Terms of service

Last updated: 3 June 2025

We are Koala AU Operations Pty Ltd (ABN 18 605 237 090), but you can call us Koala. In these Terms of Service, we also call ourselves “we”, “us” and “our” and we refer to you as… you guessed it, “you” or “your”.

The purchase of products on this website is only for delivery to addresses located in Australia, and is subject to these Terms of Service.

Our Terms of Service apply to anyone in Australia who purchases our products, or who makes an offer to purchase our products, so please read them carefully. You indicate your acknowledgement of these Terms of Service before placing any orders on our website. 

We reserve the right to amend these Terms of Service at any time by updating them on our website. Changes that we make to these Terms of Service will not affect any orders that we have accepted. The Terms of Service that apply to your purchase are those made available to you at the time of purchase.

About the products on our website

Availability 

We generally have stock available. However, sometimes we run short and the availability of products on our website may be limited. We will try to include a statement on our website when we are aware that a particular product is out of stock, but we are under no obligation to do so. We reserve the right to discontinue any product at any time.

Accuracy of product descriptions

Occasionally there may be typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing or promotions. We reserve the right to correct any errors without notice. 

We know that colour is important and we make every effort to display the colours and images of our products on our website accurately. However, we cannot guarantee that the display of any colour on your device screen will be accurate. You may be able to return a product if you feel that the product description on our website does not match the product you receive (see the 120-night trial and Warranties sections below for further details).

Modifications

Prices, descriptions and specifications of our products are subject to change until your order is confirmed. 

Testing and learning

From time to time, we may run tests on our website for purposes that include improving our products, services and customer experience, and optimising the pricing for our products and services. These tests will not affect your ability to access or use our website, but your user experience and/or the price displayed to you for a product or service on our website may differ from what other customers see at the same time. 

The pricing shown at checkout reflects the price at which your order will be placed under these Terms of Service. If you have any questions regarding the pricing for your order, please contact our Customer Service team at support@koala.com. 

As part of these tests, we may collect information (such as browser type, device details, pages viewed and click behaviour) to help us understand how users interact with different versions of our website. Where any of the information collected is personal information, we will collect, use and store it in accordance with our Privacy Policy.

Ordering from us

How do you order from us?

You may have heard of ‘offer and acceptance’. That’s legal speak for creating a contract. 

When you visit our website, you can have a squiz at our products and, if you like what you see, you can make us an offer to purchase a product for the price listed on our website (this is your order). We will review your order and, if we accept it, then we have a confirmed order. In legal terms, this means that when the order is confirmed we have a binding contract under which we agree to supply that product to you for a price and you agree to accept the product and pay us that price for the product. 

There are three steps in the process: (1) you submit your order to us, (2) we confirm that we have received your order (but this is not acceptance of the order), and (3) we accept or reject your order.

Until we have accepted your offer, we are not legally bound to fulfil your order.

Your order

When you place an order, you make us an offer for each product in the order in accordance with these Terms of Service at the price displayed on our website. After we receive your offer, we may either accept it or reject it. 

When you accept these Terms of Service on placing your order, we will assume that you are 18 years old or older, or you otherwise have parental permission to place the order.

You agree to provide us with current, complete and accurate personal and payment information for your order. If you create a login for using our website (we refer to this as “your account”), you are responsible for keeping the user id and password for your account secure. You are responsible for all orders placed through your account. If someone else uses these details to purchase a product from us, you will be responsible for payment for that product.

By placing your order, you agree that your order is not placed for the purpose of re-supplying or reproducing any product in the order, to commit fraud, using a third-party’s account or to harm our online systems.

Please review your order carefully before you place it. Once we confirm your order, you are unable to cancel it (unless we advise you that stock is unavailable). If you change your mind about your order, you must go through our returns process to be eligible for a refund (see the 120-night trial section below).

