Refund policy

Last updated: August 2026

At The Koala Nest, every product is handmade with care and attention to detail. Many of our products are made after an order is placed and prepared according to the options selected by the customer, such as fragrance, colour, size and, where available, personalisation.

This Return & Refund Policy explains the conditions and procedures for returns, cancellations, withdrawal, replacements and refunds.

Nothing in this Policy limits or excludes any mandatory consumer rights provided under applicable Greek or European law.

1. 14-DAY RIGHT OF WITHDRAWAL

For online purchases, consumers generally have the right to withdraw from a purchase within 14 calendar days from the day on which they receive the products, without having to provide a reason.

This right is subject to the exceptions provided by applicable law.

To exercise your right of withdrawal, you must notify us clearly before the applicable withdrawal period expires.

You can contact us at:

Email: info@thekoalanest.gr

Please include:

Your full name
Your order number
The product(s) you wish to return
A clear statement that you wish to exercise your right of withdrawal

2. EXCEPTION FOR PERSONALISED AND CUSTOM-MADE PRODUCTS

The right of withdrawal does not apply, to the extent permitted by applicable law, to products that:

are made according to the customer's specific specifications;
have been clearly personalised for the customer;
contain personal information such as a name, date or personalised message;
have been created according to a specific design or special instructions provided by the customer that are not part of the standard options available on our website.

This may include, for example:

personalised wedding favours;
personalised baptism favours;
products featuring a name;
products featuring a personalised message;
special custom orders;
products made according to a specific design or special instructions provided by the customer.

This exception applies only where the requirements of applicable law are met.

Please note: The fact that a product is handmade or prepared after an order is placed does not, by itself, mean that the product is automatically excluded from the right of withdrawal.

3. OPENED OR USED PRODUCTS

Under the right of withdrawal, customers may handle and inspect products only to the extent necessary to establish their nature, characteristics and functionality, in a manner similar to what would normally be possible in a physical store.

If a product has been handled beyond what is necessary for such inspection and its value has consequently been diminished, the customer may be responsible for that reduction in value as provided by applicable law.

For products that are legally excluded from the right of withdrawal for health or hygiene reasons, the right of withdrawal may no longer apply after the sealed packaging has been opened, where applicable under the law.

This may apply, where legally applicable, to certain sealed products that are not suitable for return for reasons of health protection or hygiene.

4. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Please inspect your order upon delivery.

If a product arrives:

damaged;
defective;
different from the product you ordered; or
not in conformity with the product description or purchase agreement,

please contact us as soon as reasonably possible at:

Email: info@thekoalanest.gr

To help us investigate the matter quickly, please provide:

your order number;
clear photographs of the product;
photographs of the packaging; and
any other information that may assist us in assessing the issue.

We recommend notifying us within 48 hours of delivery in the case of visibly damaged products so that we can investigate the matter promptly and, where appropriate, contact the shipping carrier.

The 48-hour notification period is a practical request for prompt reporting and does not limit, reduce or waive any statutory consumer rights.

Where reasonably possible, please retain the original packaging until the matter has been investigated.

5. REMEDIES FOR DEFECTIVE OR NON-CONFORMING PRODUCTS

If a product is defective or does not conform to the purchase agreement, your statutory consumer rights apply.

Depending on the circumstances and applicable law, the available remedy may include:

repair;
replacement;
an appropriate reduction in price; or
a refund.

Any remedy will be provided in accordance with the applicable consumer protection legislation.

For defective or non-conforming products, consumers will not be charged for the necessary costs of the legally required remedy, including necessary return costs where applicable.

6. ORDER CANCELLATIONS

If you wish to cancel an order, please contact us as soon as possible at:

Email: info@thekoalanest.gr

Cancellation requests may be submitted within 2 hours of placing the order, provided that the order has not already entered production, preparation or shipping.

If we receive your cancellation request within this period and the order has not yet entered production, preparation or shipping, we will make reasonable efforts to cancel the order.

After the 2-hour period, cancellation may not be possible if the order has already entered production, preparation or shipping.

For clearly personalised or custom-made products, cancellation due to a change of mind may not be possible once production has started, to the extent permitted by applicable law.

The 2-hour cancellation period applies only to requests to cancel an order before preparation or production begins. It does not limit or exclude any statutory right of withdrawal or other mandatory consumer rights that may apply under Greek or European law.

For products that are not legally excluded from the right of withdrawal, the customer's statutory withdrawal rights remain applicable.

7. RETURNING PRODUCTS

If you validly exercise your right of withdrawal, you must return the products in accordance with the instructions we provide.

Products should be packaged appropriately and securely to prevent damage during return shipping.

Unless otherwise agreed, you may use the shipping provider of your choice.

Please contact us before sending any return so that we can provide you with the appropriate return instructions.

8. RETURN SHIPPING COSTS

When exercising the statutory right of withdrawal, the direct cost of returning the products is generally borne by the customer, provided that this information has been communicated before the purchase.

If a return is necessary because of an error on our part, an incorrect product, or a product that is defective or does not conform to the purchase agreement, the necessary return costs will not be charged to the consumer, as required by applicable law.

9. REFUNDS

Where a valid right of withdrawal is exercised, we will refund the payments received from you in accordance with applicable law.

Refunds will generally be made using the same payment method used for the original transaction, unless otherwise agreed with you.

The refund will be made without undue delay and within the legally applicable period.

We may withhold the refund until we have received the returned products or until you provide evidence that the products have been sent back, whichever occurs first, where permitted by applicable law.

Where required by law, the refund will also include the standard delivery cost originally paid by the customer.

If you selected a more expensive delivery option than the least expensive standard delivery option offered by us, the additional amount will not be refunded.

10. SALE AND DISCOUNTED PRODUCTS

Products purchased during a sale, promotion or at a discounted price remain subject to the consumer rights provided by applicable law.

Purchasing a product at a reduced price does not, by itself, exclude the right of withdrawal or the consumer's statutory rights in relation to defective or non-conforming products.

Exceptions apply only where permitted by applicable law.

11. GIFT CARDS

Gift Cards are subject to the specific terms applicable to their purchase and use.

Where a Gift Card is subject to a statutory right of withdrawal or other mandatory consumer protection rights, those rights will apply in accordance with applicable law.

12. HANDMADE PRODUCTS AND NATURAL VARIATIONS

Many of our products are handmade.

Small variations in colour, shape, texture, finish, surface appearance or other characteristics may naturally occur during the handmade production process.

Such variations are a characteristic of handmade products and do not, by themselves, constitute a defect, provided that the product conforms to its description and the characteristics presented at the time of purchase.

13. PRODUCT PHOTOGRAPHS AND AI-GENERATED IMAGES

The photographs displayed on our website are intended to present our products as accurately as reasonably possible.

Some images may have been digitally created, edited, enhanced or generated using artificial intelligence (AI) technology, particularly for lifestyle, decorative or presentation purposes.

As a result, there may be minor differences between the product shown in a photograph and the actual product received, particularly regarding lighting, surroundings, background, decoration, presentation, texture or colour.

The key characteristics, dimensions, weight, quantity and available options of the product are provided on the relevant product page.