Product Refunds, Exchanges, Warranty: Policy Page

12 Month Warranty: (Electronic Products)

If you have ordered an electronic product, for example the Koola Doll or the RED Glow to Sleep Nightlight, you are eligible for our 12 month replacement warranty. This warranty covers the product for any electronic defects for 12 months from the date of purchase. So that we can evaluate the issue and make it right, you will need to send us a photo of the product in question to help process a replacement, we may also request for you to post it back to us to help eliminate future potential defects with our manufacturing partners. If this is the case we will provide a return postage label. Click here to “Contact Us” and get the process started.

Exchanges

Had a last minute change of mind and want to exchange for a different product? You are welcome to exchange items by contacting us and requesting an exchange. All you need to do is post the product back to us (you will need to pay the shipping). You have 30 days from the date of purchase to initiate an exchange process. The products must arrive back to us exactly as it arrived to you: in brand new unused condition with the original product packing packed perfectly and in the same condition as it was when dispatched from our warehouse. Once we have received the product back and we have inspected/quality checked/approved, we will send you a coupon to use on our website to select your exchanged product. There is no restocking fee for exchanges.

Received Wrong Product

We apologise in advance if there has been an error on our end. We are only human so mistakes may happen! Our team has an excellent quality inspection process, so it is rare but again- we are all human! Please inspect your order upon reception and contact us immediately if you receive the wrong item. So that we can resolve the problem quickly, you will need to send us a photo of the item in question to help process a refund or replacement. Click here to “Contact Us” and get the process started.

Damaged/Defective

Our quality control is a little over the top. We have several additional processes in place because we are stress heads about quality. But you may be one of the rare customers that encounter a product that is not right. So that we can evaluate the issue and make it right, you will need to send us a photo of the product in question to help process a replacement. Click here to “Contact Us” and get the process started.

Damaged During Shipping

We ship all of our products through the courier service: Australia Post. If your order has been damaged or lost during the shipping process please click here to “Contact Us” and let us know this has occurred and we will reply with the solution.

Refunds & Returns

We happily offer a 14-day refund policy on our products. We want people to enjoy our products so if you’re not completely satisfied with your purchase we will refund you. Please contact us no later than 14 days of receiving your item, and we’ll be happy to assist you with the refund/return process.

Please note that return shipping costs are the responsibility of the buyer. Once we receive the returned item and confirm it is in its original condition including perfect packaging etc we will issue a refund minus a 20% restocking fee.