Returns & Refunds Policy

1. Change of Mind Returns

If you change your mind about a purchase, you may request a return within 14 days after delivery, provided the following conditions are met.

• Timeframe

  You must contact Koala Coast Pet Supplies within 14 days after delivery to request a change-of-mind return.

• Condition

  The product must be unused, unassembled and in its original, undamaged and resalable condition, including the original packaging, accessories, manuals and other items supplied with the product.

• Return authorisation

  Please contact us before returning the product. We will provide the applicable return instructions and return address.

  Because products may be supplied from different fulfilment centres, the correct return destination may not be the address appearing on the original parcel.

• Return shipping

  For approved change-of-mind returns, the customer is responsible for the cost of returning the product.

  We strongly recommend using a tracked shipping service and retaining proof of postage.

• Restocking fee

  A 10% restocking fee applies only to approved change-of-mind returns and will be deducted from the refund. No restocking fee applies where a refund or other remedy is required under the Australian Consumer Law.

• Original shipping charges

  Any original delivery or shipping charge separately paid by the customer is non-refundable for a change-of-mind return.

• Inspection

  Change-of-mind refunds are processed after the returned product has been received and inspected.

  If the item does not meet the change-of-mind return conditions above, the return may be declined.

2. Faulty, Damaged or Incorrect Products

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product is faulty, damaged, unsafe, materially different from its description, incorrect, or otherwise fails to meet an applicable consumer guarantee, you may be entitled to a remedy under the Australian Consumer Law.

Reporting a problem

Please contact us as soon as reasonably possible after discovering a problem.

For visible freight or transit damage, we ask that you notify us within 48 hours of delivery where possible. Prompt reporting helps us investigate the issue with the warehouse and carrier.

However, the 48-hour request does not limit or replace any rights you may have under the Australian Consumer Law.

Information we may request

To help us assess the issue efficiently, we may ask you to provide information such as:

• photographs of the product and the problem
• photographs of any damaged packaging
• video showing the fault where this is reasonably useful
• a photograph of the shipping label
• the product model, serial number or identifying information where applicable
• a description of what happened
• proof of purchase

This information helps us assess the claim, identify the appropriate fulfilment centre and determine the appropriate remedy.

3. Remedies for Faulty Products

Problems that do not amount to a major failure

Where the problem does not amount to a major failure under the Australian Consumer Law, Koala Coast Pet Supplies will assess the claim and determine the appropriate remedy.

Where appropriate, Koala Coast Pet Supplies may choose to provide either:

• a replacement; or
• a refund.

The choice between replacement and refund for a non-major problem is made by Koala Coast Pet Supplies, subject to the requirements of the Australian Consumer Law.

If a problem cannot be remedied within a reasonable time, additional rights may arise under the Australian Consumer Law.

Major failures

If the product has a major failure under the Australian Consumer Law, you are entitled to the remedies available under the Australian Consumer Law.

For a major failure with goods, this generally includes the right to choose between:

• a refund; or
• a replacement of the same type of product.

A major problem may include circumstances where the product:

• is unsafe
• is substantially different from its description or sample
• has a serious problem, or several smaller problems, that would have stopped a reasonable consumer from buying it if they had known about them
• cannot be used for its normal purpose, or a purpose made known before purchase, and cannot easily be fixed within a reasonable time.

4. Returning a Faulty Product

Please do not return a product before contacting Koala Coast Pet Supplies.

Because we use multiple Australian fulfilment centres, the correct return address may differ depending on the product.

The return address shown on the original parcel or shipping label may not be the appropriate address for processing a return.

Once your return has been assessed, we will provide the applicable:

• return reference or Return Merchandise Authorisation (RMA), where used
• return instructions
• correct return address
• shipping or collection instructions where applicable.

Our return authorisation and RMA process is an administrative process used to identify and correctly route returns. It does not limit any rights you may have under the Australian Consumer Law.

Return shipping for faulty products

Return shipping for faulty products is handled in accordance with the Australian Consumer Law.

Where a product is confirmed to have a problem covered by the consumer guarantees, reasonable return costs paid by the customer may need to be reimbursed.

For products that are large, heavy or difficult to return, Koala Coast Pet Supplies may arrange or pay for collection where required by the Australian Consumer Law.

The 10% change-of-mind restocking fee does not apply to returns covered by the consumer guarantees.

5. How to Start a Return

To request a change-of-mind return or report a problem with a product, contact info@koalacoast.shop.

Please include:

• full name
• order number
• product being returned
• reason for the return
• description of any fault or damage
• photographs or video where relevant.

Our team will review your request and provide the appropriate next steps.

Please wait for our return instructions before sending the product.

6. Refunds

Approved refunds will generally be issued to the original payment method used for the purchase.

For change-of-mind returns, the applicable 10% restocking fee and any non-refundable original shipping charges will be deducted before the refund is issued.

No change-of-mind restocking fee will be deducted from a refund required under the Australian Consumer Law.

Once a refund has been issued by Koala Coast Pet Supplies, the time taken for the funds to appear in your account can depend on your bank, card issuer or payment provider. Please allow up to 10 days for an approved refund to be received.

7. Australian Consumer Law

Nothing in this Returns & Refunds Policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.

Where this policy provides rights or benefits beyond those required by law, those additional rights operate alongside your statutory consumer rights.

Useful consumer rights resources

• Australian Consumer Law — Schedule 2 of the Competition and Consumer Act 2010
• ACCC — Consumer rights and guarantees
• ACCC — Repair, replace, refund, cancel
• ACCC — Warranties
• ACCC — Returning faulty products and return costs

These external resources are provided for general information. If you need advice about your individual rights or obligations, consider obtaining independent legal advice.

8. Order Cancellations

If you need to cancel an order, please contact us as soon as possible with your order number at info@koalacoast.shop.

We will attempt to stop the order before it is dispatched. Because orders are often picked and packed quickly, and may be fulfilled from different Australian fulfilment centres, we cannot guarantee that a cancellation can be actioned once fulfilment has commenced or the order has been dispatched.

If the order has already been dispatched, our Returns & Refunds Policy above applies, including the change-of-mind conditions where the return is not due to a fault.

If Koala Coast Pet Supplies cancels an order after payment has been taken — for example, because a product is unavailable or we cannot deliver to your postcode — we will refund the affected amount.

Nothing in this section limits any rights or remedies you may have under the Australian Consumer Law.

9. Contact us