We want you to be completely happy with your purchase. If for any reason you are not satisfied, please return or exchange the item(s) within 30 days of the purchase date in its original condition.

Merchandise eligible for return or exchange must be new and unused and in good condition, inclusive of all original hangtags, packaging, and components at the time of return or exchange. 

Refund

The credit for your returned item(s) will be refunded back to your account in the same form of payment used to purchase the item(s), the credit should appear on your next statement. Once the return process is completed, you should receive an email with confirmation.

All returns/exchanges of online orders must be returned within 30 days of the purchase date. 

Exchanges

If you wish to process an exchange only, we recommend that you place a new order and return the original order, as we cannot guarantee that the item will be available at the time that the exchange is received.

To return or exchange, please follow these instructions:

1.  You must first contact us providing us with the order number and reason for the return/exchange at returns@quokkaco.com. 

2. We will provide you with a Return Authorisation number (RA) and the address where you can return your order. Pack and seal your return securely making sure to indicate your RA number clearly on the package when you ship it back to us.

3. Customers are responsible for returning the item(s) at their own expense.  Please make sure to ship your package with a tracking number, signed delivery and/or insurance, as QuokkaCo.com is not held responsible for any lost returns.

WARRANTY

Your QuokkaCo.com purchase is protected from the original date of purchase by a one-year limited warranty. If the item proves to be defective in material or workmanship under normal use anytime within the first year, we will replace the item free of charge with a same or comparable product. Defective products must be returned to receive a replacement.

The variations in color and texture are characteristics of our beautiful vegan material. This warranty does not cover normal wear and tear or damages arising from dye transference, accidents, misuse or from any alteration, service or repair.

Warranty conditions: 

Replacement will only be sent once we’ve received your damaged item;
Warranty replacement is only performed once for the same item.
Warranty claims are not eligible for a refund.

How to make a claim?

If you feel that the item you purchased has a manufacturing defect, please follow the instructions below:

Please email us at returns@quokkaco.com

To validate the eligibility of the warranty, please include the following information in your email:

  • Your order number;
  • Include 2-3 pictures with an explanation of the damaged item
  • Full name, current shipping address and phone number

We will provide you with a Return Authorisation number (RA). Pack and seal your return securely making sure to indicate your RA number clearly on the package when you ship it back to us. Please make sure to ship your package with a tracking number, signed delivery and/or insurance, as quokkaco.com is not held responsible for any lost returns.