Refund policy

Return Policy
At Koala Jewels, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a return policy with specific terms and conditions outlined below. Please read carefully to ensure you are aware of the guidelines and timeframes for returns, order changes, and cancellations.

Damaged or Incorrect Items
If you receive a damaged or incorrect item, you must notify us within 24 hours of receiving the product. To initiate the return process, please contact us at info@koalajewelsbrand.com with the following information:

• Order number
• Proof of purchase
• Photos or a video of the damaged or incorrect item (if applicable)
• Your complete shipping address
  

Telephone number
In some cases, we may request additional photos or videos to verify the issue. Once we receive the necessary information, we will provide further instructions on how to proceed.

Address Changes or Order Updates
We ask that you please provide the correct address but if you need to update your shipping address or make any changes to your order, you must notify us within 24 hours of placing the order. After this time, the order will be processed and shipped to the address provided at the time of purchase. Unfortunately, we cannot accommodate address changes or order modifications after this 24-hour period.

Returns
If you wish to return an item, please contact us within 14 days of receiving your order. Returns initiated after 14 days will not be accepted. You are responsible for the return shipping costs, and items must be returned in their original condition, including all packaging, accessories, manuals, and documentation.

To initiate a return, please email info@koalajewelsbrand.com with the following information:

• Order number
• Reason for return
• Photos of the product (if applicable)

Returned items must meet the following criteria:
Unused and in original condition (no stains, bent cards, broken stamps, or torn packaging) In original packaging (including all accessories and documentation) Products cannot be personalized or customized, as these are non-returnable.

Non-returnable items include products purchased through third-party retailers, items purchased in error, or products damaged due to customer mishandling.

Please note that KOALA Jewels reserves the right to refuse returns if the condition of the returned product does not meet these standards.

Return Process
Once we receive your return request and approve it, we will send you further instructions. The return process may take up to 14 working days from the day we receive the returned item. If approved, we will process your refund for the returned goods. Refunds for nondefective returns will exclude any shipping or handling charges.

Refunds
Refunds will be issued to the original form of payment. If you paid by credit or debit card, the refund will be sent to your card-issuing bank within 14 working days of receiving the returned item or cancellation request. The time it takes for the refund to appear in your account depends on your bank or card issuer, so please contact them if you have any questions regarding the timing of your refund.

If you have not received your refund, we recommend reaching out to your bank or credit card provider to check the status.

Order Changes or Cancellations
We allow changes or cancellations to your order within 12 hours of purchase. If you need to modify or cancel your order, please email us at info@koalajewelsbrand.com with your order number and the changes you'd like to make. We will do our best to accommodate your request, but please note that changes or cancellations are not possible once the order has been processed beyond the 12-hour window.

If you have any questions or need assistance, feel free to reach out to our customer service team at info@koalajewelsbrand.com.

Thank you for shopping with Koala Jewels!