Refund policy

We want your Koala Hat to become part of your sauna routine. Every Koala Hat is backed by our 30-Day Koala Guarantee.

30-Day Koala Guarantee

You can try your Koala Hat in your sauna routine for 30 days from the date your order is delivered.

If it’s not for you, contact us within 30 days of delivery and we’ll help arrange a return.

Free returns

We offer free returns for eligible Australian orders under our 30-Day Koala Guarantee.

To start a return, please contact us with your order number and the email address used at checkout.

Return condition

Returned items should be returned in reasonable condition and must not be damaged beyond normal trial use.

Please ensure your Koala Hat is clean and dry before returning it.

Refunds

Once your return has been received and inspected, we’ll notify you of the outcome.

If approved, your refund will be processed back to your original payment method. Please allow time for your bank or payment provider to process the refund.

Faulty or damaged items

If your item arrives faulty, damaged or incorrect, please contact us as soon as possible with your order number and photos of the issue.

We will assess the issue and arrange an appropriate solution, which may include a replacement, refund or other remedy.

Change of mind

Our 30-Day Koala Guarantee is designed to let you try The Koala Hat with confidence.

For returns outside this guarantee period, change-of-mind returns may not be accepted unless required under Australian Consumer Law.

Australian Consumer Law

Nothing in this policy limits your rights under Australian Consumer Law. If a product fails to meet a consumer guarantee, you may be entitled to a remedy such as a repair, replacement or refund.

International returns

International customers are responsible for any return shipping costs, customs charges, duties, taxes or import fees unless the item is faulty or incorrect.

 

Email sam@koalahats.com if you have any troubles.