Risk free 120 night trial

Take up to 120 nights to get really comfortable with your Koala product. If it's not right for you, contact us to organise a return and we'll give you a full refund.

No catch, no loopholes.

How does our 120 night trial work?

Buy it, get it, try it — not for you? —  return it and we'll refund it (including the standard delivery fee).  In metro areas of Sydney, Melbourne, Brisbane, Perth, Canberra and Adelaide we offer free pickup of returns. Easy peasy.

Click here to kick off your 120 night trial return request

Frequently asked questions

What is Koala's return policy?

We offer a 120 night trial period for all products purchased on our website — full-price or on sale. If you’re not sold by 120 nights, you can return your product, and even if you’ve used it you'll get a full refund on your purchase (including standard delivery charges). Really, no catch!

The return shipping is covered for all products in metro areas of Sydney, Melbourne, Brisbane, Adelaide, Canberra and Perth, and if you're returning a mattress, bed base or sofa we'll pick your return up for free.

For all regional and rural deliveries, the 120 night trial is still available, however the return shipping is not covered. We'll get you to return the product back to your nearest returns Koala Customer Order Fulfilment Centre (Sydney, Melbourne, Brisbane, Adelaide, Perth). For smaller items like pillows, homewares and sheets, we’ll send you a Reply Paid label so you can mail us your returns (free of charge).

How does the 120-night trial work?

We offer a 120 night trial period for all products purchased on our website — full-price or on sale. If you’re not sold by 120 nights, you can return your product, and even if you’ve used it you'll get a full refund on your purchase (including standard delivery charges). Really, no catch!

The return shipping is covered for all products in metro areas of Sydney, Melbourne, Brisbane, Adelaide, Canberra and Perth, and if you're returning a mattress, bed base or sofa we'll pick your return up for free.

For all regional and rural deliveries, the 120 night trial is still available, however the return shipping is not covered. We'll get you to return the product back to your nearest returns Koala Customer Order Fulfilment Centre (Sydney, Melbourne, Brisbane, Adelaide, Perth). For smaller items like pillows, homewares and sheets, we’ll send you a Reply Paid label so you can mail us your returns (free of charge).

In what condition do you accept returns?

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)..

Do I need to pay before the 120-night trial is over?

While you will be charged for your product when you purchase it, we offer a full refund (of your product and any original delivery charges) if returned within our 120-night trial period.

How do I return something?

For returns within the 120 night 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.

What do you do with returned products?

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).

How long will it take to receive my refund?

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.

I bought my Koala product from my friend. Can I return it for a refund?

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

How do I submit a request for a 120 night return?

Click here to kick off your return.

Warranties

If you reckon your product might have a defect and you're the original buyer, click here to contact us so we can sort this out for you quick smart.

When you get in touch, photos can really help us understand your issue, so it's recommended that you're with your product. This helps us to speed up your claim.

Learn more