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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)

You may cancel your order at no cost provided it has not yet shipped.

  • Cancellation window: Within 12 hours of placing the order, or before the order ships, whichever comes first.
  • How to request: Email info@koalajewelsbrand.com with your order number.
  • Once shipped: Orders that have already left our fulfillment partner cannot be cancelled at source. You retain your right to return the item under Section 3 below.

2) Your UK Statutory Rights

We comply with UK consumer law. Your statutory rights include:

  • 14-day right to cancel for any reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
  • Short-term right to reject defective goods within 30 days under the Consumer Rights Act 2015.
  • Right to repair, replacement, or refund for faulty goods, in line with the Consumer Rights Act 2015.

Nothing in this policy affects these rights.

3) 14-Day Right to Cancel (Change of Mind)

Under UK distance selling law, you may cancel for any reason within 14 days of receiving your order.

  • How to notify us: Email info@koalajewelsbrand.com within 14 days of delivery, stating your order number and that you wish to cancel under your right to cancel.
  • Return the item: After we confirm your cancellation, return the item to us within 14 days. We will provide return instructions and the return address.
  • Condition: Items must be in their original, unused condition. Items showing wear or use beyond what is necessary to inspect them may have the refund reduced accordingly.
  • Hygiene exception: For hygiene reasons, pierced earrings cannot be returned under this section once removed from their original sealed packaging, unless they are defective. This exception does not apply to other jewellery. 
  • Return shipping: The customer is responsible for return shipping costs for change-of-mind returns. We recommend using a tracked service.

4) Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged, or incorrect:

  • Notification window: Contact us within 30 days of delivery, in line with your short-term right to reject under the Consumer Rights Act 2015.
  • How to request: Email info@koalajewelsbrand.com with:
    1. Your order number
    2. A clear photo of the item showing the defect, damage, or incorrect product
    3. A brief description of the issue
  • Outcome: If approved, we will offer a full refund (including original shipping), a replacement, or a repair, in accordance with the Consumer Rights Act 2015.
  • Return shipping: For returns under this section, we will provide a pre-paid return label or refund your return shipping cost. You are not responsible for return shipping for defective, damaged, or incorrect items.
  • Beyond 30 days: After 30 days, you remain entitled to repair, replacement, or a partial/full refund for faulty goods under the Consumer Rights Act 2015. Contact us with photos and order details as above.

5) Exchanges

If you received the wrong item due to our error:

  • Email info@koalajewelsbrand.com within 30 days of delivery with your order number and a photo of the incorrect item.
  • We will send the correct item at no additional cost or, if unavailable, issue a full refund.

For change-of-mind exchanges (different size or style), the simplest path is to return the original under Section 3 and place a new order.

6) Items Not Eligible for Change-of-Mind Returns

In line with permitted exceptions under the Consumer Contracts Regulations 2013, the following items are exempt from the 14-day cancellation right:

  • Pierced earrings once removed from their original sealed packaging (hygiene exception)
  • Items that have been used, worn beyond inspection, or damaged by the customer

Defective or incorrect items remain returnable under Section 4 regardless of category.

7) Refunds

  • Method: Refunds are issued to the original payment method used at checkout.
  • Timing: Within 14 days of receiving the returned item, or within 14 days of your cancellation notice if no return is required.
  • Shipping: For change-of-mind returns, the original outbound shipping cost is non-refundable. For defective, damaged, or incorrect items, the full amount including original shipping is refunded.
  • Currency: Refunds are issued in the same currency as the original purchase (GBP).

8) Return Conditions

  • Returns must be sent only after we have approved the return and provided instructions.

  • Items sent without prior approval, or to an address we have not specified, may not be processed.
  • We are not responsible for items lost or damaged in return transit. We recommend using a tracked shipping method.

9) Contact

For any questions about cancellations, returns, exchanges, or refunds: