Refund policy

Last updated: 26 October 2026

30-day money-back guarantee

Not in love with your tree? Give it a go. If you're not happy for any reason, you can return it within 30 days of delivery for a full refund of the price you paid for it, even if you've opened the kit or made the tree.

How it works:

• email us at info@kitzy.com.au with your order number, and we'll give you our return address in Australia;
• send back the kit or the finished tree, with its parts (a few missing beads are fine);
• you pay the return shipping (we recommend a tracked service, as we can't refund parcels that don't reach us);
• the original shipping cost is not refundable;
• once we receive it, we refund you to your original payment method within 5 business days. Your bank may take a few more days to show it.

The guarantee is in addition to your rights under the Australian Consumer Law (see below).

Faulty, damaged, incomplete or not as described

If your kit arrives damaged, has missing parts, doesn't light up, or isn't what we described, you are protected by the Australian Consumer Law, whether or not the kit has been opened.

Email us at info@kitzy.com.au with your order number and a photo or short description of the problem. We will:

• send replacement parts or a replacement kit, or refund you, as required by the Australian Consumer Law; and
• cover any reasonable return shipping costs if we need the item back.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Bundles

If you return part of a bundle (for example, 1 tree from a 3-tree pack) under the money-back guarantee, we refund the difference between what you paid and the price of the trees you keep at our single or bundle price.