Refund policy

Returns & Refund Policy

At The Laughing Koala, we want you to love your purchase. If your item arrives damaged or faulty, we’re here to help. Our policy complies with the Australian Consumer Law (ACL) and includes the details below.

Change-of-Mind Cancellations & Refunds:

Once an order has been processed and shipped, we are unable to offer cancellations, refunds, or returns for change-of-mind purchases. Because our products ship directly from our warehouse or supplier partners, orders cannot be recalled once dispatched.

This does not affect your rights under Australian Consumer Law. If your item arrives damaged or faulty, we will provide the appropriate remedy.

30-Day Return Policy (Damaged or Faulty Items):

If your item arrives damaged or faulty, you have 30 days from the date of delivery to request a return or replacement.

Please note:

Damage to packaging only is not considered a defect. Our products ship directly from our warehouse to keep prices affordable, and as a result, outer packaging may experience scuffing or wear in transit. This does not affect product functionality or quality, and they remain fit for purpose.

Return Eligibility:

To be eligible for a return, your item must:

  • Be in the same condition you received it
  • Be unworn/unused
  • Have all original tags
  • Be in its original packaging
  • Include a receipt or proof of purchase

How to Request a Return:

Please contact us at thelaughingkoala@hotmail.com with your order number and a description of the issue.

If your request is approved, we will provide:

  • Step-by-step return instructions
  • The correct return address

Items returned without prior approval will not be accepted.

Damages & Issues:

Please inspect your order upon delivery and contact us immediately if:

  • An item is defective
  • An item is damaged
  • You received the wrong item

We will assess the issue and make it right in line with ACL requirements.

Exceptions / Non-Returnable Items:

We cannot accept returns for:

  • Sale items
  • Gift cards

If you are unsure whether your item is eligible, please contact us.

Refunds:

Once we receive and inspect your return, we will notify you of approval or rejection. 

Approved refunds are processed to your original payment method within 10 business days. Please allow extra time for your bank or card issuer to complete the posting of funds. 

If more than 15 business days have passed since your refund was approved, please contact us at thelaughingkoala@hotmail.com.