If stock of a product is not available at the time you wish to order, you may still submit an order and we will contact you advising you when the product is in stock and our estimated delivery date (as noted in the Acceptance or rejection of your order section below, that email will be our acceptance of your order).

Confirmation of your order

We will send you an email confirming that we have received your order. This confirmation is not an acceptance of your order, it is simply an acknowledgment that we have received your order. 

Acceptance or rejection of your order

Your order will be accepted when we send you an email with the delivery details relating to your order. This is our tax invoice for your purchase and represents our acceptance of your order. 

We like selling products, so we don’t usually reject orders. However, to the extent permitted by law (including the Australian Consumer Law), we are free to accept (in whole or in part) or reject your offer for any reason (or no reason). Reasons for rejecting your offer may include, but are not limited to, limitations on quantities available for purchase (for example, per person, household, order or geographic region), an error in the price or product description, problems identified by our credit department, or an error in your order. We reserve the right to limit or reject orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors. 

Cancellation of your order

Even if we have accepted your order, we may cancel it if we are unable to fulfill your order due to events that are outside of our reasonable control. 

Payments 

The prices of products on our website are displayed in Australian dollars and include GST where applicable. 

The costs associated with delivery of products in your order (including for any additional delivery and assembly services you apply to your order) will be indicated to you during the checkout process (see the Delivery section below for further details regarding delivery), and will be paid together with the product price prior to dispatch.

Just in case you are wondering, we don’t haggle over prices, the price you see on our website is the price you will pay if you submit an order to us. The only discounts we provide are for valid discount codes provided as part of an offer, or if you have won one of our competitions or are eligible for a reward, (refer to our Promotion Terms for further details).

The available payment methods for products you wish to purchase will be displayed at the point of purchase during checkout and are subject to change without notice. Payment does not constitute acceptance of your order, and your order is only accepted when we send you an email confirming delivery. If we reject your order, or cancel your order after we have accepted it, any payment already made will be refunded to you (see the Refunds section below).

All payments must be received in full prior to dispatch. If your payment is not received or is declined by your bank or credit card issuer, your order will be rejected. We cannot and will not hold the product for you, and do not guarantee that the product will be available should you try to order it again.

Delivery

Delivery and costs

Orders placed by you and accepted by us will be delivered to the address you provide at the time of placing the order, as long as that delivery address is compliant with the delivery restrictions outlined on our website from time to time. It is your responsibility to ensure that the address provided to us is correct. The delivery cost will be indicated to you during the checkout process and will have to be paid together with the product price prior to dispatch. 

In purchasing a product, you agree to accept delivery of the product at the address you have nominated. We will email or text you with approximate delivery dates and times once your order is ready for delivery, and may also send you a tracking number. 

If you are not able to accept delivery on the date(s) and at the time(s) that we notify you of, you must advise us before a delivery is attempted. Any and all failed delivery attempts made by a courier will be charged to you at full price. 

When you go through the checkout to pay for your products, you can choose whether delivery requires you to sign for the product(s) or whether the product(s) can be left at your chosen location without signature (we refer to this as “authority to leave”). If you choose not to sign on delivery and provide us “authority to leave”, then you take the risk of the product(s) being damaged or stolen once we have delivered them to your chosen location.

Delivery timeframes

We know that everyone hates waiting around for a delivery. We will use reasonable endeavours to meet the timeframes for delivery that we share with you, but they are estimates only. 

Many factors (some of which are beyond our control) can affect these timeframes and we cannot guarantee that they will always be met. We reserve the right to amend our estimated timeframes without notice to you and we will not be liable to you for any delays.

Requirements for delivery 

So that we can deliver the products in your order to the delivery address, we need you to make sure that on the date(s) and at the time(s) for delivery:

  • there is clear, unobstructed and safe access to the front door of the property, or the location at the delivery address that you have instructed us to deliver the products;
  • there is safe and adequate parking available at the delivery address so that we can complete delivery; and
  • any animals are restrained or placed in a different area - this is for the protection of both your animals and our delivery team.

