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120 Night Trial
How does the Koala 120-night trial return policy work?
Every Koala product has a 120-night trial, starting the day it's delivered, even if you chose a later delivery date. Here's how returns, pickups and refunds work.
How do I return my Koala product? Start a 120-night return
How to return your Koala product within the 120-night trial: start your return online from our Returns page. Here's what you'll need.
If I return my items under the 120 night trial, do I need to pay for the return?
Metro returns are free for all products with pickup for bulky items. Regional customers send bulky items to a Koala fulfilment centre at their own cost. Pillows, linen and homewares get a reply-paid address anywhere in Australia.
Do I pay for my product upfront, or when the 120 Night Trial finishes?
You will be charged in full for your product and any applicable delivery fees at the time of purchase. However, if you decide to return the product within the 120-night trial period, you will receive a full refund for the cost of the product (excl. d
What condition do returns need to be in, and what happens to them?
Returns can show reasonable wear and tear from your trial, but shouldn't have significant damage. Returned products are cleaned and assessed, then resold at Koala Second Home, donated or recycled.
When will I get my refund?
Refund status and timing: your refund is issued once your return reaches our warehouse, and takes 3 to 5 business days to show on your original payment method.
I bought my Koala product from my friend. Can I return it for a refund?
Our 120 Night Trial is offered exclusively to the original purchaser and is not transferable. (This also applies to the Koala Warranty – see more info here.)
How do I prepare my item/s for collection?
Please follow the directions for the item/s you're returning. Mattress. For tips on folding your mattress, check out this guide. Sofas, Sofa Beds and Ottomans. Paddington, Brunswick and Joey (Upholstered) Bed Bases. Timber, Kirribilli and Balmain Bed
When will my return be picked up or collected?
Return pickup timing depends on whether you kept the plastic wrap your product arrived in. Here's how to book your collection date, and what happens if you need a wrap kit.
Where is my return? Return status and when you'll get your refund
Where is my return? Return status explained: each step of a 120-night return, from wrapping and collection to your refund, and how long each part takes.
Can I exchange for a different size, colour or model?
Want to swap or exchange for a different size, colour or model? Before dispatch we can change your order. After delivery, return it within 120 nights and order the one you want.