Refund policy

1. Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, took possession of the goods.

To exercise your right of withdrawal, you must inform us (KoalaKids, email: support@koalakids.uk, phone number: ) of your decision to withdraw from this contract by means of a clear statement (by email). You can use the following sample withdrawal form for this purpose, but this is not mandatory.

To meet the withdrawal deadline, it is sufficient for you to send your notification of exercising your right of withdrawal before the withdrawal period expires.

2. Consequences of withdrawal

You must return or hand over the goods to us immediately and in any case no later than fourteen days from the day on which you notify us of the withdrawal of this contract. The deadline is met if you send the goods before the expiry of the fourteen-day period.

You bear the direct costs of returning the goods.

You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for testing their condition, properties, and functionality.

3. Exclusion of the right of withdrawal

The right of withdrawal does not apply to contracts for the delivery of goods that are not prefabricated and for the manufacture of which an individual selection or determination by the consumer is decisive or which are clearly tailored to the personal needs of the consumer.

4. Refund

We will process the refund within 14 business days. We will use the same payment method that you used for the original transaction, unless expressly agreed otherwise with you. In no event will you be charged for this refund. We may withhold the refund until we have received the toys or care products back, or until you have provided proof that you have returned the products, whichever is earlier.

5. Exchanges

You can exchange your orders. However, the quickest way to do this is to order the desired product and return the current order in accordance with our return policy.

6. Sample withdrawal form

(If you wish to withdraw from the contract, please fill out this form and return it by email.)

To:

KoalaKids

Email: support@koalakids.uk

I/we () hereby withdraw from the contract concluded by me/us () for the purchase of the following goods (*):

Ordered on (*)/received on (*):

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s):

Date:

(*) Delete as appropriate.

❌ Package received/not received – problems (damaged, defective, etc.) – what to do?

If you receive your order and find that the package is damaged or the product is defective, we offer the following solutions:

1. Package damaged/lost:

Please send us an email with a photo of the package you received showing the damage. We will then take care of everything else and send you a new product or refund the purchase price.

2. Defective product:

In this case, you can briefly describe the defect and, ideally, send us a photo/video of the defect. We will refund the purchase price if the case is approved.

3. Incorrect delivery address provided:

If you have accidentally provided an incorrect delivery address, please contact the local delivery service (DHL, Hermes, DPD, etc.) and request a new delivery. We cannot do anything here, as you are the recipient. You would have to pay the new shipping costs.

KoalaKids

support@koalakids.uk