Return Policy for Koala Wipes
Last Updated: Wednesday 13th May 2025
At Koala Wipes, we are committed to providing high-quality products and excellent customer service. We understand that occasionally you may need to return
an item. This policy outlines our returns process:
1. Your Right to Cancel (Consumer Customers)
If you are a consumer customer (i.e., not purchasing for business purposes), you have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 1 2013. This right applies from the moment you place your order until 14 days from the day after you receive your goods.
To exercise your right to cancel, you must inform us of your decision by a clear statement (e.g., a letter sent by post or email to the address below). You can use the model cancellation form provided on our website, but it is not obligatory.
If you cancel your order, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary 2 costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:
- 14 days after the day we receive back from you any goods supplied, or;
- (if earlier) 14 days after the day you provide evidence that 3 you have returned the goods, or;
- if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
You must send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
2. Returns for Business Customers (Trade/Wholesale)
For business customers, returns are generally only accepted if the goods are faulty, damaged upon arrival, or if there has been an error in the order dispatched by us.
In such cases, you must notify us in writing (email preferred) within 7 days of receipt of the goods, providing details of the issue and, where possible, photographic evidence of any damage or fault.
Upon receipt of your notification, we will assess the issue and, if the return is approved, we will provide you with instructions on how to return the goods.
Returned goods must be in their original packaging, unused, and in a resalable condition, unless they are being returned due to a fault or damage.
We reserve the right to refuse returns that do not meet these criteria.
If the goods are confirmed to be faulty, damaged upon arrival, or incorrectly dispatched, we will arrange for a replacement, a credit note, or a refund for the cost of the goods and any reasonable return shipping costs incurred (provided you have agreed on the return method with us beforehand).
3. General Returns Conditions
Notification: All returns, except for cancellations by consumer customers within the 14-day period, require prior notification to us.
Proof of Purchase: Please ensure you include your original order number or proof of purchase with any return.
Condition of Goods: Returned goods should be in the same condition as they were received, wherever reasonably possible, including all original packaging and accessories.
Responsibility: Until the goods are received by us, they remain your responsibility. We recommend using a tracked or signed-for delivery service for returns.
Discretion: We reserve the right to assess the condition of returned goods and determine the appropriate resolution.
4. Return Address
Koala Wipes (Returns Department)
Cox Green, Church Road
Ramsden Heath
Essex, CM11 1PS
United Kingdom
5. Exchanges
If you would like to exchange an item for a different size or product, please follow the return process outlined above and place a new order for the desired item.
7. Questions
If you have any questions about our return policy, please contact us at:
Koala Wipes LTD
Email: info@koalawipes.co.uk
Phone: 0845 370 0030
Address: Cox Green, Church Road, Ramsden Heath, Essex, CM11 1PS, England
Please note: This is a sample return policy and may need to be adapted to fit the specific practices of Koala Wipes LTD. It is recommended that you consult with a legal professional to ensure your return policy is compliant with all applicable laws and regulations.