Exchange, Refunds, & Warranty

We understand that sometimes a product just isn’t right, that’s why we offer 30 day exchange/returns for all orders placed on Koalabi.com 

To be eligible for an exchange or refund the products you are returning must meet the following conditions:

• Must be purchased from Koalabi
• Purchased within the last 30 days
• Products must be in original condition Unworn, undamaged and unmarked
• In its original condition and in the original packaging with all the labelling
• We do not accept returns after 30 days from the date of purchase

Due to health regulations we are not able to exchange or refund  on Insoles, Sheepskin rugs & hats and products that have been worn.

You MUST include the Exchange/Refund form  with the product that you are returning. We will be unable to process your return without this form 

• Contact our customer service at info@koalabi.com to obtain Return Authorisation.
  
  
• Print and complete the returns form and package up your item(s).
  
  
• Australian customers – use Australia Post Easy Returns Portal  to generate and purchase a postal label. Alternatively, you can organise your own postage using a postal service of your choice. We recommend using registered post as we cannot accept responsibility for parcels lost in transit.
  
  
• International customers – use a postal service of your choice. We strongly recommend using registered post as we cannot accept responsibility for parcels lost in transit.

Returns Shipping Address:

Koalabi Australia
Att: Exchange & Returns
1 keys rd
Moorabbin, Vic, Australia 3189

Koalabi Australia is not liable for any postage fees incurred when returning products for an exchange or refund. Please note that Koalabi Australia does not provide pre-paid return labels.

All return shipping costs associated with returning goods for a refund are the sole responsibility of the customer. Any original shipping and duties costs are non-refundable.

All refunds will be issued less the original shipping charge and duties (where applicable).If the original order was shipped using the Free Shipping option, the refund will be reduced by AU$10 for domestic orders and AU$55.00 for international orders. Exchanges are not subject to this fee.

Please be aware that we only accept returns within 30 days. Koalabi Australia does not accept returns after 30 days from the purchase date.

Depending on the delivery method used, it may take up to 10 working days for your returned goods to arrive at the Koalabi Australia warehouse. Once received, the items will be assessed for exchange or refund eligibility, which may take an additional 1–2 business days.

You will be notified by email if your refund is approved, and it will then be processed back to your original method of payment. Depending on your financial institution, your refund may take 2–7 business days to appear in your account.

If we receive products that are assessed as not eligible for an exchange or refund, we will contact you and return the items at your cost. These items will incur the following postage charges:

• AU$10 for Australian returns
• AU$55 for international returns

All reasonable efforts will be made to contact you; however, if we do not hear from you within 30 days, we reserve the right to dispose of the items.

If you wish to expedite your exchange, you may place a new order and return the original product for a refund.

Faulty Returns

All Koalabi footwear has a 3 month manufacture warranty.  Warranty claims are to be made within 3 month of the order date.

If you believe the boots you have purchased from koalabi.com  are faulty, please contact Koalabi Australia customer service via email info@koalabi.com with the following information:

1. A photo of the entire boot
2. A photo of the faulty area
3. Your order number
4. A summary of the fault

What's covered by the warranty?

- Frayed or loose stitching on uppers
- Fastening coming off the boots
- Delaminating of sole layers

 What's not covered by the warranty?

- Wear and tear
- Outsoles wearing out
- Insoles wearing out
- Deterioration from water abuse
- Stitching or hardware failure due to being caught, hooked or other abnormal wearing incidents
- Cuts, scratches, stains, burns etc
- Shrinkage from over exposure to extreme heat
- Damage caused from cleaning
- Animals chewing or abusing the product
- Stretching

If we receive products and assess them as not being eligible for an exchange/refund we will contact you and return those items to you at your cost. These items will incur a postage charge

 - AU$10 for Australian returns
 - AU$55 for International returns.

All efforts will be made to contact you, however, if we do not hear from you within 30 days we reserve the right to dispose of your items.

Need Further Help?

Our customer service team are happy to help. You can email them at info@koalabi.com