The Return and Warranty Policy is applicable to Koala products, except those purchased at an Outlet. Consult the specific Terms and Conditions: click here.
KOALA MATTRESS
TRIAL PERIOD OF 100 NIGHTSIf during the period of 100 consecutive nights from the day of delivery of your Koala mattress you are not completely satisfied - whatever the reason - you can return it for a full refund. Please note that if you return the Koala mattress from the archipelago of Madeira or the Azores, within our trial period of 100 nights, it will not be possible for us to refund the possible shipping costs of the return.
Please note that you may be required to present your original purchase receipt or invoice in order to qualify for a Koala mattress return under the 100-night trial period.
This trial period of 100 nights is limited to only one mattress per address and person, and must be exercised by direct contact with Koala Rest no later than the 100th day after delivery of the Koala mattress to your residence.
The 100-night trial period only applies to Koala mattresses purchased through the website www.koalarest.com, from one of our showrooms or pop up stores. The Koala mattress may not be returned if the purchase was made directly from another individual or company not authorized by Koala Rest. This policy does not apply to people who work in competing companies or related to other companies in the rest sector, nor when this policy is applied with the purpose of intentionally harming Koala Rest.
10 YEAR WARRANTY
Because of the confidence we have in the quality of the Koala mattress materials, we offer a 10-year guarantee period to prove it.
This warranty is non-transferable and only covers: a) the original purchaser of the Koala mattress who made their purchase through the website www.koalarest.com and b) the purchaser who made the purchase through any sales channel authorized by Koala Rest (including one of our showrooms or pop up stores). The guarantee thus only applies during the period in which the Koala mattress is held by the original purchaser. It will be necessary to present the original invoice/receipt for guarantee activation.
Additionally, because Koala Rest cannot ensure the international transport of goods and associated expenses, your Koala mattress must be in Portuguese national territory in order to benefit from the guarantee.
This guarantee is limited to production defects of the Koala mattress you purchased and cannot be used by consumers who have benefited from offers in the form of payments in kind or for services provided to Koala Rest.
This guarantee covers the following defects, arising from circumstances in which the purchaser has made normal use of the Koala mattress only for its intended purpose and has not been subjected to conditions that could potentially cause deterioration or damage beyond use. regular:
- A visible dip greater than two centimeters in the surface foam.
- Any physical flaw in the foam that causes it to tear or give way under "normal use" conditions.
In the event that the activation of this guarantee is confirmed, proving its validity, we will repair or replace the Koala mattress or defective component. Koala Rest reserves the full capacity to decide on the action to be taken after analyzing the defect. If it is decided to replace the Koala mattress or one of its components, we will replace it with the model, version or color available at the time of exchange, which may differ in some elements from the original. If you wish to replace the faulty Koala mattress with a more expensive Product, you may be asked to pay the price difference between the original version of the Product and the price of the new Product.
In the event that it is not possible to make the repair or replacement, Koala may instead refund the amount paid. Any repair or replacement will not extend or renew the original warranty period.
WHAT DOES THIS WARRANTY NOT COVER?
The guarantee does not cover alterations to your Koala mattress that were caused by normal use and consequent wear and tear. It also does not cover alterations caused or resulting from circumstances or use that go beyond the normal use and maintenance of the mattress, namely resting or sleeping on the surface. For more questions related to the recommended maintenance of the Koala mattress, please contact us via email at dormebem@koalarest.com.
The Koala mattress was designed to work on a solid, firm surface that is structurally capable of supporting the weight of the mattress and its users. This warranty will not cover situations of use that are incompatible with the purpose for which it was designed.
Specifically, this warranty excludes: a) small imperfections or aesthetic defects; b) wear caused by normal use of the mattress; c) tears, stains, burns, accumulation of organic matter, discoloration that may occur over time of use; d) humidity or mold; e) personal preferences as to the level of firmness, texture or comfort; f) normal impressions on the surface not exceeding 2 centimeters; g) allergies or reaction sensitivities with any material; h) normal aromas of cotton, foam or others resulting from the materials that make up the mattress.
