Returns and Refunds
Our returns and refund policy
This policy applies to the Kessine Kakadu Plum Vitamin C Serum bought through kessine.com.au. Kessine is operated by Eagle Reborn PTY LTD T/A Kessine, ABN 68 695 496 970, based in Melbourne, Australia. Nothing in this policy limits your rights under the Australian Consumer Law.
Your rights under the Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major problem, you are entitled to choose a refund or a replacement. If a product has a minor problem that can be put right, we may choose to replace it. A product has a major problem when, for example, it is unsafe, is significantly different from its description, or would not have been bought by a reasonable person aware of the problem. These consumer guarantees apply no matter what else this policy says.
Faulty, damaged, or incorrect items
If your order arrives damaged in transit, or is not what you ordered, please tell us within 7 days of delivery. If a product develops a fault, please tell us within 30 days of delivery.
These timeframes are so we can investigate properly, including with the carrier, whose own claim deadlines are short. They are not a cut-off: your rights under the Australian Consumer Law apply for a reasonable period after purchase and are not affected by them.
Email [email protected] with:
- your order number,
- a short description of the problem, and
- clear photos of the item, the batch number and expiry on the bottle, and the outer packaging.
Please keep the item and its packaging until the matter is resolved. We may ask you to return the item before a refund or replacement is issued, and where a return is required for a faulty, damaged or incorrect item we will provide a return address and cover the reasonable cost of return postage.
Change of mind
For health and hygiene reasons we are unable to accept change-of-mind returns on skincare. Once a serum has left our fulfilment centre it cannot be resold, so we do not offer refunds or exchanges simply because you have changed your mind, and this applies whether or not the bottle has been opened. This does not affect your rights under the Australian Consumer Law, which continue to apply to any faulty product.
How we assess a claim
We assess each claim individually and in good faith, on the information and photos provided. We may ask a small number of follow-up questions, or ask for the item to be returned, before approving a refund or replacement. We do not charge a restocking fee.
How we process refunds
When a refund is approved, we refund it to your original payment method. Refunds are usually processed within five business days of us approving the refund or receiving the returned item, whichever applies. Your bank or card provider may take a few extra days to show the refund in your account.
Changing or cancelling an order
If you need to change or cancel an order, contact us at [email protected] as soon as possible. Orders are dispatched within 1 to 2 business days, so we cannot guarantee an order can be stopped once it has been sent for fulfilment. If it has already shipped, the faulty-item and consumer-guarantee terms above apply.
Contact us
For anything to do with returns or refunds, email [email protected] with your order number and we will help. You can also read our Shipping Policy for delivery times and costs.
Last updated: August 2026.