Refund policy

Last updated: 31/10/2025

At Kyros, we take pride in the craftsmanship and quality of every Heavy Set we ship. Each unit is inspected and packaged to meet the highest standards before leaving our fulfilment facility.
This policy outlines your rights and our procedures regarding returns, replacements, and cancellations.

1. Eligibility for Returns & Replacements

We only accept returns or offer replacements for products that have been damaged during transport.
Damage from misuse, improper handling, or normal wear and tear is not covered under this policy.

To qualify:

- You must notify us within 7 days of receiving your order.

- The item must be completely unused, in its original packaging, and safely repackaged for return.

- Video and photo evidence of the damage must be emailed to support@kyrosware.co
 before a return is approved.

- Returns received showing signs of use, damage from handling, or contamination (for hygiene reasons) will be rejected or disposed of without refund.

2. Major vs. Minor Damage

We distinguish between two types of damage:

- Major damage: Structural or functional damage that prevents proper use.
→ Replacement provided at no cost to you.

- Minor or cosmetic damage: Superficial marks or imperfections that do not affect usability.
→ You may request a return for inspection. If approved, you are responsible for return shipping.

3. Return Process

1. Contact support@kyrosware.co
 within 7 days of receiving your order, including:

- Order number

- Clear photos and video of the issue

- Brief explanation of the damage

2. Our support team will review your claim and confirm eligibility.

3. If approved, you’ll receive the return address in Australia and further instructions.

4. Once your item is received and inspected, we’ll notify you of the outcome.

5. If deemed eligible, a replacement will be processed by placing a new order on your behalf.

Please note:

- Return shipping costs for minor or cosmetic damage are the customer’s responsibility, unless otherwise agreed.

- Kyros is not responsible for items lost or damaged in return transit.

- Used items cannot be restocked or resold for hygiene reasons.

4. Cancellations

You may cancel your order within 2 hours of purchase or before the order status changes to “Processing” — whichever occurs first.
Once processing begins, the order can no longer be cancelled or modified.

5. Refunds

Kyros does not issue cash refunds.
Approved claims result in a replacement product only. This ensures every customer receives the full Kyros experience without compromise.

6. Response Time

All support inquiries are reviewed within 2 business days.
We appreciate your patience while we carefully assess each case to maintain the integrity and fairness of this policy.

7. Contact

For all return, replacement, or cancellation requests, contact:
- support@kyrosware.co

8. Governing Law

This policy and all related transactions are governed by the laws of Victoria, Australia, and interpreted in accordance with the Australian Consumer Law.