Refund policy

Returns & Refunds Policy – KongQuest.Shop

Last updated: September 16, 2025

We’re a small, independent shop born from the parkour community. Everything we design, make and ship from kongquest.shop is created with love for our fans and fellow movers. Because our runs are small and our items are unique, we have to set clear conditions for returns and refunds to protect the integrity of the shop. Please read this policy carefully before ordering — it helps us keep bringing you the products you love and reinvesting back into our community.

This policy applies only to purchases made on kongquest.shop. Events, workshops and other services have their own policies on our main site.

Eligibility for Returns

We want you to feel confident about your order. To be eligible for a return, your item must:

Be in the same condition as you received it — unworn, unused, unwashed, and free from damage.
Include all original tags, packaging and any extras (stickers, cards, accessories).
Be accompanied by a valid receipt or proof of purchase.

Items sent back to us without prior approval will not be accepted. Because we are small-batch, we cannot accept returns on:

Perishable goods (food, plants, etc.).
Custom or personalised products.
Personal care items.
Hazardous materials, flammable liquids or gases.
Gift cards.
Limited-edition, exclusive or sale items — these are final sale once purchased.

If you’re unsure whether your item qualifies, please email us first — we’re happy to help.

Return Timeframe

You have 14 days from the date you receive your item to request a return. Because of our small scale, we cannot accept requests after this window.

How to Request a Return

We’ve added some steps to keep our returns process secure and fair for everyone:

Request approval first. Email us at info@kongquest.com.au within 14 days with your order number, a description of why you’re returning, clear photos of the item (front, back and any issues) and a photo of the packaged item before sending.
Receive instructions. If approved, we’ll issue you a return authorisation number, a shipping label and full instructions on how and where to send your package. Returns sent without an authorisation number will be rejected.
Send it tracked. Use a trackable shipping service and email us the tracking link right after posting. We’re not responsible for lost packages sent without tracking.

Return Address

KongQuest

30 Farm Cove Street

Gregory Hills, NSW 2557

Australia

Damaged or Incorrect Items

Please inspect your order when it arrives. If it’s defective, damaged or incorrect, email us at info@kongquest.com.au within 48 hours with photos so we can make it right.

Exchanges

Because we produce in small batches, we can’t hold items for exchange. The fastest way to get what you need is to request a return (if eligible) and place a new order once it’s accepted. Limited-edition and sale items are final sale and cannot be exchanged.

Refunds

When we receive your return, we’ll inspect it to verify:

It matches the photos you sent.
It’s in its original condition with all packaging and tags.

Only after confirming these conditions will a refund be approved. If approved, we’ll refund you to your original payment method within 10 business days. Please allow extra time for your bank or credit card provider to process it.

If more than 15 business days have passed since your refund was approved, please contact us at info@kongquest.com.au.

European Union Cooling-Off Period

If you’re in the EU, you have the right to cancel or return your order within 14 days of delivery for any reason, provided it meets the eligibility requirements above.

Thank You

We’re incredibly grateful to every person who shops with us. By supporting this store, you’re helping us give back to the parkour community that shaped us. We’re a tiny team but every order, email and photo means a lot. Thank you for reading and respecting our returns policy — it helps us keep creating unique products for our fans and investing back into the movement.