5 Year Koala Warranty

Furniture

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 Limited Warranty.

This Koala Warranty is provided by Koala UK Operations Ltd (Company Number 15967017), which has a registered office at C/O Corporation Service Company (UK) Limited, 5 Churchill Place, 10th Floor, London, United Kingdom E14 5HU. Our VAT registration number is 497 3101 78. 

This Koala Warranty applies in addition to, and is incorporated by reference into, our Terms of Service – which include important information about our obligations to you and the limits of our responsibility when things go wrong.

What does this Koala Warranty cover?

Our 5 year Koala Warranty for furniture covers the replacement or repair of any furniture product sold in the United Kingdom (excluding Northern Ireland) that has a manufacturing or material defect where:

• the defect is not the result of normal wear and tear, or a natural characteristic of the product or a material used in the product; and
• the furniture product is used in the usual course, for its intended purpose (which shall not extend beyond personal, household or domestic use) and following our recommended care and use information.

This Koala Warranty:

• is personal to you, the original purchaser; and
• is only applicable while the furniture is in the United Kingdom (excluding Northern Ireland) - we are not responsible for replacing or repairing furniture that has been shipped overseas.

This Koala Warranty begins on the date that you receive your furniture product, and continues for 5 years from that date.

What isn't covered by this Koala Warranty?

Unfortunately, the following are not covered by this Koala Warranty:

• where the product has been purchased or otherwise acquired from a person or business other than Koala, except where the Koala Warranty has been transferred to a new owner and a chain of ownership originating from Koala cannot be proved;
• where the product has been purchased or otherwise acquired from a person or business outside of the United Kingdom, including Northern Ireland;
• normal wear and tear (including, but not limited to, minor pilling, puddling, fading, stains and discolouration, and normal softening of the product);
• natural characteristics of the product or a material used in the product (including, but not limited to, the shedding of some natural fibres);
• environmental factors outside of Koala’s control, such as excessive moisture, heat and cold that causes damage or impairs function to the product (which includes, but is not limited to, damage caused by mould or water);
• where products designed for indoor use are stored or used in an outdoor environment;
• minor changes, movement or settling of foams or cushioning layers that may cause visible or unseen indentations of less than 25mm;
• natural variation or characteristics in materials (including, but not limited to, colours, timber grain and features, minor gaps in plywood edges, variation in batch dyes, weaving processes and odours);
• damage caused by:
• improper use, cleaning, maintenance, treatment or storage, or otherwise caused by your acts or omissions (including, but not limited to, damage caused by pets);
• alterations or modifications made to the product;
• the product being used in an abnormal manner and/or not for its intended purpose; or
• any third party product (including, but not limited to, another retailer’s bed base or mattress);
• where the product is used for commercial purposes;
• any products sold as seconds, returns or similar, or where the defect had been drawn to the customer’s attention when it was purchased; and
• Faults or damage that arises because a defect was not reported to Koala within a reasonable time after discovery, resulting in further damage or complete product failure that could have been avoided.

How to make a claim?

Please drop us an email via hello@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. If the product is discontinued or not available, we may elect to replace your original product with a similar alternative.

This Koala Warranty applies from the date you receive your product and will not restart from the date of any replacement or repair. The replacement or repaired product will get the benefit of the remainder of the original warranty period.

Your legal rights are not affected 

You have certain legal rights in relation to our products (also known as ‘statutory rights’). They must be as we described them to you, fit for purpose and of satisfactory quality. Please refer to the Summary of your key rights in our Terms of Service.

The benefits given by this Warranty are additional to, and do not affect, your legal rights.