At Koala Traders LLC, customer satisfaction is our top priority. If you’re not completely satisfied with your purchase or need assistance, we’re here to help. Please read our Refund and Support Policy below for details on how we handle refunds, exchanges, and support requests.
Overview
Refund Policy
Eligibility for Refunds
We accept refund requests for most products within 30 days of purchase, provided the following conditions are met:
- The item is unused, in its original condition, and in the original packaging.
- A valid proof of purchase (e.g., receipt or order confirmation) is provided.
- The item is not on our list of non-refundable items (e.g., perishable goods, custom-made products, or clearance items).
How to Request a Refund
To initiate a refund, please follow these steps:
- Contact us at [support@koalatradersllc.com] with your order number and reason for the return.
- Once your request is approved, we’ll provide instructions for returning the item.
- After receiving and inspecting the returned item, we’ll process your refund within 7–10 business days to the original payment method.
Shipping Costs
- Refunds for shipping charges are not provided unless the return is due to a defect or error on our part.
- Return shipping costs are the responsibility of the customer unless the product was damaged or incorrect.
Exchange Policy
If you’d like to exchange an item, please contact us within 30 days of purchase. Exchanges are subject to product availability.
Support Policy
How to Contact Us for Support
We’re here to help with any issues related to your order or product. Contact us using one of the following methods:
- Email Support: Send your inquiries to [support@koalatradersllc.com]. We aim to respond within 24–48 hours.
- Phone Support: Call us at [+1 (919) 264-1550] during our business hours:
- Monday–Friday: 9:00 AM – 6:00 PM (EST)
- Saturday: 10:00 AM – 4:00 PM (EST)
Common Support Topics
- Order tracking and status updates
- Assistance with returns and exchanges
- Product inquiries and recommendations
Damaged or Defective Items
If you receive a damaged or defective item, please notify us within 7 days of delivery. We’ll arrange for a replacement or refund at no additional cost.
Additional Information
- Refunds and support are only available for purchases made through our official website, https://koalatradersllc.com.
- We reserve the right to deny refund or support requests that do not comply with this policy.