Refund policy

At Koalaroma, we take pride in the quality of our products and the satisfaction of our customers. If you are not completely satisfied with your purchase, please review our refund policy below.

  1. Refund Eligibility:

To be eligible for a refund, please ensure the following:

  • The item was purchased within the last 30 days from koalaroma.com.au.
  • The item is in its original packaging, unopened, and in the same condition that you received it.
  • You have a receipt, order confirmation, or proof of purchase from Koalaroma.

Please note that gift cards, promotional items, and merchandise are not eligible for refunds.

  1. How to Request a Refund:

To request a refund, please follow these steps:

  • Contact our customer support team at shop@koalaroma.com.au or through our website's contact form.
  • Provide your order number, proof of purchase, and a brief explanation of your reason for requesting a refund.
  • Our team will review your request and provide further instructions on how to proceed.
  1. Shipping Costs for Returns:

You will be responsible for paying the shipping costs associated with returning your item(s). Shipping costs are non-refundable. If you receive a refund, the original shipping cost will be deducted from your refund amount.

  1. Processing Your Refund:

Once we receive and inspect the returned item(s), we will send you an email notification about the status of your refund request. If your refund is approved, we will process the refund, and a credit will be applied to your original method of payment within 5-7 business days.

  1. Late or Missing Refunds:

If you have not received a refund after 7 business days, please check with your bank, credit card company, or payment provider, as it may take additional time for your refund to be posted. If you still have not received your refund after following these steps, please contact our customer support team for assistance.

  1. Exchanges:

We only replace items if they are defective or damaged. If you need to exchange a product for the same item, please contact our customer support team for further instructions.

  1. Exceptions:

In certain situations, refunds may be granted at our discretion, even if the conditions mentioned above are not met. Please contact our customer support team if you believe you have a valid reason for a refund that falls outside of our standard policy.

By making a purchase on koalaroma.com.au, you agree to this refund policy. If you have any questions or concerns, please do not hesitate to contact our customer support team. We're here to help!