How Culture Kings brought its in-store refund experience online with Refundid

Culture Kings opened its first store on the Gold Coast in 2008 and built its name on how it feels to shop there: in-house DJs and walls of product you can actually try on. Today around 60% of its revenue comes from online, so the question was how to give online shoppers the same confidence they get in the store.

In-store, a Culture Kings customer can try on as much as they like, and if something doesn't work out they walk back in for a refund on the spot. Online, that safety net was missing. In 2020 some customers were waiting up to six weeks for a refund. That hurt reviews, tied up the support team, and made people think twice before buying.

It matters more than it sounds: about 65% of shoppers read the refund policy before they buy, and if they see no change-of-mind returns, pricey return postage, or slow payouts, plenty of them just buy elsewhere.

Culture Kings added Refundid so customers get their refund the moment they lodge a return, without waiting for the parcel to come back. The Refundid badge also sits on the product page, where it reads as a promise: the gear is good, and if it's not right for you, you're covered.

Culture Kings ran an A/B test to see what instant refunds actually did. Customers who got an instant refund were more likely to buy again than those who got a standard refund, and they spent more on that next order. Because the money lands while they're still on the site, they tend to repurchase straight away, often in a different size or with something extra in the cart.

Most retailers see somewhere between 5% and 20% of orders come back, so that's a big slice of customers whose experience is usually average at best. Culture Kings turned that moment into a reason to return.