Return & Refund Policy

Last updated: 1st December 2025

At Koala Kraftt, every hamper is prepared with care.
Because many of our products include food items, perishables, and personalized selections, we have a simple but strict return & refund policy to ensure fairness and safety.

1. Items Not Eligible for Return or Refund

Due to hygiene and customization, we cannot accept returns for:

  • Hampers containing food, snacks, drinks, or perishables

  • Custom or personalized hampers

  • Items that have been opened, used, or tampered with

  • Change-of-mind requests

Once a hamper is prepared or delivered, it cannot be returned or exchanged.

2. Damaged or Incorrect Items

If you receive a hamper that is:

  • Damaged

  • Missing an item

  • Containing an incorrect item

Please contact us within 24 hours of delivery.

To help us resolve the issue quickly, please provide:

  • Order number

  • Clear photos of the hamper and the affected item(s)

  • A brief description of the issue

Once verified, we will offer:

  • A replacement hamper or

  • A partial/full refund, depending on the situation

We always aim to make things right.

3. Refund Eligibility

Refunds may be granted if:

  • We are unable to fulfill an order

  • The order was charged but not processed

  • A verified issue occurred during preparation or delivery

Refunds are not applicable for:

  • Wrong address provided by the customer

  • Recipient unavailable or unreachable

  • Failed deliveries due to customer-side issues

  • Late notification beyond 24 hours

4. Order Cancellation

Before Preparation Starts

Orders can be cancelled within 1 hour of placing the order, if hamper preparation has not begun.
A full refund will be provided.

After Preparation Starts

Once we begin preparing your hamper, cancellation is no longer possible due to customization and perishable items.

5. Delivery Issues

If delivery fails due to:

  • Wrong address

  • Recipient unavailable

  • No safe place to leave the parcel

A re-delivery fee may apply.
Refunds are not offered in these situations.

6. Processing Refunds

Approved refunds will be issued through the original payment method.

Processing time:

  • Online banking / FPX: 3–7 working days

  • Credit/debit cards: 5–14 working days (depending on bank)

  • E-wallets: 3–7 working days

We’ll notify you once the refund is processed.

7. Contact Us for Assistance

If you need help with a return or refund request:

Email: support@koalakraftt.com
WhatsApp: [insert number]
Hours: 10am – 7pm (Mon – Sun)

We’re always here to support you.