Additionally, this warranty does not cover conditions resulting from abuse or neglect. In this way, if the following circumstances are detected after inspection, they will make the use of the guarantee unfeasible: a) evidence of unsanitary use; b) burns; c) use of the mattress on an inappropriate basis; d) physical abuse of the Koala mattress e) attempting to clean the mattress in an inappropriate manner; f) improper mattress storage (including storage in open air locations, areas infested with insects or rodents, or any other storage area not covered or protected); g) Infiltration of liquids or moisture in the foams, such as contact of the foams with hair, body or wet towels, urine or any other type of liquid.
KOALA PILLOW
TRIAL PERIOD OF 30 NIGHTS
If during the 30 consecutive nights from the day you receive your Koala Pillow you are not completely satisfied - whatever the reason - you can return it for a full refund. Please note that if you return the Koala Cushion from the archipelago of Madeira or the Azores within our 30-night trial period, we will not be able to refund the return shipping costs.
Please note that you may be required to present your original purchase receipt or invoice in order to qualify for a Koala Cushion return under the 30-night trial period.
This trial period of 30 nights is limited to only one return with a maximum of two Koala Pillows per address and person, and must be exercised by direct contact with Koala Rest no later than the 30th day after delivery of the Koala Pillow to your residence or proven ownership.
The 30-night trial period only applies to Koala Pillows purchased through the website www.koalarest.com, from one of our showrooms or pop up stores. The Koala Pillow may not be returned if the purchase was made directly from another individual or company not authorized by Koala Rest. This policy does not apply to people who work in competing companies or related to other companies in the rest sector, nor when this policy is applied with the purpose of intentionally harming Koala Rest.
3 YEAR WARRANTY
Because of the confidence we have in the quality of the Koala Cushion's materials, we offer a 3-year guarantee period to prove it. This warranty is non-transferable and only covers a) the original purchaser of the Koala Pillow who made their purchase through the website www.koalarest.com and b) the purchaser who made the purchase through any sales channel authorized by Koala Rest ( including one of our showrooms or pop up stores). The guarantee therefore only applies during the period in which the Koala Cushion is held by the original purchaser. It will be necessary to present the original invoice/receipt for guarantee activation.
Additionally, because Koala Rest cannot ensure the international transport of goods and associated expenses, your Koala Pillow must be in Portuguese national territory in order to benefit from the guarantee.
This warranty is limited to production defects of the Koala Cushion you purchased and cannot be claimed by consumers who have benefited from offers in the form of payments in kind for services provided to Koala Rest.
Specifically, this warranty covers the following defects, arising as they have arisen from circumstances in which the purchaser has performed normal use of the Koala Cushion only for its intended purpose and has not been subjected to conditions that potentially cause deterioration or damage beyond from regular use:
- Any physical flaw in the foam that causes it to tear or give way under "normal use" conditions.
In the event that it is not possible to make the repair or replacement, Koala may instead refund the amount paid. Any repair or replacement will not extend or renew the original warranty period.
WHAT DOES THIS WARRANTY NOT COVER?
The warranty does not cover alterations to the Koala Cushion that were caused by normal use and consequent wear and tear. It also does not cover alterations caused or resulting from circumstances or use that go beyond the normal use and maintenance of the Koala Cushion, namely resting or sleeping on the surface. For further questions related to the recommended maintenance of the Koala Cushion, please contact us at dormebem@koalarest.com.
This guarantee will not cover situations of use that are incompatible with the purpose for which it was designed, namely: a) small imperfections or aesthetic defects; b) wear caused by normal use of the Cushion; c) tears, stains, burns, accumulation of organic matter, discoloration that may occur over time of use; d) humidity or mold; e) personal preferences as to the level of firmness, texture or comfort; f) allergies or reaction sensitivities with any material; g) Normal aromas of cotton, foam or others resulting from the materials that make up the Koala Pillow.
Additionally, this warranty does not cover conditions resulting from abuse or neglect. In this way, if the following circumstances are detected after inspection, they will make the use of the guarantee unfeasible: a) evidence of unsanitary use; b) burns; c) use of the Koala Cushion on an inappropriate basis; d) physical abuse of the Koala Cushion e) attempting to clean the Cushion in an inappropriate manner; f) improper storage of the Koala Cushion (including storage in open air locations, areas infested with insects or rodents, or any other storage area not covered or protected); g) Infiltration of liquids or moisture in the foams, such as contact of the foams with hair, body or wet towels, urine or any other type of liquid.
