Koala Living provides the following warranties to the original purchaser, provided it was bought from a Koala Living store or online and proof of purchase is presented.
Our objective is for you to have a pleasurable experience with us and to maintain customer satisfaction.
We encourage you to check the product upon collection in stores or our distribution centres, to make sure the product you purchased is up to your standard.
To help us process your claim as quickly as possible, for all faults related to homewares collected from store, please contact your nearest showroom within 72 hours of collection and our friendly staff will assist you in rectifying your concerns.
For furniture products that are delivered to your premise, collected from our distribution centre as well as all other warranty claims, please email us a photo/video of the product, short description and sales tax invoice number to firstname.lastname@example.org. Our dedicated team of customer service agents will get back to you within 1-2 business days.
Warranty against defects
Koala Living goods come with Consumer guarantees that cannot be excluded under the Australian Consumer Law. On top of other rights and remedies that you may have under law, Koala Living provide additional warranties. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not
amount to a major failure. Koala living assessors will determine whether the item will be repaired or damaged and may refer to a third part specialist to prove verification of fault claims where deemed necessary.
The Koala Living warranty commences from the date of collection or delivery of your purchased product(s).
The period of the Warranty will be limited to the inclusions covered below.
(a) The internal frame used in Koala Living lounges are warranted against manufacturing failure and defects for a guaranteed 10 years.
(b) All electronic and motion components for Koala Living Furniture are warranted against failure due to a manufacturing defect for a period of 12 months (these include recliner mechanisms, adjustable head/side rests and mechanical accessories supplied by Koala Living).
(c) All lounge components other than clause mentioned above as (a) and (b) are warranted against manufacturing defects (including upholstery, coverings, foam, finishings) for a guaranteed period of 2 years from date of possession.
(d) All other Koala Living products are warranted against manufacturing for 12months. Our Koala Living warranty covers the repair or replacement of any product that is protected under
the manufacturing and structural warranty however this does not include faults that are the result of normal wear and tear, or a natural characteristic of the material used. Koala living reserves the right to decline warranty claims that are made due to misuse or overlooking of the care instructions and/or are reported to us outside of our reporting period of 72 hours for cosmetic flaws of newly delivered items or the specified warranty period for all other claims.
Koala Living has the right to replace, repair or offer to provide a suitable remedy to all potential faults (Minor or Major) by adhering to the policies imposed or conditioned by the Australian Consumer Law.
For all faulty items, regardless of the category of the product, the nature of the fault (Major or Minor), or the decision made by koala living, the product must be kept with the customer, until a drop off or collection is arranged. Koala living is under no legal obligation to provide you with any service; should you decide to dispose of goods yourself without our authorisation. *If the fault is causing a hazard, please let us know and we would expedite collection/drop off.
3.1 Damages as a result of using goods that were not designed or intended to be applied on your purchased Koala Living product(s). This further includes damages to leather or fabric
coverings due to the application of chemicals, cleaners or conditioners not endorsed by Koala Living.
3.2 Damages incurred during handling and transportation of the product by the customer or their contractor.
3.3 Damages as a result of extreme use or exposure that goes beyond normal wear and tear. This includes any exposure to un-intended outdoor elements such as rain, heat, or direct sunlight (unless the item is intended for outdoor use as directed by Koala Living). Discolouration of leather or fabric coverings resulting from exposure to direct sunlight, extreme heat, or similar conditions.
3.4 Damages resulting from dye transfer from rugs, cushions, jeans, and other clothing. This also includes damage to leather or fabric coverings caused by the transference of perspiration,
body oils or the corrosive ingredients contained in personal care products such as hair gels and skin creams.
3.5 Damages caused by any modification, alterations, or improper and incorrect assembly and in general using a product for anything other than their original and described purposes. This also includes if a product is relocated from its original delivery location by transporters not approved by Koala Living and the relocation caused damage due to improper packaging and transporting.
3.6 Furniture repaired by contractors not endorsed by Koala Living.
3.7 Damages as a result of failure to follow the care instructions and manufacturer’s instructions/specifications as provided by Koala Living.
