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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.