Refund & Returns Policy

At Koala Hug, we want you to feel confident and comfortable with every purchase. This policy explains your rights and our process for returns and refunds, in line with Australian Consumer Law.

1. Change of Mind

Due to the nature of baby care and hygiene products:

We do not accept change-of-mind returns for opened or used nappies or wipes
Unopened and unused products in original, sealed packaging may be eligible for return at our discretion

Return shipping costs for change-of-mind returns are the responsibility of the customer.

2. Faulty or Incorrect Products

You are entitled to a refund, replacement, or repair if a product:

Is faulty or defective
Is not as described
Does not perform as expected

If this occurs, please contact us as soon as possible with:

Your order number
A brief description of the issue
Photos (if applicable)

3. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law.

If a product has a major fault, you are entitled to:

A refund or replacement
Compensation for any other reasonably foreseeable loss or damage

If the fault is minor, we may offer a repair or replacement.

4. Returns Process

Before returning any product, please contact us for approval.

Once approved:

We will provide return instructions
Returned items must be securely packaged
Refunds will be processed to the original payment method once the return is received and assessed

Refund processing times may vary depending on your bank or payment provider.

5. Shipping Costs

If the return is due to a fault or error on our part, we will cover return shipping
For change-of-mind returns, shipping costs are non-refundable

6. Wholesale Orders

Refund and return conditions for wholesale or bulk orders are handled separately and will be outlined in your wholesale agreement.

7. Contact Us

If you have any questions about returns or refunds, please contact our customer care team:

📧 Email: [email protected]
🌐 Website: www.koalahug.com.au