Warranty Terms 

Applies to eligible purchases made after 16th September 2026.

At Koala, we design our products with a focus on you - using 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 our Koala Lifetime Warranty.

Our Koala Lifetime 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. 

Our Koala Lifetime 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. Nothing in our Terms of Service reduces or limits the benefits of our Koala Lifetime Warranty.

This is a commercial warranty and is separate from your legal rights (please see the “Your legal rights are not affected” section below for details on what legal rights means).

What does our Koala Lifetime Warranty cover?

Our Koala Lifetime Warranty covers defects in materials or workmanship in our sofas and sofa beds that are not the result of, amongst other things, normal wear and tear or a natural characteristic of the materials used (see the “What isn’t covered” section below). 

Our sofa and sofa bed components are covered for the lifetime of the product, except for fabrics and cushioning, which are covered for 5 years from the date you receive your product. 

For the purposes of this warranty, ‘lifetime’ means the reasonable useful life of the product under normal residential use and proper care, measured from the date you receive your product. For our sofas and sofa beds, this is at least 15 years. 

Any repair or replacement provided under this warranty does not extend, renew or restart the original warranty period, however your legal rights still apply. We may modify or discontinue this warranty at any time at our discretion, but any changes will not apply retroactively to products already purchased. 

If your claim is valid, we will, at our election and acting reasonably, repair the defect or replace your product.

Who is covered?

Our Koala Lifetime Warranty applies to the consumer who originally purchased the product. If you transfer the product to a new owner, the warranty transfers with it, provided the new owner can give us reasonable evidence of the transfer. This warranty applies only to products purchased and used for personal and residential purposes within the United Kingdom (excluding Northern Ireland).  

What is the period of coverage?

Our Koala Lifetime Warranty begins on the date that you receive your product. All product components in our sofas and sofa beds are covered for the lifetime of the product, except for fabrics and cushioning which are covered for 5 years from the date you receive your product. 

What isn't covered?

The following are not covered by our Koala Lifetime Warranty:

• 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 (such as damage caused by pets), cleaning, maintenance, treatment, storage, or otherwise caused by your acts or omissions, or damage caused by accidents;

• damage caused by alterations or modifications made to the product or where the product is used in an abnormal manner and/or not for its intended purpose;

• damage caused by the use of a third-party product in conjunction with the Koala product, including where such third-party product does not comply with product specifications recommended by Koala; 

• 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; 

• fault 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 at hello@koala.com so we can help get any issue sorted. To help us get started, we’ll just need a few details from you, including: 

• details of the defect;

• proof of purchase;

• clear photos of the defect; and

• clear photos of the product or ID label.

We’ll review your claim as quickly as we can after receiving all documents required. If it’s approved, we’ll either repair or replace your product, depending on what’s most suitable. We may ask you to arrange transport (at our cost) 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.

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 our Koala Lifetime Warranty are additional to, and do not affect, your legal rights.