Terms of service
OVERVIEW
Welcome to The Koala Nest.
The terms “we”, “us” and “our” refer to The Koala Nest. The Koala Nest operates this online store and website, including all related information, content, features, tools, products and services made available through the website (collectively, the “Services”).
The Koala Nest is powered by Shopify, which provides the technology that enables us to operate our online store.
These Terms of Service (“Terms”) govern your access to and use of our website and Services and apply to all visitors, customers and users of the website.
Please read these Terms carefully before using our website or placing an order. By accessing or using our website, or by placing an order, you agree to be bound by these Terms and our Privacy Policy.
If you do not agree with these Terms, please do not use our website or Services.
Nothing in these Terms limits or excludes any consumer rights that cannot legally be limited or excluded under applicable law.
SECTION 1 – ELIGIBILITY AND USE OF THE WEBSITE
By using our website, you confirm that you are legally capable of entering into a binding agreement under the laws applicable to you.
If you are under the applicable age of legal capacity, you may use the website only with the involvement and consent of a parent or legal guardian where required by law.
You agree to provide accurate and complete information when placing an order or communicating with us.
You are responsible for ensuring that the information you provide, including your name, email address, billing information and delivery address, is accurate and up to date.
You must not use our website for any unlawful purpose or in any way that could damage, disable, overburden or impair the website or interfere with the use of the website by other users.
SECTION 2 – OUR PRODUCTS
The Koala Nest offers handmade products including, but not limited to, candles, wax melts, home fragrance products, porcelain items, soaps, gifts and other home décor products.
We make reasonable efforts to ensure that product descriptions, specifications, measurements, weights, fragrances and images displayed on our website are accurate and up to date.
However, due to the handmade nature of many of our products, minor variations in shape, colour, texture, finish, fragrance appearance and other characteristics may occur between individual products.
Such variations are a natural characteristic of handmade products and do not necessarily constitute a defect.
Product colours may also appear slightly different depending on your monitor, mobile device, screen settings, lighting conditions and other technical factors.
Product Images and AI-Generated or Digitally Enhanced Images
The product images displayed on our website are intended to provide an accurate representation of our products.
However, some images may be digitally enhanced, digitally composed or created using artificial intelligence (AI) technology, particularly for lifestyle, decorative or presentation purposes.
AI-generated or digitally enhanced images may show a product in a particular setting, lighting condition, arrangement or presentation that may differ from the actual product received.
Accordingly, the actual product may differ slightly from the images shown on the website in terms of colour, lighting, texture, background, styling, arrangement or other visual details.
We make reasonable efforts to ensure that the product itself, its main characteristics and its specifications are accurately represented.
Where a product is handmade, the actual item may also contain natural or minor variations that are not visible in the product images.
SECTION 3 – PRODUCT AVAILABILITY
All products are subject to availability.
We reserve the right to change, update, suspend or discontinue products, product variations, fragrances, colours, packaging or other product features at any time.
Where possible, we will update the information on the website accordingly.
If a product becomes unavailable after you have placed an order, we will contact you using the information provided when placing the order and, where applicable, provide an appropriate solution in accordance with applicable law.
SECTION 4 – ORDERS AND ACCEPTANCE
When you place an order through our website, you are submitting a request to purchase the selected products.
After placing an order, you will normally receive an order confirmation by email acknowledging receipt of your order.
An order is considered accepted when we confirm that the order has been accepted and/or when the products are dispatched, subject to applicable law.
We reserve the right to refuse or cancel an order where there is a legitimate reason to do so, including product unavailability, obvious pricing or description errors, suspected fraudulent activity, or technical errors.
If we cancel an order after payment has been made, we will refund the amount paid for the cancelled order in accordance with applicable law.
You are responsible for checking your order details before completing your purchase.
SECTION 5 – PRICES AND PAYMENTS
All prices displayed on our website are stated in euros (€) and include applicable VAT unless expressly stated otherwise.
Shipping costs, where applicable, will be displayed separately before you complete your purchase.
We reserve the right to change product prices, discounts and promotional offers at any time. Any price change will not affect an order that has already been accepted, except where required by law.
We take reasonable care to ensure that prices displayed on the website are accurate.
In the event of an obvious technical or pricing error, we reserve the right to correct the error and, where necessary, contact the customer before fulfilling the order.
Payment must be successfully authorised before an order can be processed.
