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 (the shipping costs are based on the actual shipping price from the day of purchase, based on our shipping partners quote).

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.

Kickstarter Returns/Refunds Policy

Dear Backers!

While all of our products include the mentioned above return and refund policy, when it comes to Kickstarter rewards - our policy must differ, only because these Kickstarter funds are in fact the means for products manufacturing, growing our company, building a community etc., and therefore we cannot offer refunds or returns on items received as Kickstarter rewards.

The support we get from our Kickstarter backers is what enables us to run and grow our business, which is designing new urban products and perfecting existing ones.

In the Kickstarter community, the items that you receive after making a pledge are called  “rewards”, they are not purchases per say. The way the Kickstarter community grasps it, is as follows: They are rewards that are sent to the supporters as a sign of appreciation for their support in the creation of a product.

The initial Kickstarter production round is always the first and original making of a product that has been developed throughout an extensive period of time.

This production is mainly Kickstarter backers oriented in terms of fulfillment, as opposed to an ordinary purchase from an existing stock. Thus, due to the fact that this product was custom made by one’s order, refund and/or cancellation eligibility is not possible.

In essence, this only makes sense, otherwise we wouldn’t be able to run our business as our factories, vendors, shipping partners etc. all require a fee of course.

We appreciate your understanding of our policy and the support you have given us. If your reward truly offers no value to you, you can give your reward to a friend, try to sell it, or maybe even give it another chance...

Thank you again for your support and understanding, and please don’t hesitate to contact us if you have any questions.

Thanks!

Kickstarter Non-Delivery:

We work very hard for all our backers to receive their rewards as fast as possible, but if you haven't updated us that your reward hasn't been delivered within 12 months from the end of the Kickstarter campaign, we won't be able to provide a replacement. 

Thank you again for your support and understanding, and please don’t hesitate to contact us if you have any questions.

RETURN INSTRUCTIONS:

Please fill out this Returns form.

Please include the original packing list inside the package.

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.

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.