Returns & Refunds policy

Last updated: 05/12/2025

At Emerald Koala, we want you to feel completely confident when shopping with us. If something isn’t quite right, we’re here to help. This Returns & Refunds Policy explains your rights, how returns work and what to expect.

Your Right to Cancel (UK Consumer Contracts Regulations)

You have the right to cancel your order within 14 days of receiving it — no questions asked.
This applies whether you’ve changed your mind, ordered by mistake, or simply decided the product isn’t for you.

To cancel, please email us at greens@emeraldkoala.co.uk with:

• Your name

• Order number

• The item(s) you wish to return

We’ll reply with instructions for sending your product back.

Returns Eligibility

To receive a refund, the following conditions apply:

Unopened Products

• Must be returned unused, sealed, and in their original packaging.

• Must be sent back within 14 days of notifying us of your cancellation.

Opened Products

For health and safety reasons, we cannot accept returns of opened or used consumable products unless they are faulty, damaged, or incorrect.

Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty or not what you ordered, we will put it right.

Please contact us within 48 hours of delivery at greens@emeraldkoala.co.uk with:

• Your order number

• A description of the issue

• A clear photo showing the problem

We will arrange a replacement or full refund, including return postage where required.

Return Costs

• For change-of-mind returns, the customer is responsible for return postage.

• For faulty, damaged or incorrect items, we cover all return costs.

Refund Processing

Once your return is received and inspected, we will process your refund within 7 working days.
Refunds are issued to the original payment method only.

Please note:

• Shipping costs are non-refundable for change-of-mind returns.

• We will notify you by email once your refund has been completed.

Exchanges

We currently do not offer direct exchanges. If you would like a different product, please place a new order once your refund has been processed.

Missing Deliveries

If your parcel hasn’t arrived:

• Please allow the timeframe stated on your shipping confirmation email.

• Contact us if the parcel is significantly delayed so we can investigate with the carrier.

We will replace or refund missing orders where appropriate.

How to Contact Us

If you have any questions about refunds or returns, our team is always happy to help.

Email: greens@emeraldkoala.co.uk