Refund policy

At Green Koala, we take pride in crafting natural, eco-luxury products made with carefully selected ingredients. Because our products are made with natural and organic materials, they are considered perishable. For this reason, we maintain a limited return window.

Return & Exchange Window

Customers must contact us within 14 days of delivery to request a return or exchange.

To initiate a return or exchange, please email info@greenkoala.net with your order number and reason for the return.

Requests submitted more than 14 days after delivery may not be eligible for return or exchange.

Eligibility for Returns

To be eligible for a return or exchange:

  • The item must be unused and in the same condition that you received it

  • The item must be in its original packaging

  • Proof of purchase or order confirmation is required

Because our products are made with natural ingredients, used or opened items cannot be returned for health and safety reasons.

Return Shipping

Customers are responsible for all return shipping costs.

Original shipping charges are non-refundable.

We recommend using a trackable shipping service or purchasing shipping insurance for items valued over $75, as we cannot guarantee receipt of returned items.

Return items should be mailed to:

Green Koala
P.O. Box 388
Marshfield, MA 02050
United States

Refunds

Once your return is received and inspected, we will send you an email confirming receipt and notifying you of the approval or rejection of your refund.

If approved, your refund will be issued to the original payment method. Processing times may vary depending on your bank or credit card provider.

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again

  2. Contact your credit card company, as processing delays can occur

  3. Contact your bank

If more than 10 days have passed since your refund confirmation email and you have not received your refund, please contact us at info@greenkoala.net.

Exchanges

If you receive a product and decide the scent is not your preference, you may exchange it for the same item in a different fragrance.

We can only exchange items for the same product type (for example, a candle for another candle).

To request an exchange, please email info@greenkoala.net.

If you would prefer to exchange an item 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 will receive a store credit for the value of the returned item once it has been received and approved.

Store credit will be issued as a discount code that can be used on our online store.

Right to Refuse Returns

Green Koala reserves the right to refuse returns or exchanges that do not meet the conditions outlined in this policy, including items that are used, damaged, missing original packaging, or returned outside of the allowed return window.