120-Day Trial
Our "no regrets" policy. Learn how you can live with your new Koala furniture for 4 months to make sure it’s the perfect fit for your home and lifestyle.
Whats Koala's return policy?
Test out your new furniture for 120 days! If you don't love it, we'll pick it up for free and give you a full refund - even if it's used and the boxes are gone.
How does the 120-day trial work?
The 120-day trial is included for free with every Koala product purchased from our website - whether you bought it at full price or during a sale. Your trial begins automatically the moment your new furniture arrives at your door. We want you to live
How do I start a return?
To start a return, visit our returns portal with your order number and email. We’ll arrange a free collection and issue a full refund once the item is picked up!
What do you do with returned products?
All returned items are cleaned and assessed before being re-homed via charity partners or recycled. We're dedicated to ensuring our products have a sustainable journey, even after a return!
I bought my product second-hand from a friend, can I return it for a refund?
The 120-day trial and 5-year warranty only apply to the original purchaser and cannot be transferred. Second-hand items are not eligible for returns or warranty claims.
In what condition do you accept returns?
Normal wear and tear is fine, but please ensure returned items don't have significant damage. This helps us clean and re-home the furniture to those in need through our charity partners!
Are there any return shipping fees?
Returns are completely free! You won't pay a cent to send your items back during your 120-day trial.
How long does a refund take to process?
Refunds are issued 24–48 hours after your item is collected. Depending on your bank, it usually takes another 3–5 business days for the funds to show up in your account.
Can I exchange my item for a different colour or model?
We don't offer direct exchanges. To swap colors or models, simply return your current item for a refund and place a new order. For special cases, give us a shout at [email protected]!