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

Frequently Asked Questions

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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.

How does the 120-day trial work?

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, we'll collect it and send you a full refund. Really, there’s no catch! We offer free returns, and ensure products are sustainable re-homed.

To return your product reach out to our friendly customer support team through the chat function or via

In what condition do you accept returns?

We want you to get the most out of your trial period, so get 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 pay before the 120-day trial is over?

Yes, while you will be charged for your product when you purchase it, we offer a full refund (of your product and any original delivery charges) if returned within our 120-day trial period.

How do I return something?

For returns within the 120-day trial and products under warranty, contact us through the chat function or via email on to start your return.

What do you do with returned products?

When a Koala product is returned it is cleaned and assessed. It is then donated to someone in need through our charity partners, or recycled into carpet underlay.

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.

I bought my product from a friend, can I return it for a refund?

No, our 120-day trial and 5-year warranty are both provided to the original purchaser only, and aren't transferable.

How do I submit a request to return my product?

Contact us through the chat function, or reach out to us at, we make it super simple :)


If you reckon your product 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.

Learn more

Still have questions?

Our Aussie team based in LA are here to help Monday to Friday 9am - 5pm (PST)

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