Refund policy

We want you to be completely comfortable trying Koala Carrier™ in your vehicle. That’s why every order is backed by our 30-Day Risk-Free Guarantee.

If Koala Carrier™ isn’t right for you, you can request a return within 30 days of receiving your order, subject to the conditions below.

30-Day Risk-Free Guarantee

Returns can be requested within 30 days from the date your order is delivered.

To qualify for a refund, your returned Koala Carrier™ must be:

  • Clean
  • In good, resalable condition
  • Free from damage and excessive wear
  • Returned in its original packaging where reasonably possible
  • Accompanied by proof of purchase

We understand that you'll need to install and try your Koala Carrier™ to know whether it's right for your vehicle. Reasonable testing and light use are completely fine. However, we can't accept products that have been heavily used, damaged or returned in a condition that prevents them from being reasonably resold.

Return Shipping & Restocking Fee

Customers are responsible for the cost of return shipping unless the product is faulty, arrives damaged or you receive an incorrect item.

A $5 AUD restocking fee per returned item will be deducted from your refund.

We strongly recommend using a tracked shipping service when returning your order, as we cannot guarantee receipt of returns sent without tracking.

Any original shipping charges are non-refundable.

How to Start a Return

Please contact us at:

support@koalacarrier.com

Include your: Order number, email address used at checkout, and photos showing the condition of your Koala Carrier™.

Once your return has been approved, we'll send you instructions explaining where and how to return it.

Please don't send your Koala Carrier™ back before receiving return approval from us.

Damaged, Faulty or Incorrect Items

Please check your order when it arrives.

If your product is faulty, arrives damaged or you have received the wrong item, contact support@koalacarrier.com with your order number and photos showing the issue.

We'll work with you to get the issue resolved.

The $5 AUD restocking fee does not apply to approved returns involving faulty, damaged or incorrectly supplied products.

Non-Returnable Items

We cannot accept change-of-mind returns where a product:

  • Has been heavily used or damaged
  • Is returned outside the 30-day return period
  • Is sent back without an approved return request

Refunds

Once we receive and inspect your return, we'll confirm whether your refund has been approved.

Approved refunds will be issued back to your original payment method, minus the applicable $5 AUD per-item restocking fee and any non-refundable shipping charges.

Please allow up to 10 business days for us to process an approved refund. Your bank or payment provider may take additional time to make the funds available in your account.

Exchanges

We don't currently provide direct exchanges.

If you require a different size, please return your original Koala Carrier™ in accordance with this policy and place a new order.

Consumer Guarantees

Nothing contained within this policy is intended to exclude, restrict or otherwise limit any rights or remedies available to you under applicable consumer law.