Returns & Exchanges | Shipping & Installation | Reserved Goods & Special Orders

1) Shipping & Installation

• This is a value-added service provided by Koala Parks in accordance with the highest standards, whether performed by Koala Parks’ team or by approved and qualified third parties.
• Timeline: Products are shipped and installed starting from the order confirmation date, within one (1) business day inside Riyadh, and up to fourteen (14) business days for all other regions of the Kingdom. Timelines may vary depending on location, product availability, and seasonal demand.
• Shipping and installation services and their fees are subject to Koala Parks’ terms and conditions.
• Shipping & Delivery Service:
  Service Coverage: Koala Parks provides shipping and installation services across all regions of the Kingdom of Saudi Arabia.

  Shipping and delivery are available for all products offered in the store.
• Service Fees:
  Free for orders with a total value of SAR 5,000 or more.

  For orders below that amount, a fee of SAR 500 (inclusive of VAT) shall apply.

  Customers may collect orders from the warehouse or showroom with no fees.
• Shipment Tracking: Once an order is shipped, a tracking number will be sent to the customer to enable shipment tracking.
• Shipping Delays: In case of any unforeseen delay, the customer will be contacted promptly with updates.
• Ground-floor delivery only: Delivery to upper floors/elevated locations or sites requiring extra equipment or labor is at the customer’s expense and is not obligatory on Koala Parks.
• Installation Service:
  Koala Parks provides installation for products requiring assembly such as wooden or metal playgrounds and garden gazebos, within the Kingdom of Saudi Arabia.

  Within Riyadh City: Installation is free for: Family Playsets, Premium Playsets, Elite Playsets, and Gazebos.

  Installation Fees by Category (Inside/Outside Riyadh):

  Product Category	Within Riyadh	Outside Riyadh
  Free Standing	99	99
  Metal Playgrounds	299	299
  Family Playsets	Free	499
  Premium Playsets	Free	799
  Elite Playsets	Free	999
  Gazebos	Free	999
  Soft Play	2,999	2,999

  Installation Conditions: The customer must prepare the installation area and provide suitable access. Any obstacles that may delay installation must be communicated in advance.

2) Return, Exchange & Order Cancellation Policy

• To request a return or exchange, the original invoice must be presented.
• All items are subject to return and exchange.
• Return/Exchange Period: Customers may request a return or exchange within 3 days from the date of receipt, provided that the products are in their original condition and have not been used, opened, or installed.
• For online purchases, the return/exchange period is calculated from the date of receipt.
• Order Cancellation: The customer may cancel the order at any time and for any reason before receiving the product. If the product is received, this shall be deemed as the customer’s acknowledgment that the order has been completed and accepted, and that the product is in good condition and matches the order.
• Non-Returnable Products: Opened, used, or installed products cannot be returned (“no returns after installation under any circumstances”), unless there is a manufacturing defect that cannot be remedied.
• Shipping Costs: If the return or order cancellation is due to a product defect or receiving an incorrect product, Koala Parks shall bear the shipping costs. In other cases and for customer-related reasons, the customer shall bear the shipping costs with a minimum of SAR 500, whether inside or outside Riyadh.
• Refund Timeline: After we receive the product and verify its condition, the paid amount will be refunded within 14 business days using the original payment method, after deducting any applicable return-related fees (if any).
• Refund Procedure: If payment was made by credit card, the refund may take additional time depending on bank procedures.
• Purchases made using gift vouchers, credit cards, or any non-cash payment method cannot be refunded in cash.
• Refunds involving third-party payment/service providers are subject to the provider’s terms and conditions. The customer must present the payment receipt with the invoice to process such refunds where permitted.
• Service fees related to installment plans are non-refundable.
• Reporting Defects: If a customer receives a damaged or defective product, Koala Parks must be notified within 48 hours of receipt. Koala Parks shall bear the shipping costs and shall either replace the product or issue a full refund, as applicable.
• Installation Damages: If damage occurs during installation, Koala Parks shall be responsible for repairing or replacing the product.
• Return requests can be submitted via the website, any Koala Parks showroom, or by contacting care@koalaparks.com or calling 920025845.

3) Reserved Goods & Special Orders

• Koala Parks offers a reservation service subject to full payment (100%). Reserved items are non-refundable after (3) days from the payment date.
• For special orders and pre-orders, full payment (100%) is required. Delivery takes place within 60–120 days from the payment date (depending on each order). Such orders are non-cancellable and non-refundable.

Contact Us