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KOALA DOWNSETS
TRIAL PERIOD OF 30 NIGHTS
If during the period of 30 consecutive nights from the day of delivery of your Koala Down Comforter and/or Koala Fiber Comforter you are not completely satisfied - whatever the reason - you can return them for a full refund. Please note that if you return the Koala Feather Comforter and/or Koala Fiber Comforter from the archipelago of Madeira or the Azores within our 30-night trial period, we will not be able to refund the return shipping costs.
Please note that you may be required to present your original purchase receipt or invoice in order to qualify for a Koala Down Comforter and/or Koala Fiber Comforter return under the 30-night trial period.
This trial period of 30 nights is limited to just 1 Koala Feather Comforter and 1 Koala Fiber Comforter per address and person, and must be carried out by direct contact with Koala Rest no later than the 30th day after delivery of the Comforter Feather Koala and/or Fiber Koala Duvet at your residence or proven possession thereof.
The 30-night trial period only applies to Koala Down Comforters and Koala Fiber Comforters purchased through www.koalarest.com, from one of our showrooms or pop up stores. The Koala Feather Comforter and Koala Fiber Comforter may not be returned if the purchase was made directly from another individual or company not authorized by Koala Rest. This policy does not apply to people who work in competing companies or related to other companies in the rest sector, nor when this policy is applied with the purpose of intentionally harming Koala Rest.
3 YEAR WARRANTY
Because of the confidence we have in the quality of the materials of the Koala Feather Comforter and the Koala Fiber Comforter, we offer a 3-year guarantee period to prove it. This warranty is not transferable and only covers a) the original purchaser of the Koala Down Comforter and Koala Fiber Comforter who made their purchase through the website www.koalarest.com and b) the purchaser who made the purchase through any channel of sales authorized by Koala Rest (including one of our showrooms or pop up stores). The guarantee therefore only applies during the period in which the Koala Down Comforter and Koala Fiber Comforter is held by the original purchaser. It will be necessary to present the original invoice/receipt for guarantee activation.
Additionally, because Koala Rest is unable to ensure the international transport of goods and associated expenses, your Koala Feather Duvet and your Koala Fiber Duvet must be in Portuguese national territory in order to benefit from the guarantee.
This guarantee is limited to production defects of the Koala Down Comforter and the Koala Fiber Comforter that you have purchased and cannot be invoked by consumers who have benefited from offers in the form of payments in kind for services provided to Koala Rest.
Specifically, this warranty covers the following defects, arising from circumstances where the buyer has carried out normal use of the Koala Down Comforter and Koala Fiber Comforter solely for its intended purpose and has not been subject to conditions that potentially causing deterioration or damage beyond regular use:
- Any physical flaw or tear in the outer fabric that results from a manufacturing defect under "normal use" conditions.
In the event that it is not possible to make the repair or replacement, Koala may instead refund the amount paid. Any repair or replacement will not extend or renew the original warranty period.
WHAT DOES THIS WARRANTY NOT COVER?
The warranty does not cover alterations to the Koala Feather Comforter or Koala Fiber Comforter that were caused by normal use and consequent wear and tear. It also does not cover alterations caused or resulting from circumstances or use that go beyond the normal use and maintenance of the Koala Down Comforter and the Koala Fiber Comforter. For more questions related to the recommended maintenance of the Koala Feather Comforter and the Koala Fiber Comforter, please contact us via email at dormebem@koalarest.com.
This guarantee will not cover situations of use that are incompatible with the purpose for which it was designed, namely: a) small imperfections or aesthetic defects; b) wear and tear caused by normal use of the Koala Feather Duvet and the Koala Fiber Duvet; c) tears, stains, burns, accumulation of organic matter, discoloration that may occur over time of use; d) humidity or mold; e) personal preferences for texture, comfort or temperature level; f) allergies or reaction sensitivities with any material; g) normal scents of cotton, feathers, down, fiber or others resulting from the materials that make up the Koala Feather Duvet and the Koala Fiber Duvet.
Additionally, this warranty does not cover conditions resulting from abuse or neglect. In this way, if the following circumstances are detected after inspection, they will make the use of the guarantee unfeasible: a) evidence of unsanitary use; b) burns; c) use of the Koala Down Comforter and the Koala Fiber Comforter in an inappropriate context; d) physical abuse of the Koala Down Comforter and Koala Fiber Comforter e) attempting to clean the Koala Down Comforter and Koala Fiber Comforter in an inappropriate manner; f) improper storage of the Koala Down Comforter and Koala Fiber Comforter (including storage in open air locations, areas infested with insects or rodents, or any other storage area not covered or protected); g) Infiltration of liquids or moisture in the feathers, down or fibers.
