Terms of service

Terms & Conditions

G’day! Welcome to the KoalaCloth LLC Terms & Conditions.

These Terms explain your rights, our responsibilities, and the conditions that apply when you visit the KoalaCloth website or purchase products from us.

KoalaCloth is operated by an individual seller based in Australia.

For questions or assistance, please contact us at support@koalacloth-au.shop.

These Terms are divided into three parts:

Website Terms of Use
Terms of Sale
General Legal Terms

Our Privacy Policy is a separate document available on our website. Together with these Terms and our other published policies, it governs your use of our websites and any Orders you place.

Part I – Website Terms of Use

Who We Are

KoalaCloth is an online retail brand operated by an individual seller based in New South Wales, Australia.

Our operating address is:

KoalaCloth
167 Avenue Road
Mosman, NSW 2088
Australia

Email: support@koalacloth-au.shop

When we use the terms “KoalaCloth,” “we,” “us,” or “our,” we mean the individual seller operating the KoalaCloth online store.

When we use the terms “Customer,” “you,” or “your,” we mean the customer, visitor, or user accessing our website or purchasing our products.

Acceptance of These Terms

By accessing our website, creating an account, submitting information, or placing an Order, you agree to these Terms.

If you do not agree with these Terms, please do not use our website or purchase products from us.

We may update these Terms periodically. The version in effect at the time you place an Order will apply to that Order.

Access to the Website

We may temporarily suspend, restrict, modify, or remove access to all or part of the website for maintenance, updates, security, technical, operational, or legal reasons.

We do not guarantee that the website will always be available, uninterrupted, secure, or free from errors.

Who May Use the Website

You must be at least 18 years old or have the permission of a parent or legal guardian to use the website and place an Order.

You must have the legal capacity to enter into a binding purchase agreement.

Our products are currently available for delivery to addresses in:

Australia
New Zealand
Canada

Customers are responsible for ensuring that purchasing and importing our products is lawful in their location.

Intellectual Property

All materials displayed on our website—including product photographs, graphics, logos, brand names, designs, text, videos, page layouts, and other content—are owned by or licensed to KoalaCloth and are protected by applicable intellectual-property laws.

You may view, save, or share website content for personal and non-commercial purposes.

You may not copy, reproduce, distribute, modify, republish, sell, license, or commercially use our website content without prior written permission.

Accuracy of Website Information

We make reasonable efforts to ensure that the information displayed on our website is accurate and current.

However, we cannot guarantee that every product description, photograph, colour, measurement, price, promotion, availability notice, or other item of information will always be complete, accurate, or free from error.

Product colours and appearance may vary slightly depending on screen settings, lighting, photography, packaging updates, and production batches.

We reserve the right to correct errors, update information, or cancel an Order affected by an obvious pricing or product-information error.

Website Security and External Links

We use reasonable measures to protect our website, but we cannot guarantee that it will always be free from viruses, malicious software, technical errors, or interruptions.

Customers should use appropriate security software and take reasonable precautions when accessing websites.

Our website may contain links to third-party websites or services. We do not control and are not responsible for the content, availability, security, products, privacy practices, or policies of third parties.

Cookies

We use cookies and similar technologies to operate our website, remember preferences, analyse website usage, prevent fraud, and support advertising and marketing activities.

You may disable cookies through your browser settings, but doing so may affect certain website functions.

Further information is available in our Privacy Policy.

Part II – Terms of Sale

Placing an Order

When you place an Order through our website, you are offering to purchase the selected products in accordance with these Terms.

After an Order is submitted, we will normally send an email acknowledging that we received it. This acknowledgement does not necessarily constitute final acceptance of the Order.

A purchase agreement is formed when we accept and begin processing or dispatching your Order.

We reserve the right to reject or cancel an Order for legitimate reasons, including:

Product unavailability;
Payment failure;
Incorrect pricing or product information;
Suspected fraud or unauthorised payment activity;
Delivery restrictions;
Unusually large quantities or suspected unauthorised resale; or
Violation of these Terms.

If we cancel an Order after receiving payment, the applicable amount will be refunded to the original payment method.

Customer Information

Customers must provide complete and accurate information when placing an Order, including:

Full name;
Email address;
Telephone number;
Delivery address;
Billing information; and
Payment information.

The Customer is responsible for checking all Order details before completing checkout.

