How do I make a warranty claim?Updated a month ago

If something's not right with your Koala product, we want to know about it. Here's how a warranty claim works, and how to make it move quickly.

Before you start, have these ready

• Your order number or proof of purchase
• A description of the problem and when you first noticed it
• Clear photos of the defect
• A clear photo of the product's ID label (usually a tag sewn into the mattress or fabric, or a sticker on the underside of furniture)

Claims with all four of these attached are assessed much faster. Claims without photos almost always need a follow-up before we can start, so it's worth the extra minute upfront.

How to submit
The quickest route is through your Koala account. Log in at Manage my orders, open the order, and select the warranty option. You can also contact our Customer Support team directly, or call us on 1800 575 337.

What happens next
Our team will be in touch within 1 to 2 business days. If your claim is valid, we'll repair the defect or replace the product. Where the original product is discontinued, we may offer a similar alternative. For some claims we'll ask you to help get the product back to us for repair or replacement.

A repair or replacement doesn't restart your warranty. The replacement carries the remainder of your original warranty period.

Bought from Koala Second Home?
Second Home products have their own warranty terms. Email [email protected] with the same information above.

Not sure if your issue is covered? See What does the Koala Warranty cover?