Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@thekoalalab.com or WhatsApp at +961 81 883 537.

If your return is accepted, we will send a driver to pick up the item and return your cash back. You will have to pay the delivery expense.

You can always contact us for any return question at support@thekoalalab.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you received the wrong item, so that we can evaluate the issue and make it right.

 

Exchanges
If you want to exchange the item. Contact us at support@thekoalalab.com or WhatsApp at +961 81 883 537. After confirmation, a driver will be sent to do the exchange.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We request clips and pictures of the product to ensure that the product is still in the same condition. If approved, a refund will immediately be processed. A driver will be sent to you within 1 to 5 days to give your cash back and receive the item.
If more than 5 business days have passed since we’ve approved your return, please contact us at support@thekoalalab.com or WhatsApp at +961 81 883 537.