Refund policy

Returns & Refunds Policy

Last updated: 12 June 2026

At Unku, we want you to love your piece and feel confident shopping with us. This Returns & Refunds Policy explains how we handle change-of-mind returns, exchanges, faulty items and refunds.

This policy applies to purchases made through unkualpaca.com.

Nothing in this policy limits your rights under the Australian Consumer Law.

1. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a remedy if an item fails to meet a consumer guarantee, including if the item is faulty, not of acceptable quality, unsafe, significantly different from its description, or does not do what we said it would do.

Depending on the issue, the remedy may be a repair, replacement, refund or other solution required by law.

2. Change-of-mind returns

We offer 30-day change-of-mind returns for eligible items.

To be eligible for a change-of-mind return, your item must be:

returned within 30 days of delivery;
unworn, unused and unwashed;
in its original condition;
with original tags attached;
free from marks, odours, perfume, pet hair or damage;
returned with proof of purchase.

Change-of-mind returns are offered in addition to your rights under the Australian Consumer Law.

3. Exchanges

We offer exchanges for size, colour or style, subject to availability.

If the item you want is unavailable, we may offer you a refund, store credit or another suitable option.

To request an exchange, please contact us at:

info@unkualpaca.com

Please include your order number and the item you would like to exchange.

4. Faulty or incorrect items

Please contact us as soon as possible if your item is faulty, damaged, incorrect or not as described.

Email us at info@unkualpaca.com with:

your order number;
a description of the issue;
clear photos of the item and the issue;
photos of the packaging, if relevant.

We may need to assess the item before providing a remedy.

If the item has a major problem, you may be entitled to choose a refund or replacement under the Australian Consumer Law.

If the item has a minor problem, we may offer a repair, replacement, refund or another appropriate solution, depending on the circumstances.

If we confirm that the item has a fault or issue covered by the Australian Consumer Law, we will cover or reimburse reasonable return shipping costs.

5. Items not eligible for change-of-mind returns

For change-of-mind returns, we cannot accept items that are:

worn, washed or used;
damaged after delivery;
affected by improper care or storage;
returned without tags;
marked with makeup, perfume, deodorant, food, pet hair or other odours;
outside the 30-day change-of-mind return period;
marked as Final Sale, unless required under the Australian Consumer Law.

This does not affect your rights under the Australian Consumer Law if the item is faulty or otherwise fails to meet a consumer guarantee.

6. Care-related issues

Our pieces are made from natural baby alpaca fibre and should be handled with care.

We are not responsible for damage caused by:

incorrect washing;
tumble drying;
bleaching;
ironing at high heat;
rough handling;
normal wear and tear;
improper storage;
failure to follow the care instructions provided.

If you believe your item has a manufacturing fault, please contact us and we will assess it fairly.

7. Return shipping

For change-of-mind returns, customers are responsible for return shipping costs.

We recommend using a tracked shipping service, as we cannot process a return that we do not receive.

If your item is confirmed to be faulty, incorrect or otherwise covered by the Australian Consumer Law, we will cover or reimburse reasonable return shipping costs.

8. Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method.

Please allow time for your bank, card provider or payment provider to process the refund.

For change-of-mind returns, original shipping charges are not refundable unless required by law.

9. Sale items and promotional purchases

Sale or promotional items may be returned for change of mind unless they are clearly marked as Final Sale.

Items marked Final Sale cannot be returned for change of mind.

However, if a sale or Final Sale item is faulty, not as described or otherwise fails to meet a consumer guarantee, you may still be entitled to a remedy under the Australian Consumer Law.