Returns Policy
At Koala Health Equipment, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied, you may return the item within 30 days from the date of purchase, with the exception of excluded products listed below.
Please note the following conditions for returns:
- All returned items must be unused, unopened, in their original packaging, and in saleable condition.
- Re-boxed or re-packaged products cannot be accepted; they must remain completely unopened in their original carton or packaging.
- All returns are subject to a restocking fee, which is 20% of the item total (including GST).
- Return postage is the responsibility of the buyer, and original postage costs, if any, are non-refundable.
- Returns and refunds are not possible for a change of mind, wrong selection, or where a cheaper alternative has been found elsewhere.
Koala Health Equipment reserves the right to assess the eligibility of goods before accepting them for return. This includes reviewing the condition and age of goods. Items must be unaltered, unmodified, unmarked, undamaged, and complete with instruction manuals, tags, labels, and accessories supplied with the goods as part of the purchase.
Excluded Products
If you have any uncertainty regarding whether a specific product falls under the exclusion for change of mind returns, we encourage you to reach out to us before placing your order. We're here to assist you and ensure you make informed decisions about your purchases.
We appreciate your understanding and cooperation. If you have any questions or concerns regarding our returns policy, please don't hesitate to contact us.
How to return your item
To initiate a return, please contact us via email at sales@koalahealth.com.au to request a returns authorization number within 30 days of placing your order.
Your satisfaction is important to us, and we're committed to facilitating a smooth and hassle-free returns process. If you have any further questions or concerns, please don't hesitate to contact us
Damages/ incorrect delivery
If you receive the incorrect product/ or damaged product, please contact us immediately at 1300 916 264. We will swiftly arrange to collect the incorrect/damaged item and ensure the correct one is delivered to you promptly. Rest assured, there will be no cost to you for this exchange. Your satisfaction is our priority, and we'll take every necessary step to rectify the error as quickly as possible.
Warranty claims
All products sold by us are covered by the applicable manufacturer's warranty. The duration of the warranty provided by the manufacturer may vary and is typically specified in the product description on our website.
To initiate a warranty claim, please send an email to sales@koalahealth.com.au, including a detailed description of the issue and your order number. We will then provide guidance on the next steps to resolve the issue promptly.