Terms of service

Last updated: 11th September 2025

Who we are

We are Koala UK Operations Ltd (registered in England and Wales, company number 15967017), 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”. Our registered office is at C/O Corporation Service Company (UK) Limited, 5 Churchill Place, 10th Floor, London, United Kingdom, E14 5HU.

You can find everything you need to know about us, and our products on our website, uk.koala.com, before you order. We also confirm key information to you in writing by email after you place an order.

When these Terms of Service apply

We only deliver products to addresses located in the mainland of United Kingdom, excluding The Scottish Islands and Grampian, Northern Ireland and any islands, (“UK”).

These Terms of Service apply if you are buying our products via our website for delivery within the UK. Please read them carefully because if you go ahead and buy our products via our website, you will be legally bound by them.

In addition to these Terms of Service, when using our website, you also agree to be legally bound by our Website Terms (and any documents referred to in them), which form part of our agreement with you.

We may make changes to these Terms of Service

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.

Any questions? Please contact us!

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

If you are concerned about, or don’t understand, any of these Terms of Service, please do not go ahead and purchase our products until you have contacted us.

If you need these Terms of Service in another format (for example: audio, large print,), our Customer Service team will also be able to help with that, too.

About the products on our website

Summary of some of your key rights

Warranties and liability

Disputes

Other important terms that apply

First things first - your privacy

We collect personal information about you when you visit our website, communicate with us through our live chat function, purchase or offer to purchase products from us, participate in one of our promotions, when you contact us by email, telephone or letter or connect with us from other social media applications, services or websites.

We think it’s important to be clear about how we collect your personal information and what we do with it. That’s why we have our Privacy Policy, which explains:

what personal information we collect about you;
how we collect, store and use your personal information;
who we disclose your personal information to;
how you may access and correct your personal information;
your legal rights in relation to our processing of your personal information and how you can lodge a complaint regarding the handling of your personal information
how we will handle any complaint.

If you would like any further information about our privacy practices, please view our Privacy Policy.

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 always try to include a statement on our website when we are aware that a particular product is out of stock, but sometimes this isn’t possible.

We can also discontinue any product at any time. If this happens, we will tell you as quickly as possible and we will refund any sums you’ve paid in advance for products which won’t be provided.

Accuracy of product descriptions

Occasionally there may be typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing or promotions. We have the right to correct any errors. If this happens and we have already accepted your order for product(s) that are impacted by the changes, we will tell you as quickly as possible and check that you still want the product(s). 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).

While we also try to make sure that all weights, sizes and measurements set out on our website are as accurate as possible, there may be minor variances in weights and dimensions due to the materials and manufacturing tolerances.

Changes to product descriptions, specification and prices

Prices, descriptions and specifications of our products are subject to change until your order is confirmed. When we confirm your order, we will tell you if there have been any such changes since the time you placed your order.

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 look 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 by sending you an email telling you we have accepted your order, 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, subject to your right to cancel (see Your right to cancel below), to take delivery of the product and pay us that price for the product. Because of this, please read and check your order carefully before placing it.There are three steps in the process:

Order placed: you submit your order to us,
Order acknowledged: we confirm that we have received your order (but this is not acceptance of the order), and
Order accepted or rejected: we accept or reject your order.

Your order will be accepted when we send you an email confirming your order with key information about your order, including a description of the product(s) you’ve ordered, the price and any additional delivery charges or other costs, and delivery details (including estimated timescales). This is our tax invoice for your purchase.

We like selling products, so we don’t usually reject orders. However, to the extent permitted by 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 order include the product(s) being unavailable or discontinued, limitations placed on quantities available for purchase (for example, per person, household, order or geographic region), the delivery address being outside of the UK, an error in the price or product description, problems identified by our credit department concerning your payment, or an error in your order. We can also limit or reject orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

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

Your 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.

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).

Cancellation of your order by us

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;

(b) you don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to delivery the product(s) you’ve ordered to you.

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
we can 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).

Once we receive the returned product, we will process your refund (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.

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 returned stained or damaged due to misuse 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 (which must be the same address that we delivered to).
The returned products must be packaged in accordance with our reasonable requirements, which will be notified to you by email.

Our 120-night trial includes free shipping for returns within the UK, where we’ll generally arrange for your products to be picked up or will otherwise make arrangements with you.

Nothing relating to our 120-night trial affects your legal rights to cancel, or if the product is faulty.

Your right to cancel

In any circumstances in which the 120 Night Trial does not apply, as a consumer, you also have a legal right to cancel your contract with us within 14 days of you receiving the product(s) you’ve ordered (or the last of the products if your order is delivered in multiple parts).

This is known as the "cooling-off period". To cancel, you must inform us of your decision (e.g., by email or post) by contacting our Customer Service team at hello@koala.com.

You can’t change your mind about an order for products that are made to your specifications or are clearly personalised.

We will make the refund using the same means of payment as you used when you placed your order, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the refund.

In addition to this legal right to cancel (and our 120-night trial) you also have your legal rights for faulty or misdescribed products (see the Summary of your Key Legal Rights below).

Payments

The prices of products on our website are displayed in GBP and include VAT where applicable. They exclude delivery charges, which are calculated at checkout.

The delivery options and costs associated with delivery of products in your order will be clearly set out to you during the checkout process (see the Delivery section below for further details regarding delivery), and will be paid together with the product prices.

Just in case you are wondering, 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 details of current promotions).

The available payment methods for products you wish to purchase will be displayed at the point of purchase when you go to checkout and may change from time to time. Payment does not constitute our acceptance of your order, and your order is only accepted when we send you an email confirming your order and giving you key information, including about 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. Unfortunately, we can’t hold the product for you, nor guarantee that the product will be available should you try to order it again.