SECTION 6 – SHIPPING AND DELIVERY
We currently offer delivery according to the shipping options and destinations displayed at checkout.
Estimated delivery times are provided for guidance and may vary depending on the destination, product availability, order processing time, courier services, public holidays and circumstances outside our reasonable control.
Any estimated delivery time displayed on the website is not a guarantee unless expressly stated otherwise.
We will make reasonable efforts to dispatch orders within the processing period stated on the website.
If delivery is significantly delayed, we will communicate with you where appropriate and applicable.
Risk of loss or damage to the products remains with The Koala Nest until the products are physically delivered to you, or to a third party designated by you, except where applicable law provides otherwise.
For further information regarding delivery, please refer to our Shipping Policy.
SECTION 7 – RETURNS, WITHDRAWAL AND REFUNDS
Your statutory consumer rights remain fully protected.
For purchases made online, consumers generally have a 14-day right of withdrawal, subject to the exceptions provided by applicable law. The withdrawal period for goods generally begins on the day the consumer, or a third party designated by the consumer, acquires physical possession of the goods.
The conditions, procedure and applicable exceptions are described in our Return and Refund Policy.
Certain products may be excluded from the right of withdrawal where permitted by applicable law, including products made to the consumer’s specifications or clearly personalised products.
Where a product is defective, damaged, incorrect or does not conform to the contract, your statutory consumer rights apply regardless of any voluntary return policy.
For further information, please refer to our Return and Refund Policy.
SECTION 8 – LEGAL GUARANTEE AND PRODUCT CONFORMITY
Nothing in these Terms affects your statutory rights as a consumer.
Under applicable EU consumer protection rules, consumers are generally entitled to a minimum two-year legal guarantee for goods that are faulty or do not conform to the contract.
If you receive a product that is defective, damaged, incorrect or does not conform to the product description or purchase agreement, please contact us as soon as reasonably possible at:
We will assess the issue and provide the remedy required under applicable law.
SECTION 9 – HANDMADE PRODUCTS AND NATURAL VARIATIONS
Many products sold by The Koala Nest are handmade.
Small variations in colour, shape, texture, surface finish, fragrance appearance or other characteristics may naturally occur during the handmade production process.
These variations may be particularly noticeable in handmade candles, wax products, porcelain items and other handcrafted products.
Such variations do not automatically constitute defects where the product remains in conformity with the applicable description and legal requirements.
SECTION 10 – PRODUCT SAFETY
Products should always be used in accordance with the instructions, warnings and safety information provided with the product and/or displayed on the website or product packaging.
Candles, wax melts, fragrance products and other products involving heat, flame or fragrance materials must be used responsibly and in accordance with their specific safety instructions.
Keep products away from children, pets, heat sources and other hazards where applicable.
Never leave a burning candle unattended.
The Koala Nest is not responsible for damage resulting from misuse, improper use, failure to follow safety instructions or use contrary to the intended purpose of the product, to the extent permitted by applicable law.
Nothing in this section excludes or limits liability that cannot legally be excluded or limited.
SECTION 11 – INTELLECTUAL PROPERTY
All content appearing on the website, including but not limited to:
- The Koala Nest name and logo
- product names
- product photographs
- AI-generated or digitally enhanced images created for The Koala Nest
- text and product descriptions
- graphics
- designs
- videos
- website layout
- branding
- packaging designs
- other original content
is owned by or licensed to The Koala Nest and is protected by applicable intellectual property laws.
You may access and use the website for personal and lawful purposes only.
You may not reproduce, copy, modify, distribute, sell, republish, commercially exploit or otherwise use our content without our prior written permission, except where permitted by applicable law.
SECTION 12 – THIRD-PARTY SERVICES AND LINKS
Our website may contain links to or integrations with third-party services, websites or applications.
These third-party services may have their own terms and privacy policies.
The Koala Nest is not responsible for the content, availability, policies or practices of third-party websites or services that are outside our control.
Where you use a third-party service, you should review the relevant provider's terms and privacy policy.
SECTION 13 – SHOPIFY
Our online store is hosted and powered by Shopify.
Shopify provides the technology infrastructure used to operate our online store, but purchases made through our website are transactions between you and The Koala Nest.
Shopify is not the seller of the products offered by The Koala Nest and is not responsible for the products purchased from our store.
SECTION 14 – PRIVACY
Your personal information is processed in accordance with our Privacy Policy.
