Refund policy

Returns & Warranty Policy

Effective Date: 9th of January 2025

At Konga’s Kreations, we strive to provide high-quality products and excellent customer service. Below is our comprehensive policy for returns and warranties.

30-Day Return Policy for Change-of-Mind

We offer a 30-day return policy for change-of-mind purchases, including items such as armour and clothing that are the wrong size. To qualify for a return:

  • The item must be in new and saleable condition.

    • Garments must be tried on but not worn.

    • LARP weapons must be unwrapped and handled but not used in combat.

Exclusions

  • Items that have been clearly mishandled, maltreated, or not maintained.

  • Foam tears caused by use against sharp or rough-edged surfaces are typically not covered, as these are not considered manufacturing defects.

  • Items deemed unsuitable for your local game’s rules after use or outside the change-of-mind period.

  • Cosplay/Costume Items: Products designed specifically for display-only purposes will be marked as such in the product description. Please confirm suitability before purchase.

Note: Any returns requiring manual handling to be resold may incur a restocking fee of up to 10%.

Steps to Return an Order

To process an exchange or refund, please contact us using the contact form and provide the following information:

  1. Reason for Return:

    • If due to breakage, describe the incident in detail, including any interactions with other players or equipment.

  2. Photo Documentation:

    • Attach clear photos of the issue in your reply email (initial contact form does not support photo uploads).

  3. Order Number:

    • Include the order number (found on your invoice or order confirmation email).

  4. Proof of Purchase:

    • If purchased at an event, include Square or EFTPOS receipts provided at the time.

Assessment Process

  1. If the breakage is deemed to fall under warranty conditions or the item is incorrect/missent, we will:

    • Request you send the item(s) back.

    • Repair or replace the item(s), or provide store credit if a replacement is unavailable.

    • A refund may be offered at our discretion.

  2. Items returned for warranty assessment must meet the guidelines for reasonable use and maintenance.

Foam Tears: If you suspect the issue is due to a manufacturing defect (e.g., air bubbles), contact us for assessment.

Customer Responsibility

While we provide guidance on equipment suitability, we are not responsible for items deemed unsuitable for your local group’s rules after use. Please exercise due diligence before purchase.

If you have any questions or need clarification, contact us at info@kongaskreations.com.au.