Refund policy

Refund Policy

At Green Koala, we take pride in crafting eco-luxury products with carefully selected natural ingredients. Because our products are made in small batches and can’t be resold once opened, we offer a 14-day return window.

Return & Exchange Window

  • Please contact us within 14 days of delivery to request a return or exchange.
  • Email info@greenkoala.net with your order number and the reason for your return. We’ll reply with return instructions and our return address.
  • Requests made more than 14 days after delivery are not eligible.

Eligibility
To be eligible for a return or exchange, items must be:

  • Unopened, unused, and in the same condition you received them
  • In their original packaging
  • Accompanied by proof of purchase or your order confirmation

For quality reasons, opened or used items cannot be returned. This includes burned candles, diffusers with reeds placed in the oil, and wax melts with sections removed.

Non-Returnable Items

  • Personalized and custom-labeled products, which are made to order
  • Gift cards

Damaged or Incorrect Items
If your order arrives damaged or incorrect, email us a photo within 7 days of delivery and we’ll gladly replace or refund it at no cost to you.

Return Shipping

  • Customers are responsible for return shipping costs.
  • Original shipping charges are non-refundable.
  • We recommend a trackable shipping service, and shipping insurance for items over $75, as we can’t guarantee receipt of returned items.

Refunds
Once your return is received and inspected, we’ll email you to confirm whether your refund is approved. Approved refunds are issued to your original payment method within [X] business days. Your bank or card provider may take additional time to post it.

If more than 10 business days have passed since your refund confirmation and you haven’t received it, please check with your bank or card provider first, then contact us at info@greenkoala.net.

Exchanges
If a scent isn’t your favorite, you may exchange an unopened item for the same product in a different fragrance, for example a candle for another candle. Email info@greenkoala.net to request an exchange. To exchange in person at our Marshfield studio, please call 877-304-4493 to schedule an appointment.

Gift Returns
If an item was marked as a gift and shipped directly to you, you’ll receive store credit for its value once the return is received and approved. Store credit is issued as a discount code for our online store.

Right to Refuse Returns
Green Koala reserves the right to refuse returns or exchanges that don’t meet this policy, including items that are used, damaged, missing original packaging, or returned outside the 14-day window.