My product is faulty. Do I return it or make a warranty claim?Updated 2 hours ago

Make a warranty claim, even if you're still within your 120-night trial.

Why warranty, not a return?
The 120-night trial is for when a product isn't right for you, for example the feel, the size or how it looks in your home. A fault is different. If something is broken, defective or not working as it should, it's covered by the Koala Warranty, so we can repair it, send a replacement part, or replace the product.

What counts as a fault?
Things like a broken frame or mechanism, a seam or zip that's come apart, a part that's snapped, or a mattress dip of 25mm or more. Normal wear, stains and the gradual softening of foam aren't faults. See what's covered.

How to claim
Have your order number and clear photos of the issue ready, then lodge your warranty claim. Our team will be in touch within 1 to 2 business days.

Missing or damaged part?
If a part is missing from the box or arrived damaged, here's how to get a replacement.

Not sure whether it's a fault? Get in touch with photos and we'll let you know the best next step.