Prices and Currency

Product prices are displayed in the currency shown on the website and during checkout.

Depending on the Customer’s location, prices may be displayed in:

Australian dollars for customers in Australia;
New Zealand dollars for customers in New Zealand; or
Canadian dollars for customers in Canada.

The binding transaction amount and currency will be clearly displayed during checkout before payment is confirmed.

Your bank, card issuer, or payment provider may apply currency-conversion charges, international transaction fees, or its own exchange rate. These external fees are set by the financial institution and are outside our control.

Applicable shipping charges and taxes will be displayed during checkout where required.

Prices may change without notice. However, except in the case of an obvious error, the price displayed when the Customer confirms the Order will apply to that Order.

Payment

Available payment methods will be displayed during checkout and may include major credit or debit cards, PayPal, Apple Pay, Google Pay, Shop Pay, or other supported payment services.

Payments are securely processed by third-party payment providers. KoalaCloth does not directly store complete payment card information.

By submitting payment information, the Customer confirms that:

They are authorised to use the selected payment method;
The payment information is accurate;
Sufficient funds or credit are available; and
KoalaCloth and its payment providers are authorised to charge the amount displayed during checkout.

If payment is declined, reversed, or identified as potentially unauthorised or fraudulent, we may suspend or cancel the Order.

Product Availability

Products are offered subject to availability.

If a product becomes unavailable after an Order has been placed, we may:

Offer a suitable replacement with the Customer’s approval;
Provide an updated estimated fulfilment date; or
Cancel the unavailable product and issue a refund.

Order Changes and Cancellations

We process Orders quickly, so Customers should email support@koalacloth-au.shop as soon as possible if they need to modify or cancel an Order.

We will make reasonable efforts to assist, but we cannot guarantee that an Order can be changed or cancelled after it has entered processing, fulfilment, or shipment.

An Order is only considered cancelled after the Customer receives written confirmation from us.

Shipping and Delivery

We aim to process and dispatch Orders within approximately 1–2 business days.

Estimated delivery times after dispatch are:

Australia: approximately 8–12 business days
New Zealand: approximately 8–12 business days
Canada: approximately 8–12 business days

These delivery times are estimates and are not guaranteed.

Delivery may be delayed because of carrier disruptions, customs procedures, public holidays, severe weather, high shipping volumes, incorrect addresses, or other circumstances outside our reasonable control.

Customers will normally receive tracking information after their parcel has been dispatched.

Incorrect or Incomplete Delivery Address

Customers are responsible for providing a complete and accurate delivery address.

If you notice an error, email support@koalacloth-au.shop immediately.

Address changes can only be made if the Order has not already been processed or shipped.

KoalaCloth is not responsible for delays, failed deliveries, losses, or additional costs resulting from incorrect or incomplete information supplied by the Customer.

If a parcel is returned because of an incorrect address, failed collection, refused delivery, or another issue attributable to the Customer, additional shipping charges may apply before the parcel can be resent.

Returns and 60-Day Money-Back Guarantee

Eligible products may be returned within 60 days from the Order date, subject to the requirements in our Returns and Refund Policy.

Customers must email support@koalacloth-au.shop before returning any product or requesting return, refund, or exchange assistance in every circumstance. This requirement also applies when a product is damaged, defective, incorrect, incomplete, or not as described.

Products sent back without prior email contact, return authorisation, and return instructions may not be accepted.

Customers must not send a product to our operating address or any other address unless our customer-support team has specifically confirmed the authorised return address in writing.

For change-of-mind returns:

The product must be unused and in its original condition;
Original packaging and accessories should be included;
Proof of purchase or an Order number is required; and
Return shipping costs are the Customer’s responsibility.

We strongly recommend using a tracked return service. KoalaCloth is not responsible for unauthorised returns or returned parcels lost in transit.

Damaged, Faulty, Incorrect, or Incomplete Products

If a product arrives damaged, faulty, incorrect, incomplete, or not as described, the Customer must email support@koalacloth-au.shop before returning it.

The email should include:

The Customer’s full name;
The Order number;
A description of the issue;
Clear photographs or videos showing the product and problem; and
Photographs of the packaging and shipping label where applicable.

The Customer should keep the product and packaging until our support team has reviewed the request.

