Shipping
All of our orders are shipped with tracking via Australia Post. Will we send you email notifications via the email account you used when your completed your order to let you know when your order has shipped along with tracking details that you can use on the Australia Post website.
We aim to deliver products to you at the place of delivery requested by you within the time indicated by us at the time of your Order, but we cannot guarantee any firm delivery dates. We will try to let you know if we expect to be unable to meet our estimated delivery date, but, to the extent permitted by law, we will not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.
You may grant us an ‘authority to leave’ when placing your Order. If you do, you understand and agree that this authority to leave gives us and/or our couriers permission to leave the Order in question unattended by the front door – or, where applicable, at the reception or concierge’s desk, or as per your instructions – of the delivery address without obtaining a signature confirming delivery at the delivery location. In these circumstances, you understand and agree that by granting us authority to leave, we and our couriers are released of all responsibility and liability for the Orders delivered and left unattended, and that this responsibility and liability transfer to you on delivery.
Please read our Terms & Conditions at
https://koalacool.net/terms under clause 4 for ‘Delivery’ for more information.
You must take care when opening the product so as not to damage it, particularly when using any sharp instruments.
Returns
We aim to provide you with Products of the highest standard and quality. If you have received a Product with a defect, please contact us via
https://koalacool.net/contact as soon as possible so we can guide you through the returns process and help resolve the problem as swiftly as possible. In order to assist the return process, you may be required to send us images of the damage, defect or fault for preliminary assessment.
If you require a credit, after verification, Koala Cool will only issue the credit to the original account number to which it was charged after we have received the product back in the warehouse and it has been fully inspected. If a transaction requires product to be returned to us, that product must be returned within 15 days of when the return arrangement was made with our service department. If the product is not returned within 15 days, the customer will be charged for the unreturned items and shipping.
If the product is delivered damaged please contact Koala Cool via email or Phone and Koala Cool will arrange the product to be swapped over under warranty.
If the Product is confirmed to have a defect, we will replace the Product or refund the Price of the Product to your original payment method at your request. If the Product is found not to have a defect or deemed out of warranty, we will ship the Product back to you. It does not constitute a defect, if in our reasonable opinion, the Product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with manufacturers’ instructions, using it in an abnormal way or failure to take reasonable care.
Upon receiving and inspection of your return, we will contact you about next steps.
However, we will not be able to refund any delivery fees that you have paid at purchase to have the Product shipped to you. If the return, in our reasonable opinion, is not in compliance with original condition, we will contact you to ship the Product back to you and you will be liable for the shipping costs both to and from us.
Nothing in this policy is intended to exclude any of your statutory rights as a consumer under Australian Consumer Law.
