Exchanges and Returns

Our product exchange policy aims to provide our customers with complete security regarding the products purchased in our store.

All our products come with a warranty against manufacturing defects. We also exchange products that differ from those ordered by the customer. If you receive a product from us that has a manufacturing defect or is different from what you ordered, please follow the steps below to initiate an exchange:

If more than 7 business days have passed and the product presents any defects or issues, please contact us with your full name, order number, the product to be returned, and the defect. Once we receive your email, we will forward your request to our quality department for verification. Authorization from this department is necessary for a possible exchange. After the analysis, we will contact you with the results and inform you if an exchange is needed.

The period for requesting an exchange for this reason is 90 days after receiving the product. Please note, we will not process exchanges or refunds after this period.

Your complaint will be analyzed within a maximum of 7 business days. If a problem is confirmed, we will contact you via email, and you can choose one of the following options:

  • Receive a refund of the amount paid.
  • Receive a new product identical to the one ordered.
  • Receive a product of similar value.
  • Receive a coupon with the value of the product to use for future purchases.

According to the Australian Consumer Law (ACL), requests for cancellation of online purchases must be made within 7 business days after the date of receipt. For credit card refunds, our finance department has a maximum of 7 business days to process it with the credit card company. The time limit for the balance to return to your credit card is up to 120 days, depending on the credit card company and your billing cycle.

If a refund is necessary, it will be made to a bank account within a maximum of 10 business days after the quality analysis and can only be made to an account with the same name that was used on our site.

Products returned without prior communication, outside the deadline, without the required items, or without the tag or receipt, will be sent back to customers. The same applies to exchanges that are not approved after our quality department's analysis. These will be sent back to customers via Collect on Delivery (COD) and the return shipping costs must be paid by the customer.

Attention: Koala Buys Australia is not responsible for shipping costs for returns followed by refunds, chargebacks, or exchanges for other products. This expense is the customer's responsibility.