Returns & Refunds
We want you to be completely happy with your KARU purchase. If you find the item isn't quite right, we are here to help you get it sorted.
The Return Window You have 14 days from the date you receive your order to return it to us. To be eligible for a refund, your item must be unused, unwashed, and in the same condition that it arrived, with all original tags still attached.
How to return:
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Visit our Self Serve Returns Portal.
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Once approved, you will receive a shipping label or return instructions via email.
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Drop your package at a tracked service point.
Refunds Once we receive and inspect your return, we will send you an email to confirm it has arrived safely. We will then process your refund to your original payment method. Please allow up to 10 business days for the funds to show in your account, as bank processing times can vary.
Shipping Costs The cost of return shipping is covered by the customer. We recommend using a tracked service, as we cannot be responsible for items that are lost in the post on their way back to us.
Faulty or Damaged Items We take great pride in the quality of our quilted pieces. In the unlikely event that your bag arrives damaged or develops a fault within 30 days of delivery, please contact us immediately. We will arrange a replacement where stock allows or a full refund, including any shipping costs incurred.
Exchanges Because our prints are often limited, we do not offer traditional exchanges. If you would like a different design, the best way to secure it is to return your original item for a refund and place a new order for the replacement.