Billing & Returns Policy

Last Updated: October 21, 2026

By confirming your purchase at the end of the checkout process, you agree to accept and pay for the products you ordered, as well as any applicable taxes.

Prescription orders and some non-prescription orders are subject to approval by your veterinarian and verification by our pharmacists prior to fulfillment. The receipt of an order number or an email order confirmation does not constitute Koala's acceptance of an order or confirmation of Koala's agreement to sell a product or dispense a prescription. Koala reserves the right, without prior notice, to limit the order quantity on any item, refuse service to any customer, and cancel any order for any reason at Koala's sole discretion.

Koala products will be shipped to the address designated by you, provided that the address is accurate and complete and complies with any applicable carrier requirements. Delivery time is subject to the carrier. Once the shipping carrier has delivered your order to your shipping address, we cannot be responsible for any damage to your shipment.

Returns & Refunds

At Koala Health, your pet’s safety and well-being come first. Our returns and refunds policy reflects industry standards, pharmacy regulations, and best practices for patient care.

This policy applies to purchases made through Koala Health’s online platform and related services.

Over-the-Counter (OTC) Products

Over-the-counter products include non-prescription items such as supplements, food, treats, and general pet supplies.

  • OTC products are not eligible for return, whether opened or unopened.

  • If there is an issue or concern with an OTC product, please contact our Customer Care team for assistance.

  • When a resolution is appropriate, Koala Health will generally prioritize a replacement first, followed by an account credit, with a refund considered when other resolution options are not appropriate.

  • Customers should not send products back to Koala Health unless specifically instructed to do so.

  • Shipping and handling fees are generally non-refundable unless the issue resulted from an error by Koala Health.

  • Approved refunds will be issued to the original form of payment.

Prescription (Rx) Medications

Prescription medications are subject to strict pharmacy laws and safety regulations.

  • All prescription medications are final sale and are not eligible for return once dispensed and shipped.

  • This policy applies whether the medication is opened, unopened, used, or unused.

  • Prescription medications may not be returned to inventory under any circumstances.

Exceptions & Resolutions

We will promptly assist if there is a confirmed issue related to:

  • Receiving an incorrect medication, dosage, quantity, or formulation due to a Koala error;

  • Damaged product upon delivery;

  • Fulfillment, dispensing, or shipping errors; or

  • Verified non-delivery supported by carrier tracking.

In these limited cases, Koala Health may, at its discretion, issue a replacement, refund, or account credit following verification. When possible and permitted, replacement or reshipment may be offered instead of a refund.

Special Circumstances

In sensitive situations, Koala Health may consider a refund or account credit on a case-by-case basis. These situations are handled with empathy-first communication and subject to verification.

Medication Disposal

If a prescription medication is no longer needed, customers are responsible for proper disposal. Please follow FDA-recommended medication disposal guidelines or use a local authorized medication take-back program.

Koala Health cannot accept returned prescription medications for disposal.

https://www.fda.gov/consumers/consumer-updates/where-and-how-dispose-unused-medicines

Additional Terms

  • All return, refund, credit, or replacement requests are subject to review and approval.

  • Koala Health reserves the right to limit or deny refunds or credits to prevent misuse or abuse of this policy.

  • This policy does not affect your statutory consumer rights where applicable.

Questions or Support

If you have questions about an order or need help determining eligibility, please contact our Customer Care Team before taking any action. We’re here to help.