30-Day Return Policy:
We offer a 30-day return policy from the date of item receipt. To be eligible for a return, the item must be in its original condition, undamaged, and in the original packaging.
Exceptions:
Please note that certain items, such as special offer products and secondary shipment orders are not eligible for refunds or exchanges.
Return Charges:
If the return is due to our errors (such as incorrect products or damage caused during shipping), we will provide a full refund including the return freight.
If the return is due to the buyer's preference (such as not liking or wanting the item, or ordering the wrong product/size), the buyer is responsible for the return freight costs. The specific cost will vary based on your chosen courier service.
Return Process:
- Send a return request to the email address support@koalarhealth.com, stating the reason for your return. We will respond to your request within 2 business days upon receiving it, indicating whether your return request has been approved.
- If your return request is approved, you will receive a return confirmation email containing the return address information and any relevant instructions.
- After you have shipped the package back to us, please provide us with the name of the courier company and the tracking number of the shipment.
- Once we receive the package and conduct an inspection, we will process your refund.
Refund Timeline:
Once we receive your package, we will process your refund within 1-3 business days and send you a notification confirming the refund. Typically, refunds are credited back to your original payment account within 3-5 business days. However, please note that the exact time for the refund to reflect in your account may vary due to different bank processing times.If you haven't received your refund within the expected timeframe, please don't hesitate to contact us anytime via email at support@koalarhealth.com.
Order Modification or Cancellation:
If you need to modify information or cancel your order after placing it, please contact us at support@koalarhealth.com. If you have noticed an error in the address or ordered the wrong item, kindly email us with your order number, along with specific details of the changes needed.
Please note that order modifications and cancellations must be made before the package is shipped. Once the package has been dispatched, we are unable to make further changes or cancel the order.
Damaged or Incorrect Items:
Upon receiving your order, please inspect it promptly. Should you find any defects, damages, or receive the wrong item, kindly contact us immediately. We will promptly address the issue to ensure your satisfaction.
Warehouse address:
Room 702, Unit 1, Building 10, Qianhai Garden, No. 268, Taoyuan Road, Qianhai Community, Nantou Street, Nanshan District, Shenzhen, Guangdong,CN