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Our policy lasts 30 days. If 30 days have gone by since the item is delivered, unfortunately we cannot offer you a refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Buyers will be responsible for the return shipping fee.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Health and personal care items
Sale items. Only regular priced items can be returned and refunded.
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
Please note we do not offer any exchange on all items. Seller is not responsible for any delays caused by the shipping carrier, strikes and other unforeseen circumstances.
To process your return, please follow the steps below:
KokoKoala
1441 Woodmont Ln NW, Suite 898
Atlanta, GA 30318
United States
Please note that buyers will be responsible for the return shipping fee.
Once shipped, please click the following link and fill out the online form so we can locate your returned package and process your returns accordingly.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Please note it can take around 3-4 weeks from the date it was shipped back to us as shown in the tracking history. We will also notify you of the approval or rejection of your refund. Please note since the item has been shipped, we only issue refunds less shipping and handling.
If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. Please allow up to 10-15 business days for the amount to show up on your card.
If you have any questions about the return instructions, feel free to email us at support@kokokoala.co.
Please note refunds will not be issued for items that were not returned in accordance with our return procedure.
Please ensure that you have included appropriate documentation such as your order confirmation and emailed us the tracking number for the return for us to be able to locate your package and process your return. Incomplete documentation may result in the refunds not being processed.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Please allow up to 10-15 business days for the amount to show up on your card.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take up to 10-15 business days before your refund is officially posted. Next, please contact your bank. There is often additional processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@kokokoala.co.
Only regular priced items can be refunded. However, sale items unfortunately cannot be refunded.
For items that are lost in transit, defective or missing parts, we will send you a replacement at no extra costs. Please send us an email at support@kokokoala.co within 30 days upon receiving the product with supporting images/documentations so we can process the replacement as soon as possible.
If you wish to cancel or make changes to your order please send us an email at support@kokokoala.co as soon as possible typically within 24 hours. Please note that changes or cancellation cannot be made on orders that have been processed/shipped.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.