Refund policy

Returns and exchanges

We want you to feel completely confident in your Koya Haus purchase.

If your order arrives and it isn’t quite right, please reach out to us at support@koyahaus.com.au within 30 days of receiving your item. We’ll review your request and guide you through the next steps.

To be eligible for a return, items must be unused, undamaged, and returned in their original packaging. As each piece is carefully prepared and inspected before dispatch, any visible signs of use or damage may affect eligibility for a refund.

Once your return is approved, we will provide instructions on how to send your item back. 

Damages and issues

We take great care in packing every order. However, if your item arrives damaged, defective, or incorrect, please contact us as soon as possible so we can make right. Kindly include your order number, brief description of the issue, and clear photographs of the item and packaging. 

If a fault is confirmed, we will arrange a replacement or refund, with related return shipping covered by Koya Haus.

Exchanges

The fastest way to exchange an item is to return your original piece (once approved), and place a new order for your preferred item. 

Refunds

Once we receive and inspect your return, we’ll notify you of the outcome.

If approved, refunds will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to finalise the transaction.

If more than 15 business days have passed since approval, feel free to contact us at support@koyahaus.com.au.