Refund policy
We want you to feel confident trying your CouchKoala at home. That’s why we offer a 30-Day Comfort Guarantee.
If your CouchKoala isn’t right for you, you can request a return within 30 days of delivery, provided it meets the conditions below.
30-Day Comfort Guarantee
You may request a return within 30 days of receiving your order.
To be eligible for a refund, returned items must be:
- Clean
- In good, resalable condition
- Free from damage, excessive wear, stains, pet hair or strong odours
- Returned with the original packaging where reasonably possible
- Accompanied by proof of purchase
We understand you may need to see and feel CouchKoala in your home. Normal inspection and light use are fine, but we cannot accept items that have been heavily used, damaged or returned in a condition that cannot reasonably be resold.
Return Shipping & Restocking Fee
Customers are responsible for return shipping costs unless the item is faulty, damaged on arrival or incorrect.
A $5 AUD restocking fee applies to each item returned and will be deducted from your refund.
We recommend using a tracked shipping service, as we cannot guarantee receipt of returns sent without tracking.
Original shipping charges, if any, are non-refundable.
How to Start a Return
Contact us at:
Please include:
- Your order number
- The email address used at checkout
- A brief reason for your return
- Photos showing the condition of the item
Once your return is approved, we’ll provide instructions on where to send it.
Please do not send your return before contacting us.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If your CouchKoala is faulty, damaged on arrival or you received the wrong item, contact support@getcouchkoala.com with your order number and photos of the issue.
We’ll work with you to resolve it.
The $5 AUD restocking fee does not apply to approved returns for faulty, damaged or incorrect items.
Non-Returnable Items
We cannot accept returns for items that are:
- Heavily used or damaged
- Stained, excessively dirty or covered in pet hair
- Affected by strong odours
- Returned outside the 30-day return period
- Sent back without an approved return request
Refunds
Once your return has been received and inspected, we’ll let you know whether your refund has been approved.
If approved, the refund will be returned to your original payment method, less any applicable $5 AUD per-item restocking fee and any non-refundable shipping charges.
Please allow up to 10 business days for us to process an approved refund. Your bank or payment provider may require additional time for the funds to appear in your account.
Exchanges
We do not currently offer direct exchanges.
If you need a different colour or size, please return your original item in accordance with this policy and place a new order.
Consumer Guarantees
Nothing in this policy is intended to exclude or limit any rights or remedies you may have under applicable consumer law.
