Refund Policy
REFUND & RETURNS POLICY
KoalaCare Australia Vietnam Company Limited
Effective Date: 01.04.2026
1. Company Information
Company Name: KOALACARE AUSTRALIA VIETNAM COMPANY LIMITED
Business Registration Number: 0402326844
Registered Address: Sunrise Building, 25 Đ. 2 Tháng 9 Street, Hai Chau District, Da Nang, Vietnam
Phone: +84 037 938 2691
Email: hello@koalacareaustralia.com
2. Scope of Application
This policy applies to all products purchased through our official website and online sales channels in Vietnam.
3. Conditions for Returns
Customers may request a return or exchange when:
The product is unused, unopened, and in original packaging
The request is made within 07 days from the date of delivery
The product is defective, damaged, or incorrect due to KoalaCare’s fault
4. Non-Returnable Products
For hygiene and safety reasons, the following items are not eligible for return unless defective:
Opened baby care products (including wipes, personal care items)
Disposable hygiene products
Items that have been used or opened
5. Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, or incorrect product:
Please notify us within 48 hours of receiving the item
Provide supporting evidence (photos/videos)
KoalaCare will:
Replace the product at no cost, or
Provide a full refund
6. Return Process
To initiate a return:
Contact us via email or phone
Provide order details and reason for return
Follow return instructions provided by our team
Returns must be sent to the address provided by KoalaCare.
7. Refund Process
Refunds will be processed within 5–7 working days after inspection
Refunds will be issued via the original payment method
Processing time may vary depending on the payment provider
8. Return Shipping Costs
Customers are responsible for return shipping costs unless the product is defective or incorrect
We recommend using a trackable shipping method
9. Customer Rights
This policy is in accordance with Vietnamese laws on consumer protection and e-commerce.
10. Contact Information
For all return and refund requests:
KoalaCare Australia Vietnam Company Limited
Email: hello@koalacareaustralia.com
Phone: +84 037 938 2691