RETURNS & EXCHANGES

At Kenana Down Under, every piece is handmade with care by the women of Kenana Knitters. Because of the artisanal nature of our products, slight variations in size, colour, and texture are part of their story — and not considered faults.

That said, we want you to love your purchase. If something isn’t quite right, we’re here to help.

Please email to hello@kenanadownunder.com with your order number and request. We aim to respond within 1–2 business days.

All requests submitted outside the stated timeframes will not be accepted.

Returns

We accept change-of-mind returns within 14 days of delivery.

To qualify, items must be:

  • Unused and unwashed
  • In original condition
  • With all tags attached
  • Returned in original packaging

Items that show signs of use, wear, washing, or handling beyond inspection will not be accepted.

Please note:

  • Return shipping is the customer’s responsibility
  • Original shipping costs are non-refundable
  • Approved returns will be issued as a store credit only

Exchanges

Exchanges are available within 14 days of delivery, subject to stock availability.

Items must meet the same return conditions listed above.

To request an exchange, please email with:

  • Your order number
  • The item being returned
  • The requested replacement item

The exchange will be processed once the returned item is received and approved. Additional shipping charges may apply.

Faulty Items

We carefully inspect each order before dispatch. Because our pieces are handmade from natural cotton and wool, small variations in stitch tension, measurement and colour tone are part of their character — not faults.

If you believe your item has a fault, please email here within 7 days of delivery with:

  • Your order number
  • A clear description of the issue
  • Photographs for assessment

Where a fault is confirmed, we will offer a replacement or refund in line with Australian Consumer Law. Return shipping costs are covered for approved faulty items.

Sale & Promotional Items

All sale and promotional purchases are final and cannot be returned or exchanged unless faulty.