2 - 5 Day Delivery

Return and Refund Policy

At Koala Mart, we place your satisfaction at the forefront of our priorities. If you’re not entirely happy with your purchase, we’re here to assist you.

Return Policy Overview

  • 30-Day Return Period: Items can be returned within 30 days from the date they were delivered.
  • Free Returns: We offer free shipping on all returns.
  • Fast Refunds: Once we receive and review your returned product, refunds are generally issued within 5 business days.

How to Start a Return

1. Reach Out to Us

    • Send us an email at hello@koalamart.au with your order number and a brief explanation of the issue.

2. Get Return Guidelines

    • Our Customer Service team will reply within 24 to 48 hours with instructions and a prepaid return label if your return request is approved.

3. Return the Item

    • Use the provided shipping label to send your product back. Make sure it is packed securely in its original box or an equivalent protective container.

Refund Policy

  • Refund Eligibility: Refunds are applicable for items that are defective, damaged, or sent by mistake.
  • Documentation: We may ask for photos or additional Information to streamline the refund process.
  • Processing Time: Refunds will be issued to your original payment method within 5 business days after the returned product has been inspected.

Exchange Policy

  • Exchange Eligibility: You’re entitled to one free exchange within 30 days if the item is in a sellable condition and has its original packaging.
  • Steps for Exchange:
    1. Contact us at hello@koalamart.au to request an exchange.
    2. Send the original product back using the prepaid label provided.
    3. We’ll assist you in placing a new order for your desired replacement item.

Exclusions

  • Non-Returnable Items: Products that are used, damaged, or missing their original packaging are not eligible for a refund.
  • Preference-Based Returns: Returns due to minor color differences or personal preferences cannot be accepted.

Important Notes

  • Inspection Process: All returned items undergo a review. If they do not meet the criteria, they may be sent back at your expense.
  • Late Returns: Items returned after 30 days might be subject to extra shipping or restocking fees.
  • Customer Support Hours: Our support team is available Monday to Friday, 10 AM to 6 PM AEST, to answer any questions you may have.

Contact Us

If you have questions about this Return and Refund Policy, don’t hesitate to reach out:

We deeply appreciate your trust in Koala Mart and aim to make every shopping experience enjoyable for you.