COVID-19 update for our customers: As an essential service, we are open for business and can continue to assist you with your relocation or storage needs. Read on >

Refunds and Returns Policy

The term ‘KENT’ or ‘us’ or ‘we’ refers to the owner of the website whose registered name is Kent Relocation Group Pty Ltd. Our registered office is located at 30 Duerdin Street, Clayton, 3168 Victoria Australia 3074. Our ABN is 54 712 591 719. The term ‘you’ refers to the user or viewer of our website.

Returns for Purchases made from KENT

We generally do not accept refunds/returns for change of mind purposes.

If you do have an issue with the products that you have ordered, please contact our customer service team immediately and they will be able to advise if there are any options available for you.

In accordance with Australian consumer law KENT does not accept exchanges or refunds in the following situations:

  • changed your mind (for example no longer require the boxes or ordered too many of a particular product)
  • ordered the wrong item (for example the packaging you purchased from KENT was too large or small for your needs)
  • found the goods cheaper elsewhere
  • were aware of the relevant fault before buying the goods (for example sample stock)
  • damaged the goods by misusing them (for example folded products incorrectly).
  • as a result of any delays by a courier

 

Courier Delays

We do not offer exchange or refunds based on courier delays. In addition, we are unable to refund courier cost in the event of a delay in delivery. If you are having issues with a courier delivery, please contact us immediately as we would be more than happy to assist.

 

What is the product is faulty or incorrectly delivered?

We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem. Returns will be accepted for products purchased online if they are faulty or the products delivered do not match your Order. All claims for faulty or incorrectly delivered items must be received within 7 days from date of dispatch.

KENT may ask you to provide further information or photographs via email to help us assess your situation and to help resolve the issue as fast as possible. All online purchases claimed as faulty will need to be sent back to KENT for an official assessment by the KENT product development team.

 

How long will it take to get a refund if approved?

Once your goods have been received by KENT, please allow up to 7 working days for your refund to be processed back to your account. Your receipt of your refund will depend on the period of time it takes your financial institution to finalise the refund.

 

How do I contact the Customer Service Team?

The Customer Service team operates on Monday to Friday (excluding public holidays in Melbourne, Australia) from 9.00am until 4.00pm Australian Eastern Standard/Daylight Savings Time. Call (03) 8569 8479 or you can also contact us via email at [email protected]

 

Shipping

KENT’s days of operations for delivery are Monday to Friday, servicing locations across Australia. Please refer to the shipping calculator within the checkout to determine if your delivery address is within our service area and the correlating delivery fee.

KENT or its agent will deliver the goods to the address specified in your order, within the agreed time frame, subject to their availability.

The standard timeframe for delivery is a minimum of 2 days from the order date.

Anyone at the delivery address who receives the goods will be presumed by KENT or its agent to be authorised to receive the goods.

If there is no-one at the delivery address or no-one of appropriate age to receive the order, KENT may charge you additional delivery fees.

Once the goods are delivered to you, you will own them, and it is your responsibility if they are lost or damaged. If your product is faulty, damaged in transit or incorrectly shipped you must notify Kent Customer Service Team within a 7-day period. Shipping charges may apply and are not refundable.

 

What payment methods does KENT accept?

All transactions via KentStorage.com.au are processed in AU$ via Secure Pay

Please note that a surcharge of 1.65% may apply for all payments made via AMEX, Visa or Mastercard.