Returns Policy

RETURN CONDITIONS

Please note nothing in this policy overrides consumer rights under the Australian Consumer Law (ACL) – see Faulty Returns.

Returns or exchanges will be accepted when:

Products are returned to Koala Comforts within 14 days of receipt of the goods. Returns outside these timeframes may be accepted at the sole discretion of Koala Comforts.

Proof of purchase to Koala Comforts satisfaction is provided, in the form of the Koala Comforts transactional receipt or invoice; and the items are in their original condition, meaning that:

    • all tags and ribbons are still intact;
    • the items are in their original packaging/condition (plastic and box); and
    • the items have not been worn, altered, used damaged or washed

    This clause does not apply where an item has a manufacturing defect which has been brought to our attention within 6 months of the purchase date (see Faulty Returns heading below).

    Full-Priced Items

    • Full-priced items purchased from may be returned and then a refund or credit (at your election) will be issued, provided that the conditions in this Policy are satisfied.

    Sale Items

    • "Sale” or “markdown” items purchased may only be returned for credit, provided that the item(s) meet the conditions for full-priced item returns. Please note; this includes any full priced pieces with a temporary discount code applied at checkout.

    Exchanges of Purchases

    • Unfortunately, due to styles selling out quickly, we cannot always offer exchanges on purchases as your requested item may sell out prior to us receiving your return. If your purchase meets the return conditions, you are able return your item and purchase an alternative item.
    • Unfortunately, if you place an incorrect order through Koala Comforts, we cannot correct or cancel the order online. Please contact us immediately regarding a refund or return and purchase an alternative item.

     

      Return Procedure

      • The item(s) must meet the requirements outlined in this policy. Returns will not be accepted without an approved RA#.
      • Please email: returns@koalacomforts.com to request a Returns Authorisation Number (RA#).
      • All returns must be sent via registered post. The return address does not have a ‘Drop Off’ option. Send the completed returns form with your return item(s) to:
        • 6/15 Howleys Rd, 
          Notting Hill, VIC 3168, 
          Australia
      • Returned items must be received by Koala Comforts at the address above within 5 business days of Koala Comforts issuing the RA#.

            Return Shipping

            • Return shipping must be sent back to Koala Comforts within 14 days of receipt of the goods.

            • Original shipping charges are non-refundable and charges for returned items are the responsibility of the customer.

            • Koala Comforts takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer until received by Koala Comforts.

            Late Returns

            • Your item(s) should be sent back to us within 14 days of receipt of the goods. Return outside these timeframes may be accepted at the discretion of Koala Comforts and may only be refunded as an online store credit.

             

            FAULTY RETURNS

            Consumer Guarantees

            • Our goods come with warranties and guarantees that cannot be excluded under the Australian Consumer Law (Consumer Guarantees). You are entitled to a replacement or a refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
            • Certain legislation including the Australian Consumer Law (ACL) in the Consumer and Competition Act 2010 (Cth), and similar consumer protection laws and regulations may confer you with rights, warranties, guarantees and remedies relating to the provision of goods or services to you by us which cannot be excluded, restricted or modified. Our liability is governed solely by the ACL and this Policy and in relation to the Koala Comforts, any terms of use and purchase specified on the website.


              Koala Comforts can assist you with your return of a faulty item by offering you a number of solutions:

              • if the fault is minor(as determined at the sole discretion of Koala Comforts), we may elect to repair the product, where possible.
              • if the fault is major (as determined at the sole discretion of Koala Comforts), you may elect to receive:
                • a replacement product (if possible); or
                • credit; or
                • a refund of the original purchase amount (except if the original purchase was made using a credit note.
              • the goods are returned within a reasonable time, being 6 months from the date of purchase; and
              • proof of purchase to Koala Comforts satisfaction is provided, in the form of the Koala Comforts transactional receipt or invoice; and
              • upon assessment by Koala Comforts:
                • the item is considered faulty; or
                • the item is considered to hold a manufacturing fault; or
                • the item varies significantly to the Koala Comforts description and/or images; or
                • the item delivered is not the item that was ordered.

              Koala Comforts will not offer a repair, exchange, credit or refund of any item where fault or damage has been caused by the wearing of, or incorrect caring for, the item. However, if you believe the item is faulty please follow our return procedure.

               

                      CREDIT POLICY

                      If you have requested a credit, your item(s) must be returned to Koala Comforts.

                       

                        REFUND POLICY

                        If you are entitled to a refund, your refund must be returned to the original place of purchase. Your refund will be returned to the original payment method; online store credit to your Koala Comforts account or credit or debit card, the cardholder and the same card are required.

                          

                          AMENDMENT

                          This Policy may be amended from time to time by Koala Comforts, without prior notice. Any purchase from us following any such amendments will be deemed to be confirmation that you accept those amendments. We recommend that you check Koala Comforts current Terms, before making any purchase. Our agents, employees and third parties do not have authority to change the Terms.

                           

                          Last updated: 9 November 2020