If the delivery address is an apartment building or block of units, we are able to deliver to the door of the apartment or unit if: 

  • the building has a lift; or 
  • the door is up no more than three flights of stairs or 30 steps.

Where we consider the premises, or environment and circumstances, to be unsafe or unsuitable for our team to deliver the products in your order to the delivery address, we reserve the right to refuse to complete the delivery. If this happens, our Customer Service team will be in touch with you to make alternate arrangements. Additional fees may apply where delivery needs to be rescheduled due to no fault of Koala or our delivery team.

Additional delivery and assembly services

When placing an order with us, you may (depending on the delivery address you provide) also be given the option to apply the following additional services to your order: 

  • you may choose to have the products delivered to a particular room (or rooms) at the delivery address (rather to the front door) - we call this “Room Service Delivery”; and/or
  • have the products in your order assembled in a particular room at the delivery address by some professional Koalas (aka experienced humans engaged by Koala to assemble our products) - we call this “Premium Delivery”. 

We will require that someone is present at the delivery address for us to carry out our Room Service Delivery and Premium Delivery services.

If you apply Room Service Delivery services to your order, to ensure our delivery team can complete the delivery of your products, you will also need to make sure that our delivery team have clear, unobstructed and safe access to: 

  • the room(s) at the delivery address selected for the product(s) to be delivered to; and 
  • deliver the product(s) into the selected room(s), which may require you to move existing furniture and other items prior to our arrival.

If you apply Premium Delivery services to your order, the following conditions will also apply to the delivery and assembly of your products by our delivery team:

  • you will also need to make sure that our delivery team have clear, unobstructed and safe access to: 
    • the room(s) at the delivery address selected for the product(s) to be delivered to and assembled in; and 
    • complete delivery and assembly of the product(s) in the selected room(s), which may require you to move existing furniture and other items prior to our arrival;
  • the room(s) selected for delivery and assembly of the product(s) must have a level surface on which we can assemble your products;
  • you agree for the assembly services to be carried out at the same time and date, and at the same address, as delivery of the product(s) in your order by Koala’s delivery team;
  • our delivery team will provide the assembly services to you using due care and skill, and take all reasonable steps to avoid any damage to the products, your premises and personal property;
  • assembly of the products in your order will be carried out by us in strict accordance with our assembly instructions for each product and we are unable to make any alterations or customisations when providing the assembly service, but our assembly services do not include any wall mounting, attachments or installation (where this is required in the assembly instructions for a product, or where you otherwise require it for safety or aesthetic reasons, we recommend you engage a qualified tradesperson to assist); and
  • all Koala packaging will be removed from your room of choice by our delivery team (unless you decide to keep it), and recycled or disposed of thoughtfully.

You can find out more about Koala’s delivery services, including where Room Service Delivery and Premium Delivery services are available here.

Title and risk

We retain title to and ownership of each product in your order until payment is received in full for the product and it has been delivered to you. 

Risk (including risk of loss or damage) in any product purchased passes to you upon delivery of the product to the address you provide us for delivery of your order. If you provide us with authority to leave at the delivery location, then risk passes when the products are delivered to that location.

Damaged or incorrectly supplied goods

If a product we deliver to you is damaged at the time of delivery, you can ask us to remedy the damage (see the Your rights under the Australian Consumer Law section below). You must contact our Customer Service team at support@koala.com as soon as possible after discovering the damage. We may ask you to provide evidence (such as photos) to support your claim. Depending on the extent of the damage, we will repair or replace the product or will provide you with a full or partial refund.

Please note that this section relates to products that are damaged on delivery and is separate from our Koala Warranties, which relate to faults or defects in our products (see the Warranties section below for further details).

If the product we deliver to you is not the product you ordered, or if we supply the wrong products or wrong amount of products to you (whether too many or too few), you must promptly contact our Customer Service team at support@koala.com. We will ask you to return any incorrect or excess products received and will arrange for those products to be collected from you. 

