Refund policy


Refund & Exchange Policy

Thank you for choosing Koali Shop! Our products are custom-made upon ordering, ensuring each item is unique and tailored just for you. Please review our policy to understand the conditions for returns and exchanges.

Change of Mind

Due to the custom nature of our print-on-demand products, we do not offer exchanges or refunds due to change of mind. This includes, but is not limited to:

  • Selecting an incorrect size, color, or design at the time of purchase.
  • Changing preferences after receiving the item.

To avoid issues, please consult the size guide and product details carefully before placing your order.

Acceptable Reasons for Return

We accept returns or exchanges if:

  • Incorrect Item Received: The item you received differs from your order (e.g., wrong size, color, or design was sent).
  • Faulty or Damaged Item: The item has a defect or was damaged during production.

For these cases, please:

  1. Contact us at  support@koalishop.com.au within 30 days of receiving your order.
  2. Provide your order number, along with clear photos that show the issue or defect.
  3. Once verified, we will arrange for a replacement at no additional cost to you and cover the return shipping.

Unacceptable Reasons for Return

Items will not be accepted for return if:

  • Correct Item Received: The item matches the size, color, and design as ordered, but you wish to return it for a different preference.
  • Signs of Wear or Alterations: Products showing signs of wear, washing, stains, or any alterations are not eligible for return.
  • Color Variation Due to Screens: Minor differences in color due to screen display variations are not considered defects, as exact color matching may vary slightly in printing.

Return Shipping

For returns due to incorrect or faulty items, we will cover the cost of return shipping or provide a return shipping label. For any other return requests, including change of mind, return shipping costs will be the responsibility of the customer.

Unclaimed or Returned Orders

If your order is returned to us because of an incorrect address or an unclaimed package, we will:

  1. Contact you by email to arrange reshipping. Reshipping costs will be the responsibility of the customer.
  2. If reshipment arrangements are not made within 60 days, the order will be considered abandoned, and no refund will be issued.

Order Cancellations

Once an order is placed, it enters our production process promptly to ensure timely delivery. Due to the custom nature of our products, cancellations may not be possible once production has begun. If a cancellation request is made before production starts, it may be processed, but please note that a restocking fee may apply.

We encourage all customers to review their order details carefully before completing the purchase to avoid any inconvenience.

Important Information for Return Requests

When contacting us for any return or exchange request, please include the following:

  • Order Number: To quickly locate your order.
  • Photos: Clearly showing any defect or issue.
  • Description of the Issue: A brief explanation of the problem.

If these details are not included, it may delay or prevent the processing of your request.

Contact Us

For questions or additional assistance, please email support@koalishop.com.au We’re here to help and will respond as quickly as possible.