KoalaPrint is responsible for the quality of the products on our site and we cover the return & refund service for our customers according to this Refund & Return Policy.
Please note the following guidance of our Refund & Return Policy：
- All claims need to be submitted in 90 days after the parcel delivered. If you received a parcel with missing item(s), please contact KoalaPrint within 2 weeks of receipt.
- Tell us about the details and provide relevant pictures and proof of your issue.
- Depending on the actual situation, KoalaPrint may ask the customer to return the order, in which KoalaPrint will cover the return Please contact our customer service to request return authorization before you return the products, or KoalaPrint has the right to reject the return and deny the refund request.
KoalaPrint will cover the full refund for the following reasons (includes postage & replacement fees).
- Wrong Order
The Customer receives an order of the wrong size/printing/products. If it is the Customer chose the wrong size, the Customer is responsible for return and replacement postage, KoalaPrint will not cover any refund.
- Damaged Product
KoalaPrint guarantees the quality of the products and provides after-service for the damaged products. However, if the products are damaged by misuse, mishandling, or poor maintenance, we are not responsible and will not offer replacements or refunds.
- Quality Issue
KoalaPrint 100% insure the quality of our products. If you notice quality issues with your order, please contact us immediately, we will take appropriate measures to your requirement.
If the Customer receives an unusable product, KoalaPrint will cover the full refund.
If the Customer upload images of low resolution, we are not responsible for the blurry or other printing issues on the actual product.
A variety of production factors may cause slight differences between the actual product and the Mock-up, so we are not responsible for slight differences on size, color, printing position.
Production Time Delay Over 10 Days
The production time over 10 days compared to the estimated production time.
Order Tracking Numbers No Found After 90 Days
The Customer can not track and hasn’t received the order after 90 days since the order shipped. KoalaPrint takes no responsibility for the loss, damage of goods, late delivery caused by force majeure such as pandemic, earthquake, natural disaster, war and country policy.
Return Service Procedure:
- Please submit a support ticket, and attach clear photos of the items that represent a quality issue.
- Please follow the instructions that are provided by our customer service team.
- Returns will be processed within 3 business days of receipt of your item(s). You will receive an email notification once your return is processed. Please note that payment processing is beyond our control and it may take up to 7-10 additional business days for the funds to be credited to your account used during checkout.
- Return address (only for receiving return items):
- Room 903, Block A, Bairuida Building, Vanke City Community, Bantian Street, Longgang District, Shenzhen, Guangdong Province
Please follow the instructions below.
- Personalized items are one-of-a-kind, whether to returned the product depends on the actual condition.
- Items that are being returned should be new, and unworn. They should be kept in the original condition in which you received them in. Please contact our customer service representatives to request a return authorization, and the return instructions.
You can cancel your order before shipment.
If you cancel your order after it leaves the warehouse, the order will become nonrefundable.
Koalaprint.com reserves the right to make any amendments to this policy at any time. Notification of any changes will be published on this page.
If you have any inquiries regarding cancellations or any of our other policies, please Contact our Customer Service Representatives [email protected]