Replacement parts

Please note that spare parts for Koala products are not typically available for sale. 

If you do require a spare part, please reach out to our Customer Service team at support@koala.com who may be able to help find you a solution.

120-night trial

At Koala, we stand behind our products - so we want you to take 120 nights to get really comfortable with your Koala product. If it isn’t right for you, contact us to organise a return and we’ll give you a full refund of the purchase price for the product. We call this our “120-night trial”, but you may sometimes see us refer to it as our “120-day trial”.

If you are not completely satisfied with your Koala product, you can return it to us within 120 nights from your delivery date and receive a full refund of the purchase price, provided that:

  • if the product is a mattress, you have kept your mattress for a minimum of seven (7) days (where it is important to note that this condition is part of our 120-night trial and does not affect your rights under the Australian Consumer Law); and 

  • we reserve the right to refuse a return and refund if we have reasonable grounds to believe you are abusing this right (for example, if you purchase and return an unusually large number of products, repeatedly purchase and return products or fail to arrange the return of the products within a reasonable period determined by Koala).

Once we receive the returned product, we will process any refund you are entitled to (see the Refunds section below).

We will not refund any delivery charges or assembly charges (such as Room Service Delivery or Premium Delivery services) for products returned under our 120-night trial. If you placed your order for Koala products before 3 March 2025, you will still be eligible for a refund of any standard delivery charges you paid for the delivery of a product in the order that is returned under our 120-night trial.

To be eligible for a return and refund under our 120-night trial, you must satisfy the following:

  • You must be a full paying customer. 

    • If you did not purchase your product, you are not eligible for a return under our 120-night trial. Please contact the person who purchased the product. 

    • We will require a receipt or proof of purchase to complete your return.

  • Products that are stained or damaged will not be eligible for a return or refund under our 120-night trial.

  • You must be available for the scheduled collection time where we have arranged with you that the returned product will be collected from your address.

  • The returned products must be packaged in accordance with our reasonable requirements, which will be notified to you by email.

Free return shipping for eligible areas of Sydney, Brisbane, Melbourne, Adelaide and Perth 

Our 120-night trial includes free shipping for returns within eligible metro areas of Sydney, Brisbane, Melbourne, Adelaide and Perth. We’ll arrange for your products to be collected from your address (in the case of bulky products) or provide free return shipping labels (in the case of homewares).

Returns shipping for all other areas of Australia

For all regional and rural deliveries, the 120-night trial is still available, but the return shipping is not covered. We'll ask you to ship the product back to our nearest Koala customer fulfillment centre (which are located in Sydney, Melbourne, Brisbane, Adelaide and Perth) at your cost, and we will then process your return. For smaller items (such as homewares), we may be able to provide you with a “reply paid” label for you to mail the product back to us free of charge.

Refunds

Once your return has been accepted, or if we cancel your order or if we do not accept your order (and you have already made payment for it), the amount you paid for the product(s) will be refunded to you via your original payment method. If you paid for your order through a third-party payment provider, additional charges may apply in accordance with their terms.

If we are unable to refund your payment via the original method of payment used during checkout, we will arrange payment to your designated financial institution account, provided that the financial institution account is in the same name as shown in photo identity documents (we may require that you confirm your identity with a third party ID verification provider or request acceptable identification that includes a photo of you, your full name and a future expiry date – for example, your Australian Driver’s Licence or Passport). If the financial institution account is in a name that is different to your name, we may ask you to provide us with a valid Statutory Declaration stating that the financial institution account provided for the refund is yours. This information will be securely recorded and handled in accordance with our Privacy Policy. It may be used for fraud protection activities and it may be disclosed to a law enforcement agency or regulatory authority, or otherwise by law.

Please note, we will require your name, address and ABN if returning products totalling AUD 1,000 or more and requesting a Tax Adjustment Note.

