Returns & Refunds
We want you and your pet to love your order. Here's how returns work.
30-day returns on eligible items
You may request a return within 30 days of receiving your order. Items must be unused, in original condition and returned in their original packaging where required. Some categories are excluded for hygiene or safety reasons (see below).
Damaged or missing parts
If your item arrives damaged or with missing parts, please contact us as soon as possible with photos and your order number. We'll work with you to arrange a replacement, repair or refund.
Large & bulky items
Large and bulky items may require special return arrangements. Please contact our team before sending anything back so we can coordinate freight.
Hygiene & consumable items
For hygiene reasons, some items — including opened food, used grooming items and items that have been in contact with your pet — cannot be returned unless faulty.
How to start a return
Email us at hello@koalacoast.com.au with your order number, the item you'd like to return and the reason. We'll send instructions within one business day.