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Warranty
How do I make a warranty claim?
Have your order number, a description, photos of the defect and a photo of the ID label ready, then submit through your Koala account or Customer Support. We'll respond within 1 to 2 business days.
What does the Koala Warranty cover, and for how long?
Mattresses are covered for 10 years, furniture 5 years, homewares and bedding 1 year, electrical components 1 year. Covers manufacturing and material defects, not normal wear, indentations under 25mm, or damage from misuse.
Is mattress sagging covered by the warranty?
Body impressions under 25mm are normal foam behaviour and not covered. Dips of 25mm or more when the bed is empty may be a defect. Here's how to measure and photograph it for a claim.
My product isn't working quite right, how can I get support?
We’re here to help! Start by checking out the Product Care Guidelines on the product page for tips on troubleshooting and maintenance. If you still need assistance, our friendly Customer Support Team is just a click away. Simply reach out to us using