Depending on the circumstances and the Customer’s legal rights, we may offer a repair, replacement, exchange, refund, or another appropriate remedy.

Nothing in this section limits any right or remedy available under applicable consumer law.

Refunds

Once an authorised return has been received and inspected, we will notify the Customer whether the refund has been approved.

Approved refunds will be returned to the original payment method.

Banks, card issuers, and payment providers may require additional processing time before the refund appears in the Customer’s account.

Original or expedited shipping costs are generally non-refundable for change-of-mind returns unless required by law.

Consumer Protection Rights

Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy that cannot legally be excluded.

Depending on the Customer’s location, applicable protections may include:

The Australian Consumer Law for customers in Australia;
The Consumer Guarantees Act 1993 and Fair Trading Act 1986 for customers in New Zealand; and
Applicable federal and provincial consumer-protection laws for customers in Canada.

For major failures under the Australian Consumer Law, Australian consumers may be entitled to reject the product and choose a refund or replacement, or seek compensation for a reduction in value.

For minor problems, we may choose to provide a repair or replacement within a reasonable period, as permitted by law.

Promotions and Discounts

Promotional codes must be entered during checkout and generally cannot be applied after an Order is completed.

Unless expressly stated otherwise:

Only one promotional code may be used per Order;
Promotional offers cannot be exchanged for cash;
Promotions may have minimum-spend or product restrictions;
Offers may be available for a limited time; and
Discounts do not apply to previous purchases.

SMS Program Terms

By subscribing to KoalaCloth SMS communications, Customers consent to receive recurring automated marketing and transactional messages.

Message frequency may vary. Message and data rates may apply.

Consent to marketing messages is not a condition of purchase.

Customers may reply STOP to unsubscribe or HELP for assistance.

Transactional messages relating to existing Orders may still be sent where permitted.

Part III – General Legal Terms

Limitation of Liability

To the maximum extent permitted by law, KoalaCloth is not responsible for losses caused by circumstances outside our reasonable control, including carrier delays, supply interruptions, website outages, severe weather, customs delays, or third-party service failures.

We are not liable for indirect, incidental, special, punitive, or consequential losses where such liability can legally be excluded.

Nothing in these Terms excludes, restricts, or modifies any liability, consumer guarantee, right, or remedy that cannot legally be excluded under the Australian Consumer Law or other applicable consumer-protection legislation.

Force Majeure

We will not be responsible for delays or failure to perform obligations resulting from circumstances beyond our reasonable control, including:

Natural disasters;
Severe weather;
War or civil unrest;
Government action;
Strikes;
Carrier or postal disruptions;
Public-health emergencies;
Internet, hosting, or payment-system failures; or
Supply-chain interruptions.

Affected obligations may be suspended for the duration of the event.

Indemnification

To the extent permitted by law, the Customer agrees to indemnify KoalaCloth against claims, liabilities, losses, or reasonable expenses resulting from:

The Customer’s unlawful use of the website;
A material breach of these Terms;
Infringement of another person’s rights; or
Fraudulent or unauthorised conduct by the Customer.

This provision does not require the Customer to indemnify KoalaCloth for conduct for which KoalaCloth is legally responsible.

Severability

If any provision of these Terms is found to be invalid, unlawful, or unenforceable, that provision will be enforced to the maximum extent permitted or removed where necessary.

The remaining provisions will continue to apply.

Changes to These Terms

We may update these Terms periodically to reflect changes to our services, operations, or legal obligations.

Updated Terms will be published on our website. The version in effect when an Order is placed will apply to that Order.

Governing Law and Jurisdiction

These Terms are governed by the laws of New South Wales, Australia.

The courts of New South Wales have non-exclusive jurisdiction in relation to disputes arising from these Terms.

Customers may also have the right to bring proceedings in another competent jurisdiction and rely on mandatory consumer protections applicable in their place of residence.

Privacy

Our handling of personal information is explained in our Privacy Policy, which forms part of these Terms.

Entire Agreement

These Terms, together with our Privacy Policy, Shipping Policy, Returns and Refund Policy, and any other policies displayed on the website, constitute the agreement between the Customer and KoalaCloth regarding use of the website and product purchases.

Contact Us

For questions about these Terms, Orders, shipping, returns, refunds, exchanges, or products, contact:

KoalaCloth
Operated by an individual seller based in Australia