Returns & Refunds

Being 100% Australian Operated means our passion is ensuring we are looking after Aussies who value great products and support Australian Business.

Our customer service team can assist you with making the right choice to meet your needs prior to purchase. We are always only a phone call away.

If you have questions or concerns in relation to products we supply, you can speak directly to one of our team.

We offer our customers reassurance that if our products do not meet our quality standards due to faulty workmanship or structural defects (within the first 12 months of purchase) we will replace the item with new*.

* Any products which have been used in a way that is/was not meant to be used, is physically damaged, burnt, cut, torn or is abnormally soiled or unsanitary will not be eligible for exchange or replacement.

For Hygiene reasons, items will not be exchanged or refunded if you have simply changed your mind, does not meet your personal preference of softness, size and/or colour have been used and/or washed item and/or it is the wrong size and/or if you don’t like it. For all exchanges and refunds, an original sales receipt must be provided as valid proof of purchase for any warranty claim.

Product Faulty?

Once proof of purchase has been established, if the product fault can be clearly determined, we will offer you a refund, repair or exchange.

Koala Bamboo cannot offer a refund, exchange or repair where the product has sustained damage due to inappropriate use.

In order to receive a refund, repair or exchange you must have clear proof of purchase, typically a sales receipt.

Product Returns

You must include the following details with the product you have returned for assessment:

  • Your name;
  • Your address;
  • Your day time phone number;
  • Your proof of purchase documentation (for example, your receipt);
  • Brief description of the fault; and
  • Brief description of how you have used the products.
  • Please contact us to arrange a return.

If, following receipt of a claim under this warranty, Koala Bamboo determines that your claim in respect of a product is valid; Koala Bamboo will replace the product with the same or similar product at no cost to you, and, if applicable, reimburse you for the cost of sending the product to Koala Bamboo via registered mail.

If, following receipt of a claim under this warranty, Koala Bamboo determines that your claim in respect of a product is invalid, Koala Bamboo will return the product via registered mail to the address you provided when you submitted the claim. Where your claim is invalid you will not be entitled to be reimbursed for your costs for sending the products for assessment.