Terms & Conditions

1. About us and these terms

This website is operated by Koala Coast Pet Supplies (ABN 20 657 327 972), an Australian online pet supplies retailer based in Queensland 4218, Australia, trading at koalacoast.shop. By browsing this website or placing an order, you agree to these terms and conditions.

2. Products, descriptions and images

We aim to describe our products accurately, using information supplied to us by manufacturers and suppliers. Product images are for illustration; colours, packaging and minor design details can vary between production runs and between devices and screens. Measurements and specifications are approximate unless stated otherwise.

If a product you receive is materially different from its description, your rights under the Australian Consumer Law apply — see our Returns & Refunds Policy.

3. Prices and GST

All prices are shown in Australian dollars (AUD) and include GST where GST applies. Prices may change at any time before you place an order. The price that applies to your order is the price displayed at the time your order is accepted.

4. Stock and availability

Stock levels are updated regularly but can change quickly, and an item may sell out or become unavailable after you order. If we cannot supply a product you have paid for, we will contact you and offer a suitable alternative, a partial refund for that item, or a full refund of the affected amount.

5. Orders and acceptance

Your order is an offer to buy. A confirmation email acknowledges that we have received your order; a contract is formed when we accept the order and dispatch it. We may decline or cancel an order, in whole or in part, where:

• a price, description or promotion contained an obvious error;
• we reasonably suspect fraud or unauthorised payment;
• the product is unavailable or has been discontinued;
• we cannot deliver to your postcode; or
• payment fails, is reversed, or cannot be verified.

If we cancel an order you have already paid for, we will refund the affected amount.

6. Payment

Our store and checkout are operated using Shopify, and payments are processed by Shopify and its payment providers. Koala Coast Pet Supplies does not receive or store complete payment card details. Orders are processed once payment is successfully authorised.

7. Delivery

We deliver to supported Australian postcodes only. Where we can deliver to your postcode, standard delivery is free — there is no minimum spend and no freight, handling or oversized-item surcharge on our current range. A small number of postcodes are not supported; you can check yours on our shipping page.

Most orders are dispatched within 1–2 business days, and standard delivery is generally estimated at 5–8 business days from dispatch. These are estimates only, not guarantees, and can be affected by carrier delays, weather, remote locations and high-demand periods.

8. Fulfilment partners and split parcels

Some products are dispatched directly by our Australian fulfilment partners. If your order contains more than one product, items may be dispatched separately and arrive in different parcels on different days, and you may receive more than one tracking notification. Packaging and delivery documentation may vary by product and dispatch location. There is no extra delivery charge simply because an order is split.

Koala Coast Pet Supplies remains the retailer and your point of contact for the whole order, including support, delivery, returns and after-sales service.

9. Cancelling an order

If you need to cancel or change an order, contact us as soon as possible with your order number. We will try to stop the order before dispatch, but we cannot guarantee this once fulfilment has started. If the order has already been dispatched, our Returns & Refunds Policy applies.

10. Change-of-mind returns

We offer a voluntary 14-day change-of-mind return policy. Approved change-of-mind returns require the product to be unused and in original resalable condition, the customer pays return shipping, and a 10% restocking fee is deducted from the refund. Original delivery charges separately paid are not refundable for change of mind.

This voluntary policy is separate from, and does not limit, your rights under the Australian Consumer Law.

11. 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, incorrect or materially different from its description, you may be entitled to a repair, replacement or refund, and to compensation for other reasonably foreseeable loss or damage. The 10% change-of-mind restocking fee does not apply to these returns.

12. Before you return anything

Please contact us before sending any product back. Because products are dispatched from different Australian fulfilment locations, the address shown on your parcel, shipping label or packaging may not be the correct return address. Returns sent without our instructions may be delayed, refused or lost.

13. Website availability

We aim to keep the website available and accurate, but we do not guarantee uninterrupted access. Features, content and availability may change, and access may be suspended for maintenance or matters beyond our control.

14. Intellectual property

The Koala Coast name, logo, site design, original text and original imagery are our property or used under licence, and may not be copied or reproduced without our permission. Manufacturer and supplier product imagery, brand names and trade marks remain the property of their respective owners.

15. Third-party links

Our site may link to third-party websites for reference or convenience. We do not control those sites and are not responsible for their content, products or privacy practices.

16. Liability

Nothing in these terms excludes, restricts or modifies any right, guarantee or remedy that cannot lawfully be excluded under the Australian Consumer Law.

To the extent permitted by law, Koala Coast is not responsible for loss caused by misuse of a product, use contrary to manufacturer instructions, or circumstances outside its reasonable control.

17. Privacy

We handle personal information in accordance with our Privacy Policy.

18. Changes to these terms

We may update these terms from time to time. The version published on this page at the time you place an order is the version that applies to that order.

19. Contact us

Questions about these terms? Get in touch using the details below.