Refund policy

We have a 30-day change of mind return & refund policy on selected products. This means, if eligible, you have 30 days after receiving your item to request and initiate the return. You must begin the return process of the item(s) within 30 days of you receiving it. Products eligible for return will be specified in the product description or as icons displayed on the product page. Please review the descriptions and fine print carefully before completing your purchase.

To be eligible for a return, your item must be in the same condition that you received it. You will also need to provide us with either the order number, proof of purchase, or serial number of the item you wish to return. A 20% restocking fee on the value of the purchased item new or used will apply unless excluded under certain circumstances as stated on the product page description, or unless agreed otherwise through communication. Change of mind returns & refunds are not eligible for some purchases, please read the 'Exceptions / Cancellations / Non-returnable Items' section for more details.

To start a return, you can contact us at sales@koalaaudiocables.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will NOT be accepted.

If you have any questions you can always contact us at sales@koalaaudiocables.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please read the 'Exchanges / Repairs' section below for more details.

Under the Australian Consumer Law, Australian buyers are entitled to a replacement or refund for any major failures and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Exceptions / Cancellations / Non-returnable Items
Unless otherwise agreed, or where an error was made when placing the order, certain purchases are non-cancellable and non-returnable. This includes, but is not limited to, products not listed on our website, clearance or B-stock items, purchased services, products sold under special promotions (including the discounted Authentic Lite collection), and items purchased through trade-in offers. 

A 5% processing fee may apply to eligible order cancellations or revisions. Last-minute cancellations or changes may incur a 20% fee. We may be able to change the order details to suit your request without the fee if the revised order is of the same value or higher. Please get in touch with us if you have any questions about a specific item. An order cannot be cancelled once it has shipped, you will have to return it under our 30-day return policy if eligible.

Exchanges / Repairs
Items purchased are non-exchangeable unless you receive the wrong item or an item with a clear and major identifiable fault inhibiting its use completely. You are still entitled to a repair as per our warranty policy or a full refund within 30 days of receiving the item if it meets this criteria. If you would like to exchange your item for something else after it has shipped or delivered, a 20% restocking fee will apply as it falls under the terms of our return policy.

Refunds
We will notify you once we’ve received and inspected your return, and let you know when we've initiated the refund process. You’ll be automatically refunded on your original payment method minus the restocking fee if applicable. Please remember it can take some time for your bank or credit card company to process the refund. This return & refund process does not cover shipping costs or any additional service cost beyond the value of the item at the time of purchase unless agreed otherwise.