At KOALA, we strive to ensure that our customers are completely satisfied with their purchases. If you are not entirely happy with your order, we are here to help. This Refund Policy outlines the conditions under which refunds, returns, and exchanges are processed.

1. Returns

Eligibility for Returns:

• To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging.
• Returns must be initiated within [Insert Number] days from the date of delivery.

Non-Returnable Items:

• Certain items are not eligible for return, including gift cards, downloadable software products, and customized or personalized items.

Return Process:

• To initiate a return, please contact our customer service team at [Insert Email Address] with your order number and reason for return.
• Once your return request is approved, we will provide you with instructions on how to return your item.

Return Shipping:

• You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
• We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

2. Refunds

Refund Eligibility:

• Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.
• If your return is approved, we will process your refund to your original method of payment within [Insert Number] days.

Partial Refunds:

• Partial refunds may be granted in certain situations, such as items not in their original condition, damaged, or missing parts for reasons not due to our error.

Late or Missing Refunds:

• If you haven’t received a refund yet, first check your bank account again.
• Then contact your credit card company; it may take some time before your refund is officially posted.
• Next, contact your bank. There is often some processing time before a refund is posted.
• If you’ve done all of this and you still have not received your refund, please contact us at [Insert Email Address].

3. Exchanges

Exchanging Items:

• We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at [Insert Email Address] with your order number and details about the product.

Exchange Process:

• If your exchange is approved, we will send you instructions on how to return your defective or damaged item and ship the replacement item to you.