Return and Refund Policy

This Return and Refund Policy applies to all purchases made on Koala Cloud (hereinafter referred to as “we/our”). We are committed to ensuring your satisfactory shopping experience. Please read the following terms carefully before requesting a return or refund.

1. Eligibility for Returns

We accept return requests for products that meet the following conditions:

– Products have quality defects, are damaged, or do not match the description (e.g., wrong item, incorrect size/color, missing accessories) upon delivery.

– Products are in original condition, unopened, unused, with intact packaging, tags, and labels (except for defective products).

– Return request is submitted within the specified period (7 calendar days for non-quality issues; 15 calendar days for quality issues) from the date of receipt.

2. Non-Returnable Items

The following items are not eligible for return or refund, unless required by mandatory laws:

– Custom-made, personalized products or items made to your specific requirements.

– Perishable goods (e.g., food, flowers), intimate apparel, or personal care items that have been opened.

– Products with damaged packaging, missing tags, or signs of intentional tampering that affect secondary sales.

– Digital products (e.g., e-books, software, gift cards) that have been activated or used.

– Products purchased beyond the specified return window without valid reasons (e.g., force majeure).

3. Return Process

1. Request Notification: Contact our customer service via [+1 213 599 8389] / [Elandlong@gmail.com] / Website Message Center with your order number, product photos/videos (proving the issue or original condition), and a brief description of your request.

2. Confirmation: We will review your request within 3 working days and inform you of the approval result, along with the designated return address, shipping guidelines, and whether return shipping costs are covered.

3. Product Return: Ship the product back via a traceable logistics service within 5 working days of approval, and provide the tracking number to our customer service. Ensure the product is properly packaged to avoid damage during transit.

4. Refund & Replacement Handling

– We will inspect the returned product within 5 working days of receipt. For approved returns, refunds will be processed within 14 working days and credited to your original payment method (bank card, e-wallet, etc.).

– If you request a replacement for defective or mismatched products, we will ship a new one for free after confirming the returned item. If the requested product is out of stock, we will notify you and offer a full refund or alternative product.

– Return shipping costs: Borne by us if the return is due to our fault (e.g., quality issues, wrong delivery); borne by you for non-quality reasons (e.g., change of mind, incorrect purchase).

– Original shipping costs are non-refundable unless the return is caused by our liability.

5. Miscellaneous

We reserve the right to revise this policy without prior notice. The latest version will be posted on our official website, and the revised terms will take effect immediately upon posting.

For any questions about returns and refunds, please contact our customer service. We will strive to resolve your issues promptly.