Refund policy

Returns & Refunds (60-Day Policy)

Please contact us before sending anything back. We need to approve your return and issue instructions/labels. Items sent to our address without prior authorisation may be refused.

Email: cs@koalapets.co.uk

Phone: 01239 562341

Return window

You have 60 days from the day you receive your item to request a return.

Eligibility

To be eligible, items must be:

  • In the same condition you received them

  • Unworn/unused, with tags (where applicable)

  • In the original packaging

  • Accompanied by a receipt or proof of purchase

  • Return fee is a flat fee of £5 for any item

  • No final sale items allowed

How to start a return

  1. Email cs@koalapets.co.uk with your order number, the item(s), and reason for return.

  2. If approved, we’ll send you a return shipping label and instructions on where and how to send your parcel.

  3. Do not send items back without approval.

Return address (authorised returns only):
Unit 1 Newport Business Park, Newport, Pembrokeshire, SA41 0LT

Damages & issues

Please inspect your order on arrival and contact us immediately if an item is defective, damaged, or incorrect, so we can make it right.

Exceptions / non-returnable items

We cannot accept returns for:

  • Perishable goods (e.g., pet food or treats) once opened or where hygiene seals are broken

  • Custom/personalised products

  • Personal care goods

  • Hazardous materials, flammable liquids, or gases

  • Sale items or gift cards

If you’re unsure whether your item qualifies, email cs@koalapets.co.uk

Exchanges

For the fastest turnaround, return the item for a refund once approved and place a new order for the replacement.

European Union — 14-day cooling-off

If your order ships into the EU, you have the right to cancel or return within 14 days for any reason. Items must be unused, in original packaging, with proof of purchase (as above).

Refunds

Once we receive and inspect your return, we’ll email you to confirm approval. Approved refunds are issued to your original payment method within 5 business days. Your bank/card provider may take additional time to post the refund.

If it’s been more than 10 business days since approval and you haven’t seen the refund, please email cs@koalapets.co.uk