, order confirmation, bank statement or other acceptable evidence.
5. Return costs for faulty goods
Where goods are entitled to a remedy under the ACL, responsibility for return or transport costs will be handled in accordance with the ACL and the circumstances, including the size and nature of the goods and whether a fault is established.
6. Change of mind
We are not required by the ACL to provide a refund or exchange merely because you changed your mind, chose the wrong item, found a lower price elsewhere or no longer need the product. Kennect may, at its discretion, approve a change-of-mind return on conditions communicated to you at the time. Any such voluntary policy is separate from your ACL rights.
7. Services
If a service does not meet applicable consumer guarantees, you may be entitled to have the service remedied, cancelled or refunded, and in some cases to compensation for reasonably foreseeable loss. The appropriate remedy depends on the nature of the failure.
8. Manufacturer warranties
A manufacturer warranty is additional to your rights under the ACL. Where Kennect is the seller, we will not require you to rely solely on a manufacturer warranty if Kennect has obligations to provide a remedy under the ACL.
9. Requesting a return or remedy
Contact us through our Contact page or call 0416 893 471. Please provide your order or invoice details and a clear description of the issue. We will explain the next steps.