Refund policy

This Refund & Return Policy explains how cancellations, returns, exchanges, and refunds are handled for purchases made through our website.

1) Order Cancellations (Before Shipping)

Cancellation requests are accepted only before an order ships.

• Deadline: Requests must be made within 24 hours of placing the order.

• How to request: Email info@koalajewelsbrand.com 

• Important: Once an order has shipped, it cannot be cancelled.

2) Returns We Accept

Returns are accepted by mail only, and only in the following situations:

A) Defective or Damaged Items: If your item arrives defective or damaged, you may request a return.

B) Wrong Item Sent (Our Error): In the event we send you the wrong item, you may request a return. 

3) Returns We Do Not Accept (Changed Mind / Doesn’t Fit / Ordered Wrong)

We do not accept returns for reasons such as:

• Changed mind

• Doesn’t fit / sizing issues

• Ordered the wrong item

• Preference-based returns (style, color expectations, etc.)

If you believe you received the wrong item, follow the process in Section 2(B).

4) How to Request a Return (Required Steps)

To start a return request, email info@koalajewelsbrand.com within the timeframe below and include all required information.

Return request deadline

• You must contact us within 5 days of the delivery date.

Required information (must include all)

1. A clear photo of the product for review

2. Your order number

3. The reason for the return request

If your request is approved, we will provide return instructions.

5) Return Conditions

• Used items are not eligible for return.

• Returns must follow the instructions provided after approval.

6) Shipping, Fees, and Labels

• Return method: By mail only

• Restocking fee: None

• Original shipping charges: Not refundable

• Return shipping: Customer is responsible for return shipping and obtaining a return shipping label, unless we state otherwise in writing as part of the return approval.

7) Exchanges

Exchanges are accepted only if we send the wrong item.

To request an exchange, email info@koalajewelsbrand.com within 5 days of delivery and include:

1. A clear photo of the product

2. Your order number

3. The reason for the exchange request

If approved, we will provide next steps.

8) Refunds

If your return is approved, received, and inspected:

• Refunds are issued to the original payment method used at checkout.

• Refunds are processed within 5–7 business days after we receive the returned item.

• Original shipping charges are not refunded.

9) Contact

For cancellations, returns, exchanges, or refund questions:

Email: info@koalajewelsbrand.com