Warranty and Refund Policy

Ktena agrees to supply underclothing products that are of merchantable quality – they must meet a level of quality and performance that would be reasonable to expect, given their price and description. They should also be free from defects that were not obvious at the time of purchase.

Should you believe that your goods are faulty, please contact us to discuss & arrange for replacement products within 14 days of purchase – provided the garment has not been worn, damaged or altered. Health regulations prevent us from exchanging worn merchandise for your safety.

We do not offer warranty on garments that have not been cared for &/or stored according to our recommendations. Goods must be in their original condition and have the original labels attached.

Goods being returned should be accompanied by documentation showing your name, address, order number and the reason for the return. Postage and freight charges will be the responsibility of the customer. We recommend you keep a copy of the tracking ID for your package

We do not pay the postage for the return of goods unless they are faulty. Please allow up to 14 working days for your return to be processed.

Change of size

Swapping over for another size is easy

All you need to do is send them back within 14 days with a note inside the parcel indicating your order number and the size you would like them exchanged for. Once received, we will send you back the size you need, no fuss.

Remorse

If you change your mind, within 14 days, send them back to the factory unworn and in original condition, accompanied by documentation showing your name, address, order number and the reason for the return. Postage back will be your responsibility. Once received, we will issue a refund of the garment price via Paypal, refund back to your credit card or by cheque posted to the purchaser’s nominated address.

Faulty garments

If by chance you receive a product that is faulty, we will immediately replace it at no charge. All you need to do is email us at [email protected] with the issue, together with a photo and we will send you a replacement garment and a reply paid envelope for you to post back the defective garment.

Email: [email protected]

Phone: 1300 583 622

Return address:

Ktena Knitting Mills

20 Burlington Street

Oakleigh  VIC  3166

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