Our Privacy Policy explains how we collect, use, store and otherwise process personal information in connection with our website and Services.
You can view our Privacy Policy here:
https://thekoalanest.gr/policies/privacy-policy
SECTION 15 – REVIEWS AND CUSTOMER CONTENT
If you submit a review, photograph, comment, testimonial or other content to The Koala Nest, you confirm that you have the necessary rights to submit that content and that it does not infringe the rights of another person.
By voluntarily submitting content to us, you grant The Koala Nest permission to use, reproduce and display that content for the purposes of operating, promoting and improving our business, subject to applicable law.
We reserve the right to remove content that is unlawful, abusive, defamatory, misleading, offensive or otherwise inappropriate.
SECTION 16 – ERRORS AND INACCURACIES
Occasionally, information on our website may contain typographical errors, inaccuracies or omissions relating to product descriptions, prices, availability, promotions, shipping information or other content.
We reserve the right to correct such errors and update information when necessary.
If an obvious error affects an order that you have already placed, we will contact you and provide an appropriate solution in accordance with applicable law.
SECTION 17 – PROHIBITED USE
You must not use our website:
- for any unlawful purpose;
- to infringe intellectual property or other rights;
- to submit false or misleading information;
- to interfere with the operation or security of the website;
- to introduce malicious software, viruses or harmful code;
- to attempt unauthorised access to our systems;
- to scrape, copy or systematically collect website content without permission;
- to engage in fraudulent activity; or
- in any way that could harm The Koala Nest, Shopify or other users.
We reserve the right to restrict or terminate access to the website where we reasonably believe that these Terms have been violated, subject to applicable law.
SECTION 18 – DISCLAIMER
We make reasonable efforts to keep the information on our website accurate and up to date.
However, we do not guarantee that the website will always be available, uninterrupted or completely free of technical errors.
Nothing in these Terms excludes or limits any statutory consumer rights, legal guarantees or liabilities that cannot legally be excluded or limited under applicable law.
SECTION 19 – LIMITATION OF LIABILITY
To the fullest extent permitted by applicable law, The Koala Nest shall not be liable for losses that are not reasonably foreseeable or that arise from circumstances outside our reasonable control.
Nothing in these Terms excludes or limits liability for matters that cannot legally be excluded or limited, including liability arising from mandatory consumer protection laws.
Nothing in these Terms affects your statutory rights as a consumer.
SECTION 20 – EVENTS OUTSIDE OUR CONTROL
We will not be responsible for delays or failures caused by events beyond our reasonable control, including but not limited to natural disasters, severe weather, fire, strikes, transport disruptions, courier disruptions, government actions, internet or telecommunications failures, or other events that could not reasonably have been prevented or anticipated.
Where such an event affects your order, we will make reasonable efforts to inform you and minimise any resulting delay.
SECTION 21 – SEVERABILITY
If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be limited or removed to the minimum extent necessary.
The remaining provisions will continue to apply to the extent permitted by law.
SECTION 22 – ENTIRE AGREEMENT
These Terms, together with our Privacy Policy, Return and Refund Policy, Shipping Policy and any other policies expressly referred to on our website, constitute the terms governing your use of our Services and purchases from The Koala Nest.
If there is a conflict between these Terms and mandatory consumer protection legislation, the applicable mandatory legislation will prevail.
SECTION 23 – CHANGES TO THESE TERMS
We may update these Terms from time to time.
The most current version will always be available on this page.
Any changes will become effective when posted on the website unless a different effective date is stated.
Your continued use of the website after changes have been posted constitutes acceptance of the updated Terms, to the extent permitted by applicable law.
SECTION 24 – GOVERNING LAW AND JURISDICTION
These Terms are governed by the laws of Greece, without prejudice to any mandatory consumer protection rights that may apply to consumers under the laws of their country of residence.
Nothing in these Terms prevents consumers from exercising rights granted to them by mandatory provisions of applicable consumer protection law.
Where permitted by applicable law, the competent courts of Greece shall have jurisdiction over disputes arising in connection with these Terms or purchases made through the website.
SECTION 25 – CONTACT INFORMATION
If you have any questions regarding these Terms, our products or your order, please contact us:
The Koala Nest
Georgiou Katechaki 3
54627 Thessaloniki
Greece
Email: info@thekoalanest.gr
Phone: +30 6973268036
Email: thekoalanest@hotmail.com
GEMI: 120047104000
VAT Number: EL051531775