Koalalane Returns & Refunds Policy

1) Quick summary

• Perishables (fruits, nuts, juices, oils): No change-of-mind returns. We’ll replace/refund if items arrive damaged, leaked, expired, wrong, or of compromised quality—report within 48 hours with photos/video.
• Health & beauty: Return/replace unopened & untampered items within 7 days. Opened/used items are not returnable unless defective or wrong item sent.
• Electronics accessories: 10-day replacement for manufacturing defects/DOA; 7-day return for unopened change-of-mind (where permitted). After 10 days, manufacturer warranty (if applicable).
• How to start: Email info@koalalane.com within the window with your Order ID, photos/video, and issue details.

2) Eligibility by category

A) Fruits & Nuts; Juices & Edible Oils

• Eligible: Damaged/leaking on arrival, expired/near-expired, off-taste/odor, or wrong item/quantity delivered.
• Not eligible: Change-of-mind, opened or partially consumed packs, improper storage after delivery, or dislike of flavor once opened.
• Report within: 48 hours of delivery (attach clear photos of the outer box, inner packaging, batch/expiry, and product).

B) Health & Beauty Care

• Eligible: Unopened and in original, sealed packaging within 7 days of delivery; or defective/wrong item on arrival.
• Not eligible: Opened/used items, broken hygiene seals, items damaged after delivery due to misuse or storage.

C) Electronics Accessories

• DOA/defect: Replacement for defects within 10 days of delivery (we may troubleshoot first). Include unboxing or fault video if possible.
• Change-of-mind: Return accepted within 7 days if the unit is unopened, unused, and factory-sealed. Return may be declined if packaging/accessories are missing or tampered.
• After 10 days: Manufacturer warranty/support (if provided by brand).

3) Non-returnable items

• Opened food items; products with tamper seals broken.
• Gift cards, freebies, samples, and personalized/engraved items.
• “Final Sale” or clearance items marked non-returnable on the product page.

4) Return windows & condition

• Contact us within the stated window (48 hours or 7–10 days depending on category).
• Items must be in original condition with all tags, manuals, and accessories.
• For quality issues, please keep the product until our team confirms next steps; we may schedule a pickup or request safe disposal.

5) How to raise a return/replacement

1. Email: info@koalalane.com (or use the Contact Us form) within the window.
2. Include: Order ID, product name/quantity, clear photos/video (outer box, inner packaging, product, batch/expiry, and the issue), and your preferred resolution (refund/replacement).
3. Approval: Our team verifies eligibility and provides a pickup label or self-ship instructions.
4. Pickup/self-ship: Pack securely. If self-shipping is requested, we’ll share the return address and a reimbursement cap for standard courier charges (receipt required).

6) Refunds & processing

• Method: Prepaid orders are refunded to the original payment method; COD orders are refunded to your UPI/Bank details.
• Timeline: Once the return passes quality check (or we confirm issue via evidence), refunds are typically initiated within 2–4 business days. Banks may take an additional 3–7 business days to post.
• Partial refunds: If items/accessories are missing or packaging is damaged, we may deduct a reasonable amount or decline the return.

7) Replacements & exchanges

• If stock is available, we can ship a replacement after approval.
• If out of stock, we’ll process a refund instead.

8) Order issues

• Wrong/Missing items: Report within 48 hours with photos of the package and invoice.
• Damaged in transit: Share unboxing photos/video showing the outer damage and affected items.
• Not delivered: If tracking shows delivered but you didn’t receive it, contact us within 48 hours so we can investigate with the courier.

9) Cancellations & changes

• Before dispatch: You may cancel by emailing us; we’ll issue a full refund.
• After dispatch: Refuse delivery or raise a return per category rules (change-of-mind may not apply to perishables).
• Address changes can be attempted before dispatch; post-dispatch changes depend on the courier.

10) Shipping fees on returns

• Our error/defect/damage: Return pickup is free or self-ship cost reimbursed (standard courier, cap applies).
• Change-of-mind (where eligible): Return shipping may be deducted or borne by the customer.

11) Quality & storage guidance

For best taste and safety, store dry fruits in airtight containers, away from heat and moisture; refrigerate certain items if recommended on the label. Oils and juices should be stored per label instructions. Improper storage after delivery may void returns.

12) Contact

Questions? Need help with a return?

Email: info@koalalane.com
Phone/WhatsApp:93100 08110
Hours: Mon–Sat, 10:00–18:00 IST

Note: This policy applies to orders placed directly on Koalalane’s online store. Marketplace orders follow the respective marketplace policy. Koalalane reserves the right to update this policy at any time; the latest version will appear on this page.