Gift Card Terms

Our Gift Card Terms apply to anyone who uses an eGift Card issued by us, so please read these carefully. We reserve the right to update these Gift Card Terms at any time by updating them on our website.

The use of an eGift Card is also subject to our Website Terms, Promotion Terms (as applicable), Privacy Policy and remaining sections of these Terms of Service.

Using your eGift Card

To redeem your eGift Card, you will need to enter the Gift Card Code at checkout. eGift Cards are redeemable up to the amount of their balance and may only be used towards the purchase of our products on au.koala.com. 

Purchase amounts that exceed the value of the tendered eGift Card balance will require an additional payment for the balance due.

If you have any issues with using your eGift Card, or for details of the current balance, please contact our Customer Service team at support@koala.com. 

Keeping your eGift Card secure

Please treat your eGift Card like cash and keep the details for the eGift Card in a secure location.

The eGift Card cannot be replaced if lost, stolen, defaced or damaged and the risk of loss and title for the eGift Card passes to the Recipient when our email with the eGift Card details is sent to them.

Limitations on eGift Cards

Please be aware that eGift Cards have no cash value, and they may not be redeemed for cash (except where required by law). eGift Cards cannot be used to purchase other eGift Cards and cannot be resold. Please choose carefully as eGift Cards are non-refundable on change of mind.

Refunds for purchases made with an eGift Card will only be refunded with an eGift Card. If you have paid for products using a combination of payment card and eGift Card, we'll refund anything you paid for with your eGift Card first by reissuing a new eGift Card, and then refund any outstanding credit you are owed onto your original payment card. 

An eGift Card will not be valid, and may not be honoured, if it is obtained from an unauthorised seller or reseller, including through internet auction sites. 

eGift Cards are not debit or credit cards. They will be void in jurisdictions where prohibited and will not be redeemed if the Gift Card Code is invalid.

eGift Cards cannot be canceled once they are issued unless they expire or are canceled by Koala.

We reserve the right to materially change or cancel the eGift Card program for any reason without notice, in which case we may choose either to provide a refund or a replacement eGift Card at our discretion.

We reserve the right to refuse to honor an eGift Card where we suspect that it was obtained fraudulently. We also reserve the right to refuse to honor any eGift Card in the event of a disputed credit card charge, bounced check or other failure of consideration, and reserve the right to verify the identity of the bearer.

To the maximum extent permitted by law (and without limiting your rights under the Australian Consumer Law), we will not be liable for any loss, damage or expense (whether direct or indirect, and irrespective of how it is incurred) that may be suffered due to your use of an eGift Card, the inaccessibility of an eGift Card or the fact that certain information or materials contained on an eGift Card are incorrect, incomplete or not up-to-date. In the event that your eGift Card is not functional, our sole liability will be to replace the eGift Card.

If we believe that a clerical or accounting error has occurred, we reserve the right to correct the balance of your eGift Card and will contact the Recipient using the email details you have provided if this is required.

Warranties and liability

Warranties

We love our products and we manufacture them to meet applicable Australian standards and guarantees under the Australian Consumer Law. Because we design our products with a focus on you - using only high-quality components and materials that align with our values - we also offer specific warranties for the products you purchase from us (we call these our “Koala Warranties”). 

You can find out more about our Koala Warranties on the Warranty page of our website. It is important to read the terms that apply to a Koala Warranty, as they do include (among other things) exceptions to cover under the warranty.

Importantly, our Koala Warranties do not cover the use of our products for any commercial purpose. If you purchase our products for a commercial purpose, you acknowledge that our products are designed and have been tested for personal, household or domestic use only, and that our Koala Warranties will not apply to products purchased for any commercial use.

The benefits provided under our Koala Warranties are in addition to the rights and remedies available to you under the Australian Consumer Law. To find out more, see the Your rights under the Australian Consumer Law section below.

