At Wild Koala Designs, we want you to love your purchase. If there is ever a problem with your order, please contact us and we will do our best to help.

This policy applies in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you may have under Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Change of Mind

We do not offer refunds or exchanges for change of mind, incorrect purchases, or if you decide you no longer want the item.

Please check product details carefully before placing your order. This includes product size, scent, colour, design, wording, custom details and shipping information.

Faulty, Damaged or Incorrect Items

Please inspect your order when it arrives.

If your item arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible at:

wildkoaladesigns@gmail.com

Please include:

• your order number;
• a brief description of the issue;
• clear photos of the item;
• photos of the packaging, if the item arrived damaged.

We may request photos, videos or other information so we can assess the issue and arrange the most appropriate solution.

Depending on the issue, we may offer a replacement, refund, store credit or another suitable remedy in accordance with Australian Consumer Law.

Handmade Products

Many of our products are handmade, hand-poured, labelled or customised in small batches.

Minor variations in colour, finish, scent strength, label placement, decorative details or appearance may occur. These variations are part of the handmade nature of our products and are not usually considered faults.

Items That Cannot Usually Be Returned

Unless required under Australian Consumer Law, we do not accept returns or exchanges for:

• change of mind;
• incorrect purchases;
• sale or clearance items;
• custom, personalised or made-to-order products;
• gift cards;
• soaps, beauty items or hygiene-sensitive products that have been opened or used;
• candles or wax products that have been used, burned or damaged after delivery.

This does not affect your rights if an item is faulty, damaged, incorrect, unsafe or not as described.

How to Start a Return

To request a return, please email us at:

wildkoaladesigns@gmail.com

Please include your order number and a brief description of the issue.

If your return is approved, we will provide return instructions. Please do not send items back without contacting us first, as returns sent without approval may not be accepted.

Return Shipping

If an item is confirmed to be faulty, damaged, incorrect or not as described, we will cover reasonable return shipping costs where required.

If a return is accepted for any other reason, return shipping costs may be the responsibility of the customer.

Damaged in Transit

If your order arrives damaged, please contact us as soon as possible with photos of the damaged item and packaging.

Please keep the item and packaging until the issue has been reviewed, as this may be required for a delivery or carrier investigation.

Exchanges

If you would like a different item, please contact us first.

Where an exchange is approved, the original item may need to be returned before the replacement is sent.

For change-of-mind requests, exchanges are not guaranteed and may not be available for custom, personalised, sale, hygiene-sensitive or used products.

Refunds

Once we receive and inspect your returned item, we will notify you by email of the outcome.

If your refund is approved, it will be processed to your original payment method within 10 business days.

Please allow additional time for your bank, card provider or payment platform to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at:

wildkoaladesigns@gmail.com

Contact Us

For any questions about returns, refunds or faulty items, please contact us at:

Wild Koala Designs
Email: wildkoaladesigns@gmail.com
Location: Bunyip, Victoria, Australia

We aim to respond to enquiries within 1–2 business days.