TERMS & CONDITIONS
CUSTOMER CARE
At KoalaRock, we strive to offer outstanding customer service and ensure that every interaction with us is smooth and hassle-free. If you have any questions regarding our products, orders, or general inquiries, please feel free to contact us. Our customer service team is available Monday through Friday from 9 AM to 5 PM (AEST), and we aim to respond to all inquiries within 48 hours. You can reach us via email at info@koalarock.com.au
SHIPPING & DELIVERY
We offer both standard and express shipping options, with rates and estimated delivery times displayed at checkout. Orders are processed within 1-3 business days after payment confirmation. Once your order has shipped, you will receive a tracking number for easy monitoring. Please ensure that your shipping address is accurate, as we are unable to make changes once the order has been dispatched. While we do our best to ensure timely deliveries, KoalaRock is not responsible for any delays caused by postal services, customs procedures, or lost packages once the order has left our facility.
REFUNDS & EXCHANGES
KoalaRock offers returns and exchanges within 30 days of purchase, provided that the items are unused, unwashed, and in their original condition with tags attached. Customers are responsible for the return shipping costs unless the item is faulty or incorrect. Once we receive and inspect the returned item, refunds will be processed accordingly. If you receive a faulty item, please contact us with photos and order details so we can arrange a resolution. Exchanges are subject to stock availability. If the requested item is unavailable, we will provide a refund or store credit.
INTELLECTUAL PROPERTY
All content on this website, including but not limited to logos, product designs, images, and written materials, is the exclusive property of KoalaRock. Unauthorised use, reproduction, or modification of any of our intellectual property is strictly prohibited and may result in legal action. If you wish to use any of our branding, assets, or content, please contact us for written permission.
PRIVACY & SAFETY
KoalaRock values your privacy and is committed to safeguarding your personal information. All customer data is securely stored and will never be shared with third parties without explicit consent. Transactions on our website are encrypted to ensure security, and we do not store payment details. By using our website, you agree to our data collection and usage policies as outlined in our Privacy Policy.