Refund Policy
Last updated: September 15, 2026
KOALA T GUARANTEED!
We stand behind the quality of our products and want every customer to feel confident ordering from Koala T Herbals. Natural products can vary from batch to batch, and individual preferences can differ. If there is a problem with your order, please contact us. We will review the circumstances and provide the remedy available under this policy.
1. CONTACT US BEFORE RETURNING ANYTHING
Please contact us before mailing a return. Returns sent without prior authorization may be delayed, refused, or sent to the wrong location. Email us with your order number, the product involved, and the reason for the request. If the return is approved, we will provide the return instructions and address.
Email: help@koalatherbals.com
2. NEW AND UNOPENED PRODUCTS
A product may be returned for a full refund of its purchase price when it is unopened, unused, in its original condition, and returned within 60 calendar days after its confirmed delivery date. Proof of purchase and prior return authorization are required.
An approved refund for an eligible unopened product will be issued to the original payment method unless you expressly agree to receive store credit or another resolution. This eligibility does not apply to custom blends, which are addressed below.
3. OPENED OR USED PRODUCTS
Opened or used products are not eligible for a refund based only on personal preference or individual experience. After reviewing your request, we may offer one replacement with a similar eligible product as a customer-service accommodation.
A preference-based replacement is generally limited to one replacement per eligible product and order. Replacement eligibility may be denied when a product was substantially consumed, improperly stored, altered, transferred, resold, intentionally damaged, or involved in repeated or abusive return activity. This limitation does not affect remedies for a verified defect, incorrect order, transit damage, recall, contamination concern, or any right that cannot legally be limited.
4. CUSTOM BLENDS
Create Your Own Blend products are prepared according to the selections submitted with the order. Once production begins, custom blends are not eligible for cancellation, return, or refund based on a change of mind, selection error, personal preference, or individual experience.
We will review and provide an appropriate remedy when a custom blend is prepared incorrectly, arrives damaged, is subject to a recall, or has a verified defect, contamination concern, or quality problem. Please contact us promptly and provide the information reasonably needed to review the issue.
5. INCORRECT, INCOMPLETE, OR DAMAGED ORDERS
If you receive the wrong product, an incomplete order, or a product damaged in transit, contact us within seven calendar days after delivery. Include your order number, a description of the issue, and clear photos of the product, packaging, shipping label, and packing slip when reasonably available.
We may request additional information reasonably necessary to verify the issue. After review, we will replace the affected product at no additional cost, issue a refund, provide store credit with your agreement, or provide another appropriate remedy. Replacement may depend on product availability. Please keep the product and packaging until we tell you whether they are needed for the claim.
Missing, stolen, or delivered-but-not-received packages are also subject to our Shipping Policy and any optional package-protection terms applicable to the order.
6. RETURN SHIPPING AND ORIGINAL SHIPPING CHARGES
You are responsible for return-shipping costs for an ordinary unopened return based on preference or a change of mind. Original shipping charges, if any, are not refundable in those circumstances.
Koala T Herbals will pay or reimburse reasonable return-shipping costs when we authorize a return because we sent the wrong product or the product arrived damaged or had a verified defect. Please do not purchase return postage expecting reimbursement unless we have approved the return method. Nothing in this section limits a right that cannot legally be limited.
7. RETURN INSPECTION
We will notify you after an authorized return is received. We may inspect the returned product and packaging to confirm eligibility and determine whether the product is unopened, used, damaged, incomplete, or different from the item authorized for return.
We may deny or reduce a refund when a returned product does not meet the stated eligibility requirements, subject to applicable law. If a return is denied, we will explain the reason and tell you whether the product can be sent back to you at your expense.
8. REFUNDS TO THE ORIGINAL PAYMENT METHOD
Approved refunds are normally issued to the original payment method. We generally submit an approved refund within five business days. Your bank, card issuer, or payment provider may require an additional 5–7 business days to post the credit to your account.
If the original payment method cannot accept the refund, we will work with you to provide another lawful method. If the expected processing period has passed, contact your financial institution first and then email us if you still need assistance.
9. STORE CREDIT
Store credit will not replace an otherwise eligible refund unless you agree to receive it. Because store credit is not currently automated, we may issue a unique discount code in the approved amount for use on a future order. Any material restrictions or expiration terms will be disclosed when the credit is offered.
10. U.S. ORDERS ONLY
We do not ship outside the United States and do not accept international returns. Do not send a product to us from outside the United States.
11. RECALLS, SAFETY ISSUES, AND NONWAIVABLE RIGHTS
A recall, suspected contamination, adverse-event report, or product safety investigation may require procedures different from an ordinary return. Follow any instructions included in the applicable safety or recall notice. Nothing in this policy limits a remedy or consumer right that cannot legally be limited.
12. ADDITIONAL SUPPORT
We are available Monday through Friday, 9 a.m.–4 p.m. Central Time. If you contact us after hours, we will respond as soon as reasonably possible during the next business day.
Email: help@koalatherbals.com