Refund Policy

 

• You may ship returns back to us within 30 days of the day you receive your item.  You will be responsible for return shipping fees.
• If you refuse delivery of an order, return shipping fees will be subtracted from your refund total.
• To be eligible for a return, your item must be unused (unassembled) and in the same condition that you received it. It must also be in the original packaging.
• You must contact us at sales@koalapup.com for return shipping information before you send the item back.
• You will be refunded the purchase price minus a 25 percent restocking fee.
• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
• If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
• If you damage an item after it is in your possession, you will be responsible to pay for the damages.
• Please contact us within 30 days of the delivery date if your items have manufacturer defects. We will provide replacement parts for any defective items.  If the product you order is no longer in stock, we will provide replacement parts as soon as the product is back in stock.

 

Exceptions / non-returnable items
Mattresses are final sale and cannot be returned.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.