3.8 Accidental damages.
3.9 Products used in commercial, rental or any other non-residential use.
3.10 Goods sold as ex-display, clearance, floor stock or ‘As Is’ where this condition of sale has been brought to the customers attention before the purchase. It is the responsibility of the customer to check all goods carefully as no refund or exchange will be provided for the mentioned category. Koala Living encourages the customer to record the condition of the item(s) at point of sale with photographs if they have organised a delivery using a Koala Living contractor as any claims of damage of goods from transit must be reported within 24hrs of this service.
3.11 Body impressions on foams, sofas, mattresses with indentation, natural moulting of rugs, compression of natural fibres like feather or patina from natural leather products.
3.12 Indentations or markings which are considered a characteristic of the products such as obvious knots in wooden pieces, rough finishes in products sold as distressed design, buff marks on stainless steel, veins and swirls present in marble, visible grains on natural cowhides and leather products. *Majority of our product is handmade/unique, a variation of 20% to the live product in store is expected and common for some products.
3.13 Damages as a result of claw marks, scratches or bodily fluids caused by pets
3.14 Damages caused by improper mounting of products to walls including tall cabinets and shelving (all mountable merchandise should be mounted using individual brackets. Avoid the use of chain, cable ties and wire).
3.15 Koala Living is not liable for the care and maintenance of mirrors nor damage from accidental breakage. This includes where the mirror was not correctly secured or hung or exposed to excessive moisture and condensation.
3.16 Koala living will need to determine the cause as a part of the claim assessment if damages occur in your absence.
3.17 Pressure marks in velvet or other upholstery can occur due to the packaging. However, these quickly disappear after unwrapping your items and materials will benefit from a gentle steam and brushing with a velvet brush or moist micro-fibre cloth to help remove pressure marks.
3.18 Leather grain variation, colour variation, wrinkling, decorative markings, and scars resulting from the natural features of the hide/leather.
3.19 This Warranty is not transferable to another product or person(s).
Normal Wear and Tear Excluded from Koala Living Warranty:
3.20 The normal and expected settling of soft filling such as polyester fibre in seating and leather products.
3.21 Damage or degradation of leather or fabric coverings not properly maintained; that is, the regular removal of dust and dirt by appropriate means and the application of endorsed cleaning and leather nourishing products as instructed at time of sale.
3.22 Natural settlement of foam due to normal wear and tear. This includes the uneven settling of the foam due to usage habits.
3.23 Fabrics and leathers will fade and crease. Foam and fillings will soften and form to the shape of the user over time. Depending on the covering and the degree of use, the covering materials, cushion fillings and suspension may need to be replaced periodically at the purchaser's expense. Koala Living cannot guarantee the material will be made readily available to replace these parts if requested as items become discontinued or unavailable.
3.24 Failure to maintain feather fill as advised resulting in compacted fill.
3.25 Build-up of lint or pilling is common in most natural and synthetic fabrics with use. As part of the routine maintenance, the build can be shaved using a readily available hand held device called a Lint shaver or fabric depillar.
3.26 Wrinkles: We assure you wrinkles in upholstery are extremely common and often necessary for your comfort. In reality, these are called “comfort wrinkles” or puddling. This is not a defect. You should expect some wrinkling on a high-quality leather or fabric sofa, as we are stretching upholstery over a soft and spongy surface.
All warranty assessment must be processed through the koala Living customer service team.
* Variation Understanding: Koala Living sources many unique items that have natural characteristics and are often produced with raw or unrefined finishes. Koala Living's quality control team assess the product(s) on this basis, therefore if an item has only a minor variation from the displayed models in relation to colour, shade, texture or feel, then the item is reflective of the display models. Where an item is a unique piece of artwork we cannot guarantee many specific details within the piece will match the example shown but will attempt to replicate the item within a reasonable expectation.
PRODUCT CARE & CHARACTERISTICS:
We use top quality fabrics available to us, and each fabric has its own unique characteristics, which are explained below.
