• 27 Nov, 2023

Finally, you have reached the destination to claim the warranty with Koala Mattress.

3 Simple Steps for Koala Mattress Warranty Claim:

Step 1:

  • In order to claim the Koala warranty or make the return, a similar form should be filled out. Your name, phone, order, warranties, and returns, product type, and attachments are supposed to be submitted.

  • Being an account holder benefits you in many ways. The delivery date can easily be updated only when the order is not dispatched, and tracking information sent to you via email is used to track down your orders.

Step 2:

  • In the event that you are not happy with the Koala products after trying them for 120 nights, which is the trial period, you are still capable of returning them for a full refund with the original delivery charges.

  • The products must have reasonable wear and tear, and no significant damage are the qualifications for the product to be returned as Koala has the ability to provide them with a second chance.

  • Within three to five days, you will receive your refund to the payment method used as soon as the products reach the warehouse.

Step 3:

  • The customer support page provides answers to frequently asked questions (FAQs) on various topics including delivery, shipping, payments, promotions, referrals, business, commercial, and more.

  • Feel free to explore and gain comprehensive insights into any topic that piques your interest on the dedicated support page.

  • Claim Your
    Warranty Now

    Sign-Up & Raise a Ticket today with Warranty Valet® to get hassle-free claim assistance in one click!

Email Support


For further info, Kindly Get in touch with them via this email.

Phone Number

1800 575 337

Mon-Fri: 9am - 6pm, Sat: 10am - 12pm (AEDT)

Contact Address

U12, 37-41 O'Riordan Street,
Alexandria, NSW-2015,

What is covered under the Koala Mattress Warranty?

The Koala Warranty encompasses the replacement or repair of any product affected by a manufacturing or material defect not arising from regular wear and tear. This includes the natural characteristics of the material, provided the product is used in its intended manner and adheres to its recommended care and use guidelines. The warranty is exclusive to you, the original purchaser, and is non-transferable. It remains valid only while you are a resident in Australia. The Koala warranty commences on the date of product receipt.

  • 6-month for homewares and accessories

  • 1-year warranty for the bedding products

  • 2-year warranty for large furniture

  • 5-year warranty for furniture

  • 10-year warranty for the mattresses

What is NOT covered under the Koala Mattress Warranty?

The Koala warranty does not extend coverage to normal wear and tear, nor does it encompass natural characteristics of the product or materials, such as the shedding of certain natural fibers. Environmental factors beyond Koala's control, such as excessive moisture, heat, and cold, leading to damage or impaired function (e.g., mold), are also excluded. Additionally, minor changes, movement, or settling of foams or cushioning layers resulting in visible or unseen indentations of less than 25 mm fall outside warranty protection. Natural variations or characteristics in materials, including but not limited to colors, timber grain, features, minor gaps in plywood edges, batch dye variations, weaving processes, and odors, are not covered. Damage resulting from improper use, cleaning, maintenance, treatment, storage, or acts or omissions by the user is excluded. Alterations or modifications to the product, abnormal use, or use not for its intended purpose are not covered. Damage caused by third-party products, such as another retailer's bed bases or mattresses, is also excluded. Commercial use of the products is not covered, nor are products sold as seconds, returns, or similar, or where the defect was known to the customer at the time of purchase. Consequential or incidental damage is not covered under the Koala warranty. The warranty does not apply when products designed for indoor use are stored or utilized in an outdoor environment.

About Koala Mattress

Koala Mattress recognizes the traditional custodians of the land across Australia and their deep connections to land, sea, and community. They advocate for stress-free furniture, diverging from the complexity often associated with tools like the Allen key. In addition to 100% tool-free assembly, Koala provides swift and adaptable delivery, along with a risk-free 120-night trial featuring hassle-free returns. All wool utilized in Koala products holds certification from the Responsible Wool Standard, guaranteeing the highest standards in terms of animal welfare and land management.

Products of Koala Mattress

Beds and Mattresses Pillows Homewares Desks Tables Chairs Sofa Sofa Beds

Melissa Clifford

Warranty Claim Specialist

Are you tired of the constant stress and financial burden that comes with unexpected repairs? Look no further! Warranty Valet is always here to assist you in this difficulty and protect your valuable purchases. With our Hassle-Free claim process, you can get your product fixed with just a single click.

Contact Our Claim Experts

Feel free to get in touch with our Warranty Valet® claim experts. Our dedicated staff is more than happy to assist you.


Disclaimer: Warranty Valet exclusively functions as an agent for warranty claim processing and possesses no authority or ownership of Koala Mattress logos or trademarks. The rights to all brand logos and trademarks remain the sole prerogative of Koala Mattress.