120 day trial

You’ve got 120 days to get comfy with your new Koala product. If it’s not the right fit, no worries—you can return it for a full refund of the purchase price.

How do returns work?
- Live in metro Sydney, Melbourne, Brisbane, Adelaide, Canberra, or Perth? If you're returning a larger item like a mattress, bed base, or sofa, we’ll pick it up for free.
- Outside those areas? You’ll still get the 120-night trial, but return shipping isn’t covered. You’ll need to drop your return off at one of our Koala Fulfilment Centres (located in Sydney, Melbourne, Brisbane, Adelaide and Perth).
- Returning smaller items like pillows, homewares, and sheets? We’ll send you a free return label so you can pop them in the mail.

Too easy.

Your 120 day trial starts the day your Koala product arrives—no activation needed! Take your time to sit, sleep, and stretch out to see if it’s the right fit for you. If you’re not feeling it, no worries—just let us know within 120 days, and we’ll give you a full refund of the purchase price.

If you’re in metro Sydney, Melbourne, Brisbane, Adelaide, Canberra or Perth, we’ll pick up larger items like mattresses, bed bases, and sofas for free.

For regional and rural areas, the trial still applies, but return shipping isn’t covered, so you’ll need to drop your return off at one of our Koala Fulfilment Centres located in Sydney, Melbourne, Brisbane, Adelaide and Perth.

For smaller items like pillows, homewares and sheets, we’ll send you a free return label so you can pop them in the mail.

No stress, no pressure—just time to figure out if it’s right for you

We want you to get the most out of your trial period, so snuggle in! While reasonable wear and tear is acceptable, returned goods should be without significant damage so that we can give them a second life!

All returned products are thoroughly cleaned and assessed before either being sent to the Koala Second Home for resale, donated to those in need through charity partners or recycled (for example, components of our mattresses can be recycled into carpet underlay)..

Yes, you’ll be charged for your product at checkout, but if you decide it’s not the right fit, you can return it within 120 days for a full refund of the purchase price.

For returns within the 120 day trial and products under warranty, let our customer service team know via the Contact Us page on our website and provide:

• Your full name
• Order number
• Product
• A summary of your reason for return

We will get back to you as soon as we can!

Before returning your item, disassemble your furniture or fold your mattress in half (like a taco!) and wrap in plastic for protection. Don't worry, if you have lost your original plastic wrap, we can arrange more for you. Finally, place your order number on a piece of paper and attach it to the outside of your wrapped product.

For large furniture items (mattress, bed base, sofa) in metro areas of Sydney, Melbourne, Brisbane, Adelaide, Canberra and Perth, we’ll organise a suitable time frame for us to pick it up from you. This is a free pick up service. Outside of these cities, we'll ask you to ship the product back to your nearest returns depot.

For pillows, homewares (not including Rugs) and sheets, we’ll give you a replied paid address for you to mail back your product to us.

When a Koala product is returned it is cleaned and assessed. It is then either sent to the Koala Second Home, donated to those in need through our charity partners, or recycled (for example, components of our mattresses can be recycled into carpet underlay).

Your refund will be issued once your return has arrived in our warehouse. It can take 3-5 business days for the refund to be reflected on your method of payment.

No, our 120 day trial is provided to the original purchaser only, and aren't transferable.

Click here to kick off your return.

New South Wales

Koala Second Home (ex Bunnings) - Reception1 Kellicar Road, Campbelltown, 2560, NSWMonday-Friday, 8am-4pm.

South Australia

CTI Adelaide - Reception, 122-132 Purling Avenue, Edinburgh, 5111 SAMonday-Friday, 9am-4pm.

Queensland

CTI Brisbane, Door 1B, 145 Tile Street, Wacol, QLD, 4076Monday-Friday, 9am-4pm.

Western Australia

CTI Perth - Reception, Door 6 / 26 Wellard Rd, Bibra Lake, 6163, WAMonday-Friday, 9am-4pm.

Victoria

IFC Melbourne - Reception, DOOR 8, 35 Jordan Cl, Altona, 3018, VICMonday-Friday, 9am-4pm.