Velvet: Most of our velvet products are velveteen. This fabric has a short and dense pile with a very uniform distribution, resembling suede. Velveteen is usually 100% cotton and has more body and less drape than regular velvet. Because of the shorter pile, they are also more matte. The patterns in the piles may present with slightly different colours upon touching. Different sections of a velvet chair or sofa will use material that has been cut along a different angle path and will appear either a shade lighter or darker. This is normal practice for creating the iconic velvet products we love at Koala Living.
Cotton is a very short pile of velveteen and is less likely to be flattened. Limit Spot cleaning to a lightly moistened cloth or apply steam for cleaning and cover with a white cloth and steam only over the cover.
Polyester and cotton: In the process of upholstery, you might find occasional loose thread ends left on the product stitching, which can be removed by simply snipping the tail of the thread without pulling. However, do not cut looped weave as this may cause unravelling within the loose loom fabrics.
Pilling can occur due to natural wear and should not be considered as a fault. Many factors can trigger pilling, including climatic conditions, atmospheric purity and user environment. Pilling occurs when loose micro fibres begin to push out from the fabric's surface, which is a natural feature and does not affect the fabric's durability.
Please ensure that you use your furniture for the intended purpose. The location of your furniture can affect its longevity, so prolonged exposure of furniture to direct sunlight will damage it. Placing furniture too close to radiators, heaters, stoves or wood fires can increase the risk of damage or discolouration. As high humidity can cause mold growth on wooden furniture over time, we recommend ventilating your space to avoid this. Remember sharp objects such as shoe fastenings, accessories, zippers, and even your pets' claws can tear, scratch, or even break the furniture. Refrain from sitting on arms, back or the headrest of lounges. For cleaning or room remodelling, always lift your sofa, avoid dragging as it may weaken, break or scratch the legs. Do not sit or stand on tabletops, and do not pivot on the back legs of chairs or bar stools.
If your couch has removable seatings and backrest, please make sure you straighten them after every use; it is perfectly normal for removable seatings to push forward after usage. To extend the life of your couch, fluff the loose and back cushions, rotate them and avoid the accumulation of dust and food in the crevices.
Leather is a noble and resistant material that gets better with age. It becomes softer and more comfortable with time. Each hide has its own story that can be read by the natural signs impressed on the surface, such as scars, lines, stretch marks, veining and differences in grains and colours. Leather is a natural material that will last a long time if maintained correctly. Periodically dusting using a clean, non-abrasive cloth and regularly vacuuming your furniture will assist in maintaining the product. Leather should further be conditioned and protected using manufacturer approved care products following the instructions carefully.
To minimise fading, avoid exposure to direct sunlight or heat. Dye transfer between materials can occur and should be cleaned immediately. It is natural for leather to stretch with use and for seat foams to soften over time. Where possible, try rotating the back and seating cushions to avoid uneven wear and obvious indentation. Use of general household cleaning products, chemicals and abrasives are not recommended as they can break down the protective surface and cause damage to the leather. Please use leather friendly products for general or spot cleaning. For optimum results, use leather balm every few months or after deep cleaning. (Available at all supermarkets and hardware stores).
Vegan Leather: or PU is an artificial leather look material made of thermoplastic polymer; making it easy to clean, it is an ethical and sustainable alternative to genuine leather and has the ability to be made into a myriad of colours and styles.
While most of our timber pieces have lacquered surfaces and are fairly water-resistant, they cannot tolerate excessive amounts of liquid. Therefore, dry any spills immediately by wiping with a non-abrasive damp cloth and polish the surface; otherwise, liquid may seep through the lacquer and cause unsightly water markings. It is always recommended to use protective trivets or placemats on timber tops, as they cannot tolerate high temperatures from dishes straight from stove top or ovens. In addition, always use coasters when placing cups, bottles or glass on the surface of a timber product to avoid scuffing and wearing down lacquered and painted finishes.
