Refund policy

Return Policy – 60-Day Money-Back Guarantee

We offer a 60-day money-back guarantee, which means you have 60 days after receiving your item to request a return.

Eligibility for Returns
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us at info@koalawellness.co

If your return is approved, we’ll provide a return shipping label along with instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

For any questions about returns, you can always reach us at info@koalawellness.co.

Damages and Issues
Please inspect your order upon arrival. Contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items
Certain items cannot be returned, including:

  • Perishable goods (food, flowers, plants)
  • Custom or personalized products
  • Personal care items (beauty products)
  • Hazardous materials, flammable liquids, or gases

Please contact us if you have any concerns about a specific item.

Note: Sale items and gift cards cannot be returned.

Exchanges
The fastest way to get what you want is to return the item you have and, once the return is approved, place a separate order for the new item.

European Union 14-Day Cooling-Off Period
If your order is shipped within the EU, you have the right to cancel or return your order within 14 days, for any reason and without justification. Items must be unworn or unused, with tags, and in their original packaging. Receipt or proof of purchase is required.

Refunds
Once we receive and inspect your return, we will notify you if your refund is approved. Approved refunds will be automatically processed to your original payment method within 10 business days. Please note that your bank or credit card company may take additional time to post the refund.

If more than 15 business days have passed since approval, contact us at info@koalawellness.co