To the maximum extent permitted by law (including the Australian Consumer Law), we exclude all other representations, warranties, conditions or terms, whether express or implied by statute, custom or common law. 

Our liability to you

We comply with all laws that apply to our business in Australia and our dealings with you (including, if you are in Australia, the Australian Consumer Law and the Privacy Act). 

However, to the maximum extent permitted by law (and without limiting your rights under the Australian Consumer Law): 

  • we will not be liable under any theory of law (including negligence) for any economic, special or indirect loss, any loss of profit, revenue, savings or goodwill, or any loss of or damage to data, arising in connection with the use of our products or the purchase of or an offer to purchase our products;

  • we will not be liable for any delay or non-performance of any of our obligations under these Terms of Service that is caused by circumstances beyond our reasonable control;

  • our liability under any theory of law (including negligence) for any direct loss or damage arising in connection with the use of our products or the purchase of or an offer to purchase our products will be limited to the price paid or payable for the applicable products, provided that nothing in these Terms of Service excludes or limits our liability for death, personal injury, or damage to property due to our negligence; and

  • our liability to you will be reduced in proportion to any loss or damage caused by your negligence or breach of these Terms of Service.

Indemnity

If you don’t comply with these Terms of Service, then we expect you to be responsible if someone sues us or we suffer a loss because of this.

In legal terms, this means that, to the maximum extent permitted by law (including the Australian Consumer Law), you will at all times indemnify, and keep indemnified, us and our directors, officers, employees and agents from and against any loss (including reasonable legal costs and expenses) or liability incurred or suffered by us arising from any claim, demand, suit, action or proceeding by any person against us where such loss or liability arose out of, in connection with or in respect of your breach of these Terms of Service. This indemnity shall not apply to the extent that any loss or liability is caused by our negligence or breach of these terms.

Your rights under Australian Consumer Law

If you are purchasing products or services from Koala in Australia, you have rights under the Australian Consumer Law when you deal with us and when you purchase our products or services. The rights you have under the Australian Consumer Law may depend on the purpose for which you purchase our products.

We comply with the Australian Consumer Law and nothing in these Terms of Service is intended to alter or limit your rights under 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.

How to exercise your rights

If you think that there is a fault with the products you ordered or we have failed to comply with the consumer guarantees or our voluntary warranties, please let us know straight away by contacting our Customer Service team at support@koala.com. Please include as many details as possible about your order and the problem with the products. 

Miscellaneous

These Terms of Service are governed by and construed in accordance with the laws of New South Wales, Australia. You irrevocably submit to the exclusive jurisdiction of the courts of the State of New South Wales, Australia in relation to all matters relating to these Terms of Service.

These Terms of Service, and our Website Terms, Promotion Terms (where applicable) and Privacy Policy, constitute the entire agreement between you and Koala with respect to your purchase of products from Koala using our website. 

If we do not exercise or enforce any right or provision under these Terms of Service, it will not constitute a waiver of such right or provision. Any waiver of any provision under these Terms of Service will only be effective if it is in writing from us. 

If there is any ambiguity or uncertainty in these Terms of Service, it will be interpreted in a way that is fair to both you and us.

We make no representation or warranty that the content of our website complies with the laws of any country outside of Australia. If you make a purchase from outside of Australia, you do so at your own risk and are responsible for complying with the laws in the place where you access our website. To avoid any doubt, Koala will only deliver products to addresses in Australia. 

We may, at any time and without your consent, assign or subcontract to a third party our rights and obligations under any contract we have with you, including for the purpose of fulfilling any order.

If any part of these Terms of Service is determined to be unlawful, void or unenforceable, such part shall be enforceable to the fullest extent permitted by law. Any unenforceable portion shall be deemed severed from these Terms of Service and such determination shall not affect the validity and enforceability of any other remaining parts. 

Any questions? Please contact us! 

Please send your questions about these Terms of Service to our Customer Service team at support@koala.com.