Returns & Refund Policy

Return & Refund Policy

1. 30-day return window

You may request a return within 30 days of receiving your order. To be eligible, the item must be in a condition that allows us to assess it. We do accept returns of opened items where the product did not perform as described.

2. How to request a return

  1. Email support@koalaclothco.com with your order number and the reason for the return.
  2. We reply within 1–2 business days with return instructions and a return address. Please do not send items back before receiving these instructions.
  3. Once we receive and inspect the item, we confirm your refund or replacement.

3. Refunds

Approved refunds are processed within 5 business days of our receiving the returned item, to the original payment method. Your bank or card issuer may take additional time to show the credit.

4. Return shipping costs

If the item arrived damaged, faulty or incorrect, we cover the return shipping and will replace the item or refund you in full, including the original shipping charge. For returns for any other reason, including change of mind, the return shipping cost is yours and the original shipping charge is not refunded.

5. Damaged or incorrect items

Contact us within 30 days of delivery with your order number and a photograph of the item. We will arrange a replacement or a full refund without requiring you to pay return postage.

6. Cancellations

Email us as soon as possible. We can cancel an order that has not yet been dispatched and refund it in full. Once dispatched, the order must be handled as a return under this policy.

7. Items that cannot be returned

Gift cards and digital downloads are not returnable.

8. Your statutory rights

This policy is in addition to, and does not limit, any rights you have under the consumer-protection law that applies to you.

9. Contact

All return requests: support@koalaclothco.com
Clarte Contabilidade LTDA — CNPJ 39.805.787/0001-02 — Av. Cel. Colares Moreira, 3 - Sala 710, Jardim Renascença, São Luís - MA, 65075-441, Brazil

Last updated: 30 September 2026