We will do all that we reasonably can to ensure that all of the information you give us when paying for our products is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on our part, any failure by us to comply with these Terms of Service or our Privacy Policy or breach by us of our duties under applicable laws, we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you give us. To avoid a third party gaining unauthorised access to any information that you provide to us, we recommend that you install appropriate anti-virus software on your computer.

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 (including that the address is within the UK). It is your responsibility to ensure that the address provided to us is correct. The delivery options and cost will be clearly set out to you during the checkout process and will have to be paid together with the product prices.

In purchasing a product, you agree to accept delivery of the product at the address you have nominated when you placed your order. When we confirm acceptance of your order by email, we will let you know when we think we can deliver your product(s) to you. 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 and further confirmation SMS closer to the delivery date.

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 by contacting our Customer Service team at hello@koala.com.

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.

If you order more than one product, we may deliver your products in instalments.

Delivery timeframes

We know that everyone hates waiting around for a delivery. We will do everything we reasonably can to meet the timeframes for delivery that we share with you, but they are estimates only.

Many factors beyond our control can affect these timeframes and we cannot guarantee that they will always be met. If our supply of your product is delayed, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service team at hello@koala.com to cancel your order and receive a refund for any product(s) you have paid for in advance, but not received.

Requirements for delivery

So that we can deliver the products in your order to your chosen 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 can 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.

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 when the product comes into your physical possession or the physical possession of a person identified by you to take possession of it. If you provide us with authority to leave the product at the delivery address you gave us, then risk passes when the products are delivered to that location. In other words, this means you are responsible for the product once it has been delivered to you.

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 or, up to 30 days after delivery, you can return the product and get a refund. You must contact our Customer Service team at hello@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 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 hello@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 and, where applicable, for the correct products to be delivered.

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 hello@koala.com who may be able to help find you a solution.

Refunds

All refunds will be made using the same means of payment as you used when you placed your order, unless you have expressly agreed otherwise. If you paid for your order through a third-party payment provider, additional charges may apply in accordance with their terms.

We will process refunds without undue delay, and not later than 14 days after the day we receive back from you any products that required returning, or (if earlier) 14 days after the day you provide evidence that you have returned the products. For refunds related to faulty goods under the Consumer Rights Act 2015, specific timelines may apply based on the remedy (e.g., the short-term right to reject).

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 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.

Summary of some of your key rights

We think it’s important that you understand your rights as a consumer, so here’s a summary of your key rights under UK consumer laws. In addition to your key rights, we also provide you with our 120-night return and 5 Year Koala Warranty.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your product(s), in most cases, you can change your mind and get a full refund.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product(s) you’re entitled to the following:

- up to 30 days: if your product(s) is/are faulty, you can get a refund;

- up to six months: if your product(s) can’t be repaired or replaced, then you’re entitled to a full refund in most cases;

- up to six years: if your product(s) does/do not last a reasonable length of time, you may be entitled to some money back.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 0808 223 1133.

The information in this summary box summarises some of your key rights. It is not intended to replace this agreement, which you should read carefully.

Warranties and liability

Warranties

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 some of your key rights section above.

We are under a legal duty to supply you with products that comply with these Terms of Service but, in any event, we love our products and want to manufacture and sell them in accordance with these standards. 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”).

Our Koala Warranties apply in addition to, and do not affect, your legal rights. You can find out more about our Koala Warranties by clicking here. It is important to read the terms of our Koala Warranties carefully, as they do include (among other things) exceptions to cover.

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.

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

If you think that there is a fault with the products you ordered or we have failed to comply with our legal duties or our Koala Warranties, please let us know straight away by contacting our Customer Service team at hello@koala.com. Please include as many details as possible about your order and the problem with the products (including photographs where appropriate).

Our liability to you

Nothing in these Terms of Service limits or excludes our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any breach or other cause that the law does not allow us to exclude or limit or liability.

We’re not responsible for losses you suffer caused by us being negligent or breaking any term of these Terms of Service if the loss is:

Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
Caused by a delaying event outside our control. As long as we contact you as soon as possible to let you know and do what we reasonably can to reduce the impact of us breaking these Terms of Service.
Avoidable. Something you could have avoided by taking reasonable action. For example, by following any reasonable instructions we provide with our products.

We only provide our products for domestic and private use. Therefore, we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity (we call these “Business Losses”).

Disputes

We will try to resolve any disputes with you quickly and efficiently. If you are unhappy with our products, our service to you or any other matter, please contact our Customer Service team at hello@koala.com as soon as possible.

These Terms of Service and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

You and we both irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms of Service or their subject matter or formation (including non-contractual disputes or claims).

Other important terms that apply

Third party rights: Nobody else has any rights under these Terms of Service. These Terms of Service are between you and us. Nobody else can enforce them (other than someone you (as a consumer) told us you were giving a product to as a present) and neither of us will need to ask anybody else to sign-off on changing them.

Delays in enforcement: Even if we delay in enforcing these Terms of Service, we can still enforce them later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.

Ambiguity or uncertainty: 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. In consumer contracts, significant ambiguities are often interpreted in favour of the consumer.

No promise we comply with non-UK laws: We make no representation or warranty that the content of our website complies with the laws of any country outside of the UK. If you make a purchase from outside of the UK , 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 the UK.

Transferring your contract with us: You can only transfer your contract with us to someone else if we agree to this.

Invalid or unlawful terms: If a court invalidates some of these Terms of Service, the rest of it will still apply. If a court or other authority decides that some of these Terms of Service are unlawful, the rest will continue to apply.