BED KOALA AND SOMMIER KOALA
TRIAL PERIOD OF 30 NIGHTS
If during the period of 30 consecutive nights from the day of delivery of your Koala Bed and/or Sommier Koala you are not completely satisfied - whatever the reason - you can return them and get a full refund. Please note that if you return the Koala Bed and/or Sommier Koala from the Madeira archipelago or the Azores within our 30-night trial period, we will not be able to refund the return shipping costs.
Please note that you may be required to present your original purchase receipt or invoice in order to benefit from a Koala Bed and/or Koala Sommier return under the 30-night trial period.
This trial period of 30 nights is limited to only 1 Koala Bed and 1 Sommier Koala per address and person, and must be exercised by direct contact with Koala Rest no later than the 30th day after delivery of the Koala Bed and/or Sommier Koala at your residence or proven possession of it.
The 30-night trial period only applies to Koala Beds and Koala Sommiers purchased through the website www.koalarest.com, from one of our showrooms or pop up stores. The Koala Bed and Sommier Koala may not be returned if the purchase was made directly from another individual or company not authorized by Koala Rest. This policy does not apply to people who work in competing companies or related to other companies in the rest sector, nor when this policy is applied with the purpose of intentionally harming Koala Rest.
5 YEAR WARRANTY
Because of the confidence we have in the quality of the materials in the Cama Koala and Sommier Koala, we offer a 5-year guarantee period to prove it. This guarantee is not transferable and only covers a) the original buyer of the Koala Bed and Koala Sommier who made their purchase through the website www.koalarest.com and b) the buyer who made the purchase through any sales channel authorized by the from Koala Rest (including one of our showrooms or pop up stores). The guarantee thus only applies during the period in which the Koala Bed and Sommier Koala are held by the original purchaser. It will be necessary to present the original invoice/receipt for guarantee activation.
Additionally, because Koala Rest cannot guarantee the international transport of goods and associated expenses, your Koala Bed or your Koala Sommier must be in Portuguese national territory in order for you to benefit from the guarantee.
This guarantee is limited to production defects of the Cama Koala and Sommier Koala that you have purchased and cannot be used by consumers who have benefited from offers in the form of payments in kind for services provided to Koala Rest.
Specifically, this guarantee covers the following defects, as a result of which they have arisen from circumstances in which the buyer has carried out normal use of the Koala Bed and Koala Sommier only for their intended purpose and has not been subjected to conditions that could potentially cause deterioration. or damage beyond regular use:
- Any physical failure in the structure that results from a manufacturing defect under conditions of "normal use".
In the event that it is not possible to make the repair or replacement, Koala may instead refund the amount paid. Any repair or replacement will not extend or renew the original warranty period.
WHAT DOES THIS WARRANTY NOT COVER?
The guarantee does not cover alterations to the Koala Bed and Sommier Koala that were caused by normal use and consequent wear and tear. It also does not cover alterations caused or resulting from circumstances or use that go beyond the normal use and maintenance of the Koala Bed and Sommier Koala, namely the support of the structure during sleep. For further questions related to the recommended maintenance of the Koala Bed and Sommier Koala, please contact us via email, dormebem@koalarest.com .
This guarantee will not cover situations of use that are incompatible with the purpose for which it was designed, namely: a) small imperfections or aesthetic defects; b) wear caused by normal use of the Koala Bed and Sommier Koala; c) cracks, stains, burns, accumulation of organic matter, discoloration that may occur over time of use; d) humidity or mold; e) personal preferences regarding the level of firmness, support or comfort; f) allergies or reaction sensitivities with any material; g) Normal aromas of wood or poly-leather fabric or others resulting from the materials that make up the Koala Bed and Koala Sommier.
