Returns

Returns and Your Right to Cancel

Customer satisfaction is a priority for us. We are confident that TwinGo Carrier and our other products are high quality and and made to feel comfortable, and we hope you feel the same way.

We want you to happy with your TwinGo purchase, but we appreciate that sometimes you may wish to return it.

  • If you’ve ordered online or by telephone order, you can return your purchase. You must email us at hello@koalaslings.co.uk to tell us that you want to return your purchase within 14 days of receiving your order. You must ask us for a returns reference, and we will send you returns instructions. If you do not have a returns reference, we are unable to accept your item as a return and you will not receive your refund. You then have up to 14 days to return the goods supplied.
  • If you’re returning goods, they must be unused and in their original new condition. The product must not be pre-washed. The product must be in its original packaging, with all tags, accessories and manuals intact and undamaged.
  • We only accept return where the items returned are in new and unused condition. This means that the item(s) has none of the following (please note that this is not an exclusive list):
    1. Odours (including perfumes or washing powder/liquid)
    2. Pet hair or human hair
    3. Mud, food, or other marks or dirt on it
    4. Dribble
    5. Is damaged
  • If you return an item which is not in new condition, we will decline your refund and we may offer you a partial refund (at our discretion) to account for the resale condition of the item.
  • Please check that you are happy with your choice of style and colour before making your purchase.
  • We do not accept returns for product purchases when you have seen the sling or carrier in person beforehand.
  • You are responsible for the cost of return postage. We suggest that you use a tracked, insured service, as you are responsible for the goods until we have received them. We cannot replace or refund goods that don’t come back to us.
  • Upon receipt of the returned product, we will send you a full refund for the purchase price of the item within 14 days of receiving the goods back. We will refund to the credit/debit card or PayPal account that you used for the original purchase.
  • We do not refund additional shipping fees, in cases where you have chosen a non-standard delivery service, or in cases where you have purchased outside of the EU.
  • Our free shipping applies to your initial order only.  If you exchange an item, we will charge the cost of shipping the replacement item to you at cost.

Faulty Goods
In the unlikely event that a TwinGo product you purchase from us is faulty, you can return it to us.

  • You must notify us in writing by email at hello@koalaslings.co.uk within 48 hours of receipt, that the goods are faulty. We’ll send you instructions on how to return faulty goods to us.
  • Please do not organise the return of damaged or faulty goods without contacting us first, as we will be unable to refund postage costs.
  • We do not refund additional shipping fees, in cases where you have chosen an express or premium delivery service, or in cases where you have purchased outside of the EU.