Natural timber will show distinctive markings, uneven edges, splits, patches, patterns, and colour variations produced from genuine timber materials and are natural to its
characteristics. Direct exposure to sunlight and heat elements will cause timber products, particularly doors, tops and side panels, to warp.
At Koala Living, we offer a range of rustic, solid timber furniture pieces to suit your individual style. Due to the nature of the timber pieces we source, you will find that each piece has its own natural characteristics and patterns. As a result, no two pieces are ever the same, making your selection a unique purchase and beautiful addition to your home. When the design asks for a hand cut element you may find at times "ridging" occurring from the wood grain and this may appear as a waved effect when viewed at certain angles and is perfectly acceptable.
Marble is a natural material. Each piece is unique in markings, veins, patterns and colour variations. No two pieces will ever be the same. When selecting our marble we focus on pieces that showcase and enhance the look and feel of our design aesthetic and how this can be translated into your home. The long lines, markings and swirls that are visible on marble pieces are unique and classified as veins or mottling. Veining is a key feature in the appearance and beauty of each marble piece and will invariably differ from colour, thickness, shape to pattern. Be mindful that this is a desired characteristic of this material.
Always use protective heat coverings to protect against hot objects as the surface can be very delicate. Always use coasters when placing cups, bottles or glass on the surface. Any liquid spills should be wiped clean immediately using a clean cloth to avoid staining. Remove dirt and dust by wiping with a warm, damp cloth and avoid using cleaning products unless specified it is suitable. Never drag marble pieces as it can stress the frame or cause the piece to fracture or chip.
Stainless steel is an easy material to maintain. To achieve maximum corrosion resistance the surface of the stainless steel must be kept clean and dry. Do not use abrasive chemicals such as Ethanol (alcohol) or Silicone based cleaners. Dust the surface regularly with a microfibre cloth to avoid build-up of pollutants.
Avoid contact with sharp or hard objects, as this will cause scratching. Whilst stainless steel does ‘stain less’, it is not stain or rust resistant so it is recommended to avoid excessive exposure to chemicals. Light buff marks present on stainless steel furniture are natural to the finish of each piece. To remove rust stains only use specific stainless steel cleaning agents and follow instructions and never attempt this on painted stainless steel surfaces.
PAINTED STAINLESS STEEL:
Not to be cleaned with abrasive chemicals such as Ethanol (alcohol) or Silicone based cleaners. Recommended to be cleaned with water and microfibre cloth only. Even everyday household glass cleaners like Windex over time will wear away the surface of painted stainless steel, so we recommend using only water and a polishing cloth.
GLASS & MIRRORED FINISHES:
To maintain glass or mirrored furniture pieces, always use appropriate glass/mirror cleaner and a microfiber cloth to remove dust. Spray or apply only as required as excessive amounts may result in streaky residue being left behind on the item. Never apply sprays directly to surfaces but spray onto the cloth to avoid moisture seepage into joinery. It is always recommended to use protective heat coverings, as it cannot tolerate greater temperatures from heated dishes, if possible, eliminate altogether. Always use coasters when placing anything on the surface of a glass product. Refrain from placing sharp or hard objects on glass as this will cause scratching; however, to protect the surface, apply felt to the underside of the item. Use great care when lifting glass or heavy mirrored furniture pieces as they can be fragile. Glue and unwanted residue can be removed by applying some Eucalyptus oil with a soft cloth.
RESIN AND ACRYLIC FINISHES:
Resin and Acrylic pieces are both synthetic materials, so they can scratch and mark easily.
Avoid placing sharp objects on their surfaces.
Certain solvents can damage Resin and Acrylic, so it is best to keep your furniture away from harsh chemicals. Use lukewarm water with a clean, soft cloth to wipe the surface down to clean your furniture. Once the surface has been appropriately cleaned, dry the surface by blotting with a clean, soft cloth.
Avoid placing resin and acrylic pieces too close to a heat source. If you do find light scuff marks on your resin piece, you can try polishing with a natural eucalyptus based agent to buff away the scuff to restore the surface.