Return Policy

Return and Refund Policy

Kallam – www.kallam.com.au Effective Date: 19 November 2025

1. Your Statutory Rights Under Australian Consumer Law (ACL) – These Cannot Be Taken Away

All products sold on kallam.com.au come with non-excludable consumer guarantees under the Australian Consumer Law. In simple terms this means:

  • Goods must be of acceptable quality, fit for purpose, match description, etc.
  • If something is faulty or not as described or unsafe, you are legally entitled to a repair, replacement or refund (your choice for major failures) for a reasonable time after purchase — this statutory right exists regardless of anything written below.

We will always meet (and often exceed) these legal obligations.

2. Our Voluntary Change-of-Mind Returns (Above and Beyond ACL)

Because our colouring pens, markers and many STEM toys are considered hygiene/safety-sensitive items once opened or used, we can only accept change-of-mind returns if the product is completely unopened, unused and in original sealed packaging.

Condition

Timeframe for Change-of-Mind Return

Who Pays Return Shipping

Refund Amount

Unopened, unused, original packaging with all seals intact

Within 30 days of delivery

Customer (except in special cases at our discretion)

Full refund of item price (original shipping non-refundable)

Opened or used

Not eligible for change-of-mind

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  • We may, at our complete discretion, offer free return shipping or a partial store credit on a case-by-case basis (e.g., loyal customers or high-value orders).
  • Exchanges for a different colour/size/item are treated the same as returns (30-day window, unopened only).

3. Faulty, Damaged or Incorrect Items (Statutory Remedies)

If your item arrives damaged, is faulty, or we sent the wrong product:

  • Notify us as soon as possible (ideally within 14 days of delivery so we can fix it quickly, but your ACL rights continue for a reasonable period beyond this).
  • Send photos and your order number to team@kallam.com.au.
  • We will provide a free pre-paid return label (or reimburse your postage).
  • You can choose: full refund (including original shipping), replacement, or repair — whichever you prefer.

 

4. How to Start a Return

  1. Email team@kallam.com.au within the relevant timeframe with your order number and reason.
  2. We will reply within 2-5 business days with approval and return instructions (including RMA number if required).
  3. Pack the item securely and ship to our Queensland warehouse.
  4. Once received and inspected, refunds are processed within 7–10 business days.

5. Non-Returnable Items (Even Under ACL in Some Cases)

  • Any product that has been opened or used (change-of-mind only — faults still covered).
  • Personalised or custom-made items.
  • Gift cards and digital downloads.

6. Contact Us

Email: team@kallam.com.au

Phone: +61 430 835 700

Thank you for shopping with Kallam — we’re a small Queensland family business and we truly appreciate your support!