120 Day Trial
120 day trial
Because 172,800 minutes in the comfort of your home is better than 5 minutes in store.
Take up to 120 nights to get really comfortable with your Koala product. If it's not the right match, let us know, and we'll organise a full refund of the purchase price.
Love it or return it. No stress, no fuss.
How do our 120 day trial returns work?
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Submit return
- Colour missed the vibe check?
- Not so hot with a measuring tape?
- Goldilocks not happy? Too firm? Too soft?
No stress. Simply contact us and let us know, we'll process the return and get things moving. -
Arrange pick-up
We'll work with our charity partner to schedule the collection of your goods, free of charge.
Once you've chosen the preferred date please make sure you're in for the collection.
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Full refund of the purchase price
Get a full product refund within 7-14 business days of us receiving it.
What our customers have to say
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Koala are an amazing company with 100% customer service
Unfortunately due to Arthritis I wasn't able to easily manage getting the sofa bed back into the sofa position . The customer support team at koala responded immediately and said the sofa bed is simple to use but needs a bit of Oomph ,which is exactly what I found. The Koala team immediately arranged to collect the sofa bed and issue a full refund .I love the company's ethos and was gutted to have to send the sofa back because I loved the colour, texture and design and importantly free trial.
Shop Koala Sofa Bed [4th Gen]Pauline W.Verified Buyer -
Koala has been nothing but cooperative - the whole exchange was smooth.
My experience with customer care has been the best. I ordered the 3 seater sofa bed to have a king size bed for our visitors but it was bigger than we planned so we asked for an exchange. Koala has been nothing but cooperative - the whole exchange was smooth.
Shop Koala Sofa Bed [4th Gen]Hadeel K.Verified Buyer
Returns
What is Koala's return policy?
We offer a 120 day trial period for all products purchased on our website — full-price or on sale. If you’re not convinced after 120 days, you can return your product, and even if you’ve used it you'll get a full refund on your purchase (including any delivery charges). Really, no catch!
We'll pay for the collection of your product, and ensure it's sustainably re-homed.
How does the 120 day trial work?
Your 120-night 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 nights, and we’ll give you a full refund of the purchase price.
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 donated to those in need through charity partners or recycled.
Do I need to pay before the 120 day trial is over?
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.
How do I return something?
For returns within the 120 day trial and products under warranty, contact us via our website and provide us with:
- 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 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.
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 7-14 business days for the refund to be reflected on your method of payment. Refunds will be issued to the payment method used for the original order.
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.
5-year warranty
If you are having an issue with your Sofa Bed and believe it might have a defect and you're the original buyer, 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.
