Return Policy

Return and Refund Policy and Procedure

At Koalu, we are committed to ensuring your satisfaction with every purchase. If you are not completely satisfied with your order, please review our return and refund policy below.

Change of Mind

You can cancel your order within 12 hours of placing it. If you need to adjust the size, variant or other details, please contact our support team at hellokoalu@akoalu.com within that time frame to make changes before your order is processed.

Returns

We offer a 30-day return policy, allowing you to request a return within 30 days from the date you receive your item.

To be eligible for a return:

  • Items must be in their original condition: unworn, unused, with tags and in the original packaging.
  • Proof of purchase, such as a receipt, is required.

How to initiate a return:

  • Please contact us at hellokoalu@akoalu.com to request a return.
  • Returns submitted without prior approval will not be accepted.
  • Once your return is approved, we will process your refund and issue it to your original payment method.
  • Koalu does not charge restocking fees for returns.

Shipping for Returns

  • Customers are responsible for shipping costs associated with returning items.
  • We strongly recommend using a trackable shipping service as we cannot guarantee receipt of returned items without tracking information.

Damaged or Incorrect Items

  • Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, please contact us immediately at hellokoalu@akoalu.com.
  • We will evaluate the issue and work with you to promptly resolve it, including offering a replacement or refund if applicable.

Exchanges

  • We do not accept exchanges. If you wish to replace an item, please place a new order for the desired item and return the original item in accordance with our return policy. This ensures that you receive your replacement as quickly as possible.

Lost or Stolen Orders

  • Koalu is not responsible for items that are marked as successfully delivered by the carrier but are reported as lost or stolen. Unfortunately, we are unable to offer refunds or replacements for these cases. We recommend contacting the carrier for further assistance.

Refunds

  • Once we have received and inspected your returned item, we will notify you of the approval status of your refund. If approved, your refund will be processed to your original payment method.
  • Refunds typically take up to 5 business days to appear, depending on the processing time of your bank or credit card company.

 

If you have any questions, please feel free to contact us at hellokoalu@akoalu.com

Koalu Customer Support Team