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 the 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 premises, 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 email@example.com for in-store orders or firstname.lastname@example.org for online orders. Our dedicated team of customer service agents will get back to you within three business days.
Warranty against defects
Koala Living goods come with 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 do not result in a major failure.
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 frames 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 12 months (including recliner mechanisms, adjustable head/side rests and mechanical accessories supplied by Koala Living).
- (c) All lounge components other than the clause mentioned above as (a) and (b) are warranted against manufacturing defects (including upholstery, coverings, foam, finishing) for a guaranteed period of 2 years from the date of possession.
- (d) All other Koala Living products are warranted against manufacturing defects for 12 months.
Our Koala Living warranty covers the repair or replacement of any product protected under the manufacturing and structural Warranty; however, this does not include faults that result from normal wear and tear or a natural characteristic of the material used.
Subject to the Australian consumer law, this Warranty does not cover goods sold as ex-display, clearance, floor stock or 'As is' where this has been brought to the customers' attention before the purchase. It is the customer's responsibility to check all goods carefully as no refund or exchange will be provided for the mentioned category. This Warranty is not transferable to another product or person(s) and does not cover products used for commercial/rental purposes.
Koala living reserves the right to decline warranty claims made due to misuse or overlooking of the care instructions and/or are reported to us outside of our reporting period of 72 hours or the specified warranty period.
Koala Living has the right to replace, repair and 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. *If the fault is causing a hazard, please let us know, and we will 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 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 has 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 other non-residential use
3.10 Body impressions on foams, sofas, mattresses with indentation
3.11 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 for some products.
3.12 Damages as a result of claw marks, scratches or bodily fluids caused by pets
3.13 Damages caused by improper mounting of products (all mountable merchandise should be mounted using individual brackets. Avoid the use of chain, cable ties and wire)
3.14 Mirrors and products containing mirror components are only covered against discolouring, clouding, or spotting, not breakage.
3.15 Koala living will need to determine the cause as a part of the claim assessment if damages occur in your absence.
3.16 Pressure marks in velvet or other upholstery can occur due to the packaging. However, these quickly disappear after unpackaging your items and will benefit from a gentle steam and brushing with a velvet brush to help remove pressure marks.
Normal Wear and Tear Excluded from Koala Living Warranty
3.17 The normal and expected settling of soft filling such as polyester fibre and leather
3.18 Leather grain variation, colour variation, wrinkling, markings, and scars resulting from the natural features of the hide/leather
3.19 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.
3.20 Natural settlement of foam due to normal wear and tear. This includes the uneven settlement of the foam due to usage habits.
3.21 Scars, marks and differing pore density and colour are natural characteristics of leather and are not considered defects.
3.22 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.
3.23 Failure to maintain feather fill as advised resulting in compacted fill.
3.24 Built-up of lint/pilling is common in all-natural and synthetic fabrics with use. As part of the routine maintenance, the build can be shaved using a readily available battery-operated mini machine called Lint Shaver.
3.25 Wrinkles: We assure you wrinkles in upholstery is extremely common and 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 assessments 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.