Return & Refund Policy

Last updated: July 3, 2026

This Return & Refund Policy explains how Kolaw reviews eligible returns, exchange requests, included return labels, inspections, and approved refunds. We accept returns for both defective and non-defective products, and we accept exchanges when the requested replacement item is available.

For pet care supplies, the review focuses on whether the item is unused, clean, complete, and matched to the product record. A paw cleaner cup may be checked for silicone inner sleeve and cup condition, grooming gloves may be checked for the pair and wrist straps, and a foldable travel mat may be checked for stitching, folds, and package condition.

RETURN WINDOW

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Requests submitted after 30 days may not be accepted unless required by applicable consumer law.

RETURN CONDITION & ELIGIBILITY

Product condition accepted for return: new only. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Returned pet care items should be unused, clean, complete, and packed with original packaging and included materials where possible. Items showing pet hair buildup, odor, wash residue, bite marks, heavy staining, unauthorized alteration, or missing included parts may be declined unless applicable law requires otherwise.

RETURN PROCESS & RETURN ADDRESS

To start a return, you can contact us at support@kolaw.shop. If your return is accepted, we will send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

When contacting support, include the order number, checkout email, product title, and a short reason for the request. For damaged, defective, or incorrect pet care items, photos of the item and packaging help us review the request accurately.

Return method: by mail. Return label: included in the package, free. Approved returns should be mailed to this return address: 17 PARKER ROAD ANGLE VALE, SOUTH AUSTRALIA, 5117 Australia.

RETURN SHIPPING FEES

If the product is defective, damaged, or incorrect upon delivery, we will bear the return shipping costs and provide a free return label.

For accepted returns, the return label is included in the package, free.

RESTOCKING FEE

Restocking Fee: No restocking fee will be charged to the consumers for the return of a product.

REFUND TIME_FRAME

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 days. Bank or card issuer posting times may vary after we submit the refund.

EXCHANGES AND CANCELLATIONS

Exchanges may be arranged when inventory is available and the returned item meets the stated condition requirements. Cancellation requests can be reviewed before an order has been processed or shipped; after shipment, the return process may apply.

CONTACT

For return and refund support, contact support@kolaw.shop or +61485991148. Support hours: Monday-Saturday: 9:00 AM - 5:00 PM PST.