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Money-Back Guarantee

First-time customers can try KOA Kids with our 30-day money-back guarantee!

Contents

    MONEY-BACK GUARANTEE TERMS & CONDITIONS

    About This Guarantee

    KOA Kids offers a voluntary money-back satisfaction guarantee on eligible products purchased directly from our website. This guarantee is available in addition to your rights under Australian Consumer Law (ACL) and has specific eligibility criteria set out below.

    Quick Summary (not a substitute for full terms)

    ✓ Available to first-time KOA Kids customers in Australia
    ✓ Must claim within 30 days of purchase
    ✓ Product must have at least 50% of the original contents remaining and returned in original packaging
    ✓ Refunds exclude shipping costs
    ✓ Only one claim per household

    1. Eligibility

    This money-back guarantee is available to customers who meet ALL of the following criteria:

    Who can claim:

    • You are aged 18 years or over

    • You are a resident of Australia

    • You are a first-time customer of KOA Kids (you have not previously purchased any KOA Kids products directly from koakids.com.au)

    • No one at your household address has previously made a successful money-back guarantee claim

    What products are eligible:

    • Supplement products purchased directly from koakids.com.au 

    • Products with at least 50% of the contents remaining 

    Timing:

    • Your claim must be submitted within 30 days of the original purchase date

    Not eligible:

    • Merchandise, accessories, books, or non-supplement items

    • Sample or trial size products

    • Bulk orders (purchases of more than 5 units of the same product)

    • Wholesale purchases

    • Products purchased through third-party retailers, marketplaces, or stockists

    • Purchases made using a gift card or promotional credit only (unless a bank payment method was also used)

    Note: For the purpose of determining first-time customer status and one-per-household limits, we may use any of the following identifiers: name, email address, phone number, delivery address, or payment method.

    2. How the Guarantee Works

    If you are not completely satisfied with an eligible product, you may request a refund under this guarantee.

    Return condition requirement:

    The returned product must:

    • Be in its original packaging and, if applicable, include any bottles or lunchboxes included in the original order (outer boxes/packaging are not required)

    • Have at least 50% of the original contents remaining 

    We reserve the right to decline claims where:

    • The product has less than 50% of the original contents remaining

    • The product was not returned within 14 days of claim approval

    • The product was not used in accordance with the label directions

    Important: Only one money-back guarantee claim per household will be approved, regardless of the number of products purchased or the number of people at the address.

    3. Subscription and Auto-Delivery Orders

    If you have an active subscription or auto-delivery arrangement:

    • This money-back guarantee applies only to your first order

    • Subsequent subscription deliveries are not eligible for this voluntary guarantee 

    • To cancel your subscription, please contact support@koakids.com.au separately – making a money-back guarantee claim does not automatically cancel future orders

    If you are dissatisfied with a subscription delivery after your first order, please contact us to discuss a resolution, which may include pausing, modifying, or cancelling your subscription.

    4. How to Make a Claim

    Step 1 – Submit your claim

    Email support@koakids.com.au with the subject line "Money Back Guarantee Claim" within 30 days of your purchase date.

    Include the following information:

    • Your full name (as it appears on the order)

    • Order number and purchase date

    • Product(s) you are claiming for

    • Brief reason for your dissatisfaction

    Step 2 – Wait for approval

    Do not return any products until you receive approval from our customer support team. We will review your claim and respond within 5 business days.

    If approved, we will provide:

    • A claim reference number

    • Return instructions

    • The estimated refund amount

    Step 3 – Return your products

    See section 5 for return instructions.

    Gift purchases:

    If the product was purchased as a gift for someone else:

    • The original purchaser (gift giver) must make the claim using the order details

    • The gift recipient cannot make a claim unless the order was placed in their name

    • Refunds will only be issued to the original purchaser's payment method or nominated account

    Privacy note: Personal information you provide in your claim (including bank account details) will be handled in accordance with our Privacy Policy. We will only use this information to process your claim and refund.

    If you have questions about your eligibility before making a claim, please contact support@koakids.com.au

    5. Returning Products

    Once your claim has been approved, you must return the product(s) within 14 days.

    Post your return to:

    KOA Kids Money-Back Guarantee Returns
    28 Moncur Street
    Woollahra NSW 2025
    Australia

    Important return requirements:

    • Include your claim reference number (from the approval email) inside the package or written clearly on the outside

    • Use tracked postage (Australia Post Parcel Post or courier with tracking)

    • Email your tracking number to support@koakids.com.au with your claim reference number in the subject line

    • Keep your postage receipt until your refund is processed

    You are responsible for return postage costs. We cannot refund return shipping expenses.

    Returns sent without tracking, without a claim reference number, or to an incorrect address may be delayed or rejected. KOA Kids is not responsible for items lost in transit if tracking was not used.

    If we do not receive your return within 14 days of claim approval (based on tracking information), your claim may be cancelled.

    6. Refund Amount and Method

    Refund amount:

    Your refund will be limited to the actual purchase price you paid for the returned product(s), after any discounts, promotions, or bundle pricing.

    Your refund will NOT include:

    • Original shipping or delivery charges

    • Return postage costs

    • Any promotional credits or gift card value used in the purchase (these will be re-credited if still valid)

    Refund method:

    Refunds will be processed within 14 business days of us receiving and confirming it meets these terms.

    Refunds can be issued via:

    Option 1 – Original payment method (default):

    The refund will be returned to the credit card, debit card, or PayPal account used for the original purchase.

    Option 2 – Direct deposit (Australian bank accounts only):

    If the original payment method is no longer available, we may refund to an Australian bank account, provided:

    • The account is held in the same name as the name on the original order

    • You provide: BSB, account number, and account holder name

    We may decline direct deposit requests if:

    • The account name does not match the order name (including variations in spelling, middle names, or titles)

    • We have reason to believe the request is fraudulent

    In these cases, the refund will default to the original payment method.

    Note: Refunds to credit/debit cards may take an additional 3-10 business days to appear depending on your financial institution.

    7. Preventing Misuse of This Guarantee

    KOA Kids reserves the right to decline or cancel a money-back guarantee claim where we reasonably believe the guarantee is being misused or abused.

    Examples of misuse include (but are not limited to):

    • Making multiple claims from different accounts using variations of the same name or the same address

    • Providing false or misleading information in a claim

    • Purchasing a product with the intention of returning it (e.g., bulk purchasing for resale, then claiming refunds)

    • Returning a product that has been tampered with or refilled with a different substance

    • Requesting a refund via direct deposit to a third party's bank account

    • Failing to comply with these terms, including failing to return products within required timeframes

    If we decline a claim on the basis of suspected misuse, we will notify you by email with a brief explanation. We may also suspend or ban accounts from future purchases where serious or repeated misuse is identified.

    8. Changes to These Terms

    KOA Kids may update these terms from time to time. Any changes will be posted on this page. Changes will apply to purchases made after the updated terms are published. If you purchased a product before the terms were changed, the terms in effect at the time of your purchase will apply to any claim you make within the 30-day claim period.

    9. Australian Consumer Law

    This money-back guarantee is voluntary and does not limit or replace your rights under Australian Consumer Law.

    10. Complaints and Disputes

    If you are dissatisfied with how we have handled your money-back guarantee claim, please contact our customer service manager at support@koakids.com.au with "Complaint" in the subject line. We will acknowledge your complaint within 2 business days and aim to resolve it within 10 business days.

    11. Promoter

    KOA Kids Pty Ltd
    ABN 51 672 590 439
    28 Moncur Street
    Woollahra NSW 2025
    Australia