Product Returns & Cancellations Policy

Occasionally we do get things wrong or the item you receive is not quite what you hoped for.

Goods which prove unsuitable may be returned for refund, credit or exchange if they are returned
to ourselves within 7 days of receipt. Subject to the following conditions:

Note this does not include accidental breakages or user error. All items are quality checked before
dispatch. If the item is found to be faulty, we will also refund the postage cost.

Conditions

Items are returned carriage paid, are received in a resalable condition, should be returned unused
in their original condition in order to secure a refund, and are returned complete with all packaging in
good condition. (We reserve the right to levy a charge to replace product packaging which is damaged
or defaced). 

If purchased in error orders must be returned in there original packaging, a 20% restocking fee will
be levied and the carriage will not be refunded.

All Items returned will be subject to an administration fee of not more than 20% of the origanal
product price unless proven to be faulty. This does not affect your statutory rights.

All returns are to be accompanied by the senders name and address, account number, order
reference number (these are found on the invoice), and reason for return.

We cannot accept responsibility for returned parcels which are undelivered, please retain your proof
of postage etc., you may require it on the event of a claim with your carrier.

Please advise our Customer Service Department of any problems with shortages or carrier damage within 5 days of receipt.  We regret that beyond this time, due to circumstances beyond our control we may be unable to process your claim.

Exclusions:

We are unable to refund:

Used items: Such items are not resalable and unless proven to be faulty will not be eligible for

return. If you are in any doubt please contact us.

Items damaged in transit: Sending items back in their product packaging only is not enough; items
to be returned should be properly protected on their journey back with all the packaging we used to
send it to you, including the product packaging and the corrugated outer box. If you send it back any
other way you risk the item becoming damaged in transit and consequently you will lose all or part of
your refund. The minimum handling charge for items not properly packaged is £20.00.

The original delivery charge.

Exceptions: If you return an item for a refund which triggered a saving or discount on your original
order (for example free delivery or a saving on an associated item). The refund will be adjusted to
remove the original saving or discount which no longer applies.

Note: After obtaining permission first to return please send to:

KOALAPRODUCTS
78 Higher Lane
Lymm
Cheshire
WA13 0BG

KOALA PRODUCTS Team