How does our 120 day trial work?
Buy it, get it, try it — not for you? — return it and we'll refund it (including the delivery fee). In metro areas we offer free pickup of returns. Easy peasy.
Click here to kick off your 120 day trial return request
Returns
What is Koala's return policy?
We offer a 120 day trial period for all products purchased on our website — full-price or on sale. If you’re not sold by 120 days, you can return your product, and even if you’ve used it you'll get a full refund on your purchase (including any delivery charges). Really, no catch!
We'll pay for the collection of your product, and ensure it's sustainably re-homed.
Is the 120 day trial risk free?
Yes, the 120-day trial is included for free when you buy any Koala product from our website, full price or on sale, and begins automatically once you receive your purchase. Simply buy it, get really comfortable with it and try it for up to 120 days.
If you find you're not a fan, contact us and we'll arrange for a collection free of charge and provide you with a full refund, there’s no catch!
In what condition to you accept returns?
We want you to get the most out of your trial period, so get comfy! While reasonable wear and tear is acceptable, returned goods should be without significant damage so that we can give them a second life!
All returned products are thoroughly cleaned and assessed before being re-homed to those in need through charity partners.
Do I need to keep the packaging for returns?
Nope, we wouldn't expect you to hold onto the packaging.
Our team will remove the product from your home without any need to hold onto the packaging.
How do I return something?
If you've decided the Koala product is not for you, no worries - we can still be friends, we get that sometimes it's just not the perfect fit!
Just reach out to our friendly team here and we'll arrange the free collection and process a full refund to you.
What do you do with returned product?
When a Koala product is returned it is cleaned and assessed. It is then rehomed to someone in need.
How long will it take to receive my refund?
Your refund will be issued once your return has arrived in our warehouse. It can take 3-5 business days for the refund to be reflected on your method of payment.
How do I submit a request to return my Sofa Bed?
Contact us through the chat function, or reach out to us at gday@koala.com, we make it super simple :)
How many times can I return a product?
We want to make sure you are 100% happy with your purchase, which is why we offer you the chance to test in the comfort of your own home.
120 day returns are limited to 1 per customer.
Warranties
If you are having an issue with your Sofa Bed and believe it might have a defect and you're the original buyer, click here to contact us so we can sort this out for you quick smart.
When you get in touch, photos can really help us understand your issue, so it's recommended that you're with your product. This helps us to speed up your claim.