Returns & Refunds
Change of mind returns
We accept returns on unopened, unused products in original condition within 30 days of purchase. To be eligible for a change of mind return, the product must be in its original packaging, unused and in a resaleable condition.
To start a return, email hello@nkdkoala.com.au with your order number and the reason for return. We will reply within 2 business days with a prepaid return label.
Once we receive and inspect the return, we will process a refund to your original payment method within 3 to 5 business days. Shipping costs are non-refundable on change of mind returns.
Faulty or damaged products
If your product arrives damaged, defective, or not as described, you are entitled to a remedy under the Australian Consumer Law. Contact us at hello@nkdkoala.com.au within 7 days of receiving your order with a photo of the issue. We will send a replacement immediately at no cost. You do not need to return the damaged item.
Adverse reactions
If you experience an adverse skin reaction to one of our products, stop using it immediately and contact us. We take all reactions seriously and will work with you on an appropriate resolution, which may include a partial or full refund.
We recommend performing a patch test before full application of any new skincare product, particularly if you have known allergies.
Exchanges
We offer exchanges on unopened products within 30 days. Contact us to arrange. If there is a price difference between the items, we will invoice or refund the difference.
Rituals
Rituals are eligible for return if every formula in the Ritual is unopened and returned together within 30 days.
Non-returnable items
- Opened products (except in the case of adverse reactions or manufacturing defects)
- Products returned more than 30 days after purchase
- Products that have been used, damaged or disposed of by the customer
Contact
Email hello@nkdkoala.com.au with your order number. We aim to respond within 2 business days.