Warranty

Warranty

Koala Warranty

At Koala, we design our products with a focus on you - using only high-quality components and materials that align with our values - allowing you to focus on the fun stuff, like relaxing! That’s why, if something does go wrong, we’ve got you covered with the Koala Warranty.

What is the Koala Warranty?

Our Koala Warranty covers the replacement or repair of a product that has a manufacturing or material defect during the applicable warranty period - although there are some exceptions. 

The terms of the Koala Warranty are specific to the type of product you purchase from us. It is a good idea to read these terms as they let you know important information about the Koala Warranty for your product, such as what the Koala Warranty covers and what it doesn’t (a.k.a., the exceptions).

You can find the terms of the Koala Warranty for our products at the following links:

How to make a claim?

Please give us a call on 1800 575 337 or drop us an email via support@koala.com so we can help get any issue sorted. We will require the following information from you to review a claim:
  • details of the defect;
  • proof of purchase;
  • clear photos of the defect; and
  • clear photos of the product or ID label.

Koala will make every effort to promptly review your claim. If we determine that your claim is valid, we will (at our election) repair the defect or replace your product. We may ask you to arrange transport of the original product to Koala for repair or replacement.

Consumer Guarantees

The benefits provided under the Koala Warranty are in addition to the rights and remedies of a consumer under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. 

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Koala Second Home Warranty

The condition of our seconds, samples and discontinued products at our Koala Second Home will vary and you will receive the product in the condition it is in at Koala Second Home, whether in its original packaging or fully assembled. Some products might have a few imperfections, but they have all been quality checked so that they are functional and safe to use.

What is the Koala Second Home Warranty?

Our Koala Second Home Warranty covers physical damage or manufacturing defects in materials and workmanship for products purchased from our Koala Second Home - although there are some exceptions, such as damage that was apparent on simple inspection or brought to your attention at the time you purchased the product.

The terms of the Koala Second Home Warranty are specific to the type of product you purchase from us. It is a good idea to read these terms as they let you know important information about the Koala Second Home Warranty for your product, such as what the Koala Second Home Warranty covers and what it doesn’t (a.k.a., the exceptions). 

You can find the terms of the Koala Second Home Warranty at the following links:

How to make a claim?

Please call 1800 575 337 or drop us an email via secondhome@koala.com so we can help get any issue sorted. We will require the following information from you to review a claim:
  • details of the defect;
  • proof of purchase from Koala Second Home;
  • clear photos of the defect; and
  • clear photos of the product or ID label.

Koala will make every effort to promptly review your claim. If we determine that your claim is valid, we will (at our election) repair the defect or replace your product with a suitable replacement of equivalent condition at purchase (at our discretion). Please note the limited availability of products in our Koala Second Home. If your item is discontinued or a suitable replacement is not available, Koala may elect to replace the product you purchased with a similar alternative or refund the purchase price. We may ask you to arrange transport of the product you purchased to Koala Second Home for repair or replacement.

Consumer Guarantees

The benefits provided under the Koala Second Home Warranty are in addition to the rights and remedies of a consumer under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. 

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

120 Night Trial

Try any koala product for 120 nights. If you don’t love it, ship it back and we’ll give you a full refund.

Learn More

  • Spare parts

    While we endeavour to keep some spare parts available for products that we sell for 12 months after a product has been discontinued from sale, we may not always have them available due to a number of factors including the type and size of the component, frequency of requests and other manufacturing constraints.

  • Anchor It

    Small children love to explore and could quite easily climb on freestanding furniture such as bookcases, drawers, wardrobes and sideboards. If the furniture is unsecured or unstable, the child’s weight can cause the furniture to topple and may injure the child.

    All products sold by Koala that present a potential topple risk are tested for stability and come with the additional security of anti-topple or wall fixing hardware. Please use them!