Our Returns Policy
Where applicable, our service offers a dispute solution and will appreciate it a lot if you provide:
a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to the warehouse if our Dispute Team asks for a return in Disputes.
Except for the important interpretation, Kink Flare will make a refund, resend, or accept the return for any of the following cases:
1. Orders Delayed
Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from the warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from the warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from the warehouse due to the strict customs clearance at Brazil.
c. For CJPacket Liquid Line to all counties, the warehouse will deal with your dispute for delayed orders after 100 days counting from the date that order departed from the warehouse.
d. For some special shipping methods, the warehouse cannot deal with your disputes. (See the following important interpretation)
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, we will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.
2. Orders not Received
We will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If you do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, you need to pick up the package by yourself. Otherwise, the product will be returned to the sender, our logistics company. During the return, we take no responsibility if products have been lost.
3. Products Damaged
We aim to offer a full refund or a replacement if packages arrived are badly damaged.
We aim to offer a partial refund, discount or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
b. For damaged packing boxes, we cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, you must lodge a complaint or open a dispute with us within 5 days after packages are delivered.
d. For electronic products, you must lodge a complaint or open a dispute with us within 10 days after packages are delivered.
4. Incorrect or Missing Products
We have a strict quality control process before products are dispatched. We will deal with incorrect or missing products as follows:
a. For incorrect products, we offer a full refund or replacement.
b. For products with wrong colour, size which doesn't affect product function, etc., we offer a refund or resend.
c. For parts missing which doesn’t affect product function, we may refund partially or resend the missing part.
5. Orders Cancellation
For orders cancellation, we offer a full refund only before products are processed by warehouses.
a. After payment, POD orders cannot be cancelled as they are customized.
6. Refunds
Where applicable we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us.
7. Exceptions
NOTE: We will not accept disputes regarding sizing issues. Please refer to our product pages regarding the nature of sizing and how best to avoid purchasing the incorrect size.
NOTE: Some of our products are not available for exchange, resend or refund. This will be specified on the product description. Please beware of this as we cannot accept disputes for these items.
To start a return, you can contact us at support@gokink.com.au. We will then contact you with the next steps.