Refund policy
REFUND POLICY
MINOR DEFECTS
Have your parcels been mishandled during delivery? Did items arrive leaking or damaged? Please contact us at info@koalasneakerclean.com.au with as many details and photos as possible. We'll promptly replace the affected part of your order.
MAJOR DEFECTS
In cases where we determine a major defect has occurred, you will have the option to choose from the following:
- A refund
- Store credit
- Replacement of the order
CHANGE OF MIND
If you have a change of heart after making a purchase, you have 30 days to return the product for a store credit equivalent to your purchase amount, less the cost of shipping.
REFUNDS (IF APPLICABLE)
In the event of a major defect or a qualifying situation, once we receive and inspect your return, we will send you an email to confirm the receipt of your returned item. We will also inform you whether your refund has been approved or rejected.
If your refund is approved, the credit will be automatically applied to your credit card or original method of payment.
LOSS OF PARCELS
The Koala Sneaker Clean is not responsible for parcels that have been lost or misplaced during transit by third-party suppliers and/or contractors. This includes, but is not limited to, all products sold and sneakers sent to and from our locations.
However, in cases where a courier deems a parcel as lost, The Koala Sneaker Clean will replace your order at our expense. Your satisfaction is essential to us, and we want you to enjoy the pleasure of cleaning your sneakers. Please be patient as the process to declare a parcel as lost may take 7-14 days.
Additional insurance may be available upon inquiry. While we cannot guarantee the success of insurance claims, we will assist you in the process.
Shipping Address
All returns should be shipped to:
Koala Sneaker Clean
574 Chapel Street
South Yarra 3141
VIC
Please ensure that you send your returns to the above address.