Keoma Pty Ltd is dedicated to providing our customers with quality products, ensuring that each transaction results in a satisfactory shopping experience. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. All products can be returned for an exchange or refund if the product is faulty, does not fit correctly or is not suitable. All returns for change of size or change of mind must be sent via a traceable service at the expense of the customer.

Any returns for refunds or exchanges should first be advised via email to keomaretail@keoma.com.au. Items sent back to us without first requesting a return will not be accepted.

All products must be returned in their original condition and packaging, that means that they must be in a new, unused, and unworn condition. We request that you do not write or use sticky tape on any items' labeling and packaging. Upon receipt of your returned products, Keoma Pty Ltd will happily reimburse you for the cost of the goods providing they meet our standard conditions for return. All returns for refunds or exchanges must be sent prepaid for the full price by a traceable carrier. 

We reserve the right to refuse a refund if:

  • The products are marked, damaged or show signs of wear
  • The products are not returned in their original condition
  • The products are not returned with the original box or packaging
  • The product is listed within our exceptions / non-returnable items as stated below 
  • The products are of an intimate, perishable or customised nature.

We will contact you if the items you have returned do not comply with our returns policy and are not eligable for a refund.

Refund Procedure

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Credit card refunds may take 5 -10 days to clear from the day of refund.

Exchange Procedure

If you would like to exchange your item online, please contact keomastore@keoma.com.au to return the item you have, and once the return is accepted, make a separate purchase for the new item. Exchanges are also available by visiting our retail store. If you would prefer to visit our retail store to request an exchange for an online purchase, please contact the Keoma Store prior to your visit.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.

If the products purchased at Keoma Pty Ltd are damaged upon delivery, Keoma Pty Ltd will replace them on the condition that written notification of their damage is advised to our online team within three (3) days of receipt of goods. Damaged goods must be returned to Keoma Store or Freitag Stores respectively within 14 working days of purchase to be eligible for a refund. Keoma Pty Ltd will naturally reimburse you for any postage charges you incur if the product/s are found to be damaged in transit. 

Exceptions / non-returnable items

Types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), personal care goods (such as beauty products), and intimate goods (such as socks, underwear, and earrings) Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

You can always contact us for any return questions at keomaretail@keoma.com.au.