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You are here: Returns Policy

Returns Policy - 100% Satisfaction Guarantee!


If you are not satisfied with an item that you have purchased, you may return the item absolutely FREE within 14 days of delivery for a full refund of the purchase price and freight costs, or a product exchange, subject to the terms and conditions listed below.

Please note that the criteria apply to ALL RETURNS, including defective items and those that may have been damaged during shipping.

  • 1  Returns Criteria

    To allow us to pass a full refund for a returned item, the product you wish to return must comply with the following criteria:

    • 1.1  The Product is in an ‘as new’ condition.

    • 1.2  The Product was purchased in the last 14 days.

    • 1.3  All paperwork, packaging and parts must be included to ensure a full credit.

    • 1.4  The Product is in its original packaging.
      If returns are received in damaged or missing original packaging but meet all the remaining Returns Criteria (1.1 to 1.3 inclusive), we will deduct a 20% re-stocking fee from your credit.

    • 1.5  All pillows must be returned unopened in their original packaging to qualify for a refund. For hygiene reasons, pillows that have been opened or used will not be refunded. 

  • 2  Obtain an Item Return Label

    • 2.1  Call Karo Customer Service on (02) 8313-7090 or email to receive an Item Return Label that must be attached to the carton. This Item Return Label will be sent to you by email as a pdf attachment, or should you not have an email address, by Australia Post.

    • 2.2  Please have your Invoice Number available when calling Karo so that we can trace your original order.

    • 2.3  Note that refunds will not be issued for pillows that have been opened or used, products that are soiled, damaged, have missing parts or are returned without an Item Return Label.

  • 3  Procedure for all Returns

    • 3.1  Pack the item securely in its original packaging. Please wrap the product so it does not get damaged during shipment. All returned items must be in the same condition in which they were received. Ensure all paperwork, packaging and parts are included to allow us to pass a full credit or refund.

    • 3.2  Attach the Item Return Label to the carton. The Item Return Label will specify how the item is to be returned to us, i.e. either through Australia Post or via our preferred Courier Service.

    • 3.3  If the item is returned to us via Australia Post, you will be required to pay up-front for the return postage to Karo, however we will refund you the cost of any such postage in accordance with our standard refund policy (see clause 3.5).

    • 3.4  If the item is returned to us via our Courier Service, you will not be required to make any up-front payment to return the item to us, and the Courier will collect the item from your given physical address.

    • 3.5  After inspection by us to ensure the product is returned in accordance with the Returns Criteria (clause 1 above), refunds or credits inclusive of all freight costs incurred by you, will be issued by Karo within 14 days of product receipt.

    • 3.5.1  For all Credit Card purchases that are returned via Australia Post, the refund will be issued in two amounts. The original purchase price of the returned item/s will be refunded directly against your credit card, and a second amount for the return postage, will be refunded separately either via cheque or EFT into your nominated bank account.

    • 3.5.2  For all Cheque or EFT purchases that are returned via Australia Post, the refund for both the original purchase price of the item/s and the return postage, will be made in a single payment either via Cheque or EFT into your nominated bank account.  

    • 3.5.3  The amount that Karo will refund the purchaser for the return postage via Australian Post, will be capped at the amount originally paid by Karo to post the item/s to the purchaser.   

    • 3.6  Refunds will not be issued for products that are soiled, damaged, missing parts or returned without an Item Return Label.

    • 3.7  For undeliverable packages caused by customer error, we will credit you minus all shipping costs.

    • 3.8  Once your order has been shipped we will not be able to cancel your order, and you will have to follow the standard returns policy once you receive the item.

    • 3.9  If you receive damaged merchandise, you must notify us within 24 hours or 1 working day of receipt, and make sure you keep all the original boxes and packaging.

    • Complete Terms & Conditions