Warranty & Returns


Returns Policy:

Koala-Gear products that have been purchased online (excluding promotional or sale items) can be returned within 30 days of the purchase date for a full refund in the amount of the purchase excluding shipping costs, processing fees and/or Custom and Tax fees.

All merchandise must be returned unused, unwashed and must be accompanied by the original hang tags, the original invoice, and packaging intact. Koala-Gear reserves the right in our sole discretion to determine whether the merchandise is worn out. The Customer is responsible for return shipping and shall bear the costs thereof unless the reason for the return is a defect covered by warranty. Please allow Koala-Gear 14 business days from the moment we receive your returned product to process your return and issue a refund.


If you return any part of your order and that order was part of a promotion, any refund may be reduced. Items purchased from a third party or re-seller must be returned at those locations and are subject to their return policy.

 

If you have a defective or broken product, please fill in this warranty claims form.

Please note that Koala-Gear is not responsible for returns lost in transit.

 

RETURN INSTRUCTIONS:

Please fill in this Returns form.

Please include the original packing list inside the carton.

Please include a paper detailing your name, address, email, phone number, the name of the product being returned, and the order number.
Please make sure to include a tracking number with your returns and make sure to specify the reason of return on top of your package.


Items must be returned in brand new, unused condition, with all hang tags and packaging intact.

We'll do our best to take care of your return quickly. If a refund is credited to your credit card, please allow one billing cycle for refunds to appear on your statement.

 If you can’t locate your order number or need assistance with the return process, please email us at customercare@koala-gear.com.

 

Exchange Policy
We do not accept orders or items for exchange. If you need a different size, color or product please return your item(s) for a refund and place a new order at your convenience. Placing the new order right away is intended to ensure that you will receive it quickly and that it won’t go out of stock.


Returning Damaged or Incorrect Merchandise Purchased Online
If the product you received was damaged in transit, is defective, or is not what you ordered, please see our Warranty policy.

 

 

Warranty:

If you discover a material* or manufacturing defect, we will ask you to provide photos of the product for internal purposes and we will replace or repair the item at our discretion, in accordance with our warranty claims process as it may be updated from time to time.

Warranty claims must be accompanied by an acceptable proof of purchase from an authorized Koala-Gear Supply retailer. Purchases made from a counterfeit or unauthorized seller will not be considered.

Koala-Gear products include a 2-year warranty, on products purchased from the time of the application of our new policy (09/27/2017), for defects that are a result of a manufacturing defect, faulty production or as a result of reasonable use and which interferes with the usability of the bag.


*Colors displayed on our website may vary from the actual fabric color due to screen resolution or individual interpretation.

 For warranty claims, please fill in this warranty claims form.

Leather products: Leather is a natural material from wild animals and is therefore subject to change from hide to hide. Changes in the color or texture of the leather and signs of wear are normal. While we handle our product with the utmost care, small dents, dings, scratches, or blemishes may be found within the product and come from the experiences of the animal. Irregularities in the consistency of the color in each bag should not be considered a fault but inherent of the natural qualities of the material.  We make every effort to ensure that the images on our site accurately represent our products.

 

 

CUSTOMER SERVICE
We want to make sure you're happy with your shopping experience. Our Customer Service team can help resolve any problems you may have experienced with your purchase. Please contact us via email at customercare@koala-gear.com.