Warranty & Quality
We build our furniture to last, but we’ve got your back if something goes wrong. Find all the details on our long-term promises and how to make a claim.
What is covered under my warranty?
Our 5-year warranty covers manufacturing and material defects for the original purchaser. It begins the day you receive your order and ensures your pieces are protected for the long haul!
What is not covered by the Koala warranty?
The Koala warranty protects against manufacturing defects but does not cover normal wear, environmental damage like mold, pet damage, or natural variations in timber and fabric. For a full list of exclusions, see the details above!
How do I make a warranty claim?
To start a claim, visit our Contact Us page with your proof of purchase and photos of the defect. We'll review it promptly to repair or replace your item and get you back to lounging!
Are warranties different for items bought on sale?
Not at all! You get the exact same warranty coverage on sale items as you would at full price, so you can shop with total peace of mind.
What should I do if my order arrives damaged?
If your order arrives damaged, reach out via our Contact Us page with photos of the issue and your order number. We’ll review it right away to arrange a repair or replacement!
How do I know if I have a defect or just natural wear?
Normal wear includes things like minor fabric pilling, softening of cushions, or indentations under 25 mm. Manufacturing defects involve structural failures or significant sagging. If you're unsure, send us a photo and we'll check it out!
I’m missing a part - can you send a replacement?
Missing a piece? Reach out via our Contact Us page with your order number and the part name from your instructions. We’ll get the missing component shipped out to you as soon as possible!
I received the wrong item, color or size. What do I do?
Sent the wrong item, color or size? Email us your order number and photos of what arrived, including the box labels, and we'll put it right.