Additionally, this warranty does not cover conditions resulting from abuse or neglect. In this way, if the following circumstances are detected after inspection, they will make the use of the guarantee unfeasible: a) evidence of unsanitary use; b) burns; c) incorrect assembly of the Koala Bed and Sommier Koala; d) physical abuse of Cama Koala and Sommier Koala; e) attempt to clean the Koala Bed and Sommier Koala in an inappropriate way; f) improper storage of the Koala Bed and Koala Sommier (including storage in open air locations, areas infested with insects or rodents or any other storage area not covered or protected); g) Infiltration of liquids or moisture into the wood.
KOALA BEdding SETS AND DUVETS COVERS
TRIAL PERIOD OF 30 NIGHTS
If within 30 consecutive nights from the day your Koala Bedding Set and Koala Duvet Cover are delivered to you, you are not completely satisfied - whatever the reason - you can return them for a full refund. Please note that if you return the Koala Bedding Set and Koala Duvet Cover from the archipelago of Madeira or the Azores within our 30-night trial period, we will not be able to refund the return shipping costs.
Please note that returns are only accepted if requested by the original purchaser and you may be required to present your original purchase receipt or invoice in order to benefit from the return of the Koala Bedding Set and Koala Duvet Cover to the under the 30-night trial period.
This trial period of 30 nights is limited to only 1 Koala Bedding Set and 1 Koala Duvet Cover per address and person, and must be carried out by direct contact with Koala Rest no later than the 30th day after delivery of the Set Koala Bedding and Koala Duvet Cover at your residence or proven possession thereof.
The 30-night trial period only applies to Koala Bedding Sets and Koala Duvet Covers purchased through www.koalarest.com, from one of our showrooms or pop up stores. The Koala Bedding Set and Koala Duvet Cover may not be returned if the purchase was made directly from another individual or company not authorized by Koala Rest. This policy does not apply to people who work in competing companies or related to other companies in the rest sector, nor when this policy is applied with the purpose of intentionally harming Koala Rest. Please note that for the return of your Koala Bedding Set and Koala Duvet Cover to be accepted, it must not have signs of misuse, stains and/or tears.
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YOUR RIGHTS UNDER COMMUNITY LAW
These warranty conditions do not replace nor are they incompatible with current Community legislation, namely Directive No. 1999/44/EC, of the European Parliament and of the Council, of May 25th and its consequent transpositions into national legislation. If you opt for a return under the right of withdrawal, within 14 days of receiving your product, Koala Rest will not assume the cost of the return and the item must be in perfect condition, as well as the original packaging. This directive may have exceptions, namely when there are customizations to the purchased goods or risks to the health or hygiene of certain goods after opening and/or use.
HOW TO ACTIVATE THE WARRANTY CLAIM
To request a return under Koala Rest's warranty, you must submit: 1) A brief description (documented with photo if possible) of the problem or situation that you believe to be an eligible defect; 2) Proof of purchase (such as your purchase order number, purchase receipt or invoice) and send to Koala Rest via email at dormebem@koalarest.com. Failure to comply with these ordering instructions may render activation of this warranty unfeasible. Koala Rest reserves the right to request photos, additional information or to inspect the Koala Product on site before accepting its return under the respective guarantee.
For all purposes to the fullest extent permitted by applicable law, Koala Rest, our authorized dealers, distributors or partners are not mandated or authorized to make any representation claims, warranties or special conditions, express or implied, other than those described in the warranty of Koala Rest.
In any event Koala Rest or its authorized dealers are liable for any compensation, including but not limited to any situation arising from 1) Breach of contract, 2) Breach of warranty, 3) Negligence or 4) any other cause that may occur as a result of benefiting from the products or services described on this website. In any case, Koala Rest will not be liable for compensation beyond the price paid for the product in question.
CONDUCT AFTER ACTIVATING THE WARRANTY CLAIM
Activating the warranty or trial period as a result of Koala Rest's opinion will trigger the recall process. To this end, the customer authorized Koala Rest to transfer their contact details to third parties at the time of purchase in order to facilitate contact between the customer and Koala Rest's partners.
The refund of your purchase will be carried out within 5 working days after confirmation by Koala Rest of the collection under the appropriate conditions and in accordance with the terms of return of the guarantee or the trial period or date of receipt of the article via CTT by Koala Rest .
LITIGATION
The provisions and any and all disputes arising from the guarantee of Koala Rest, its interpretation and execution, the parties undertake to voluntarily seek an agreement within the scope of an arbitral tribunal and, if an understanding is not found, they accept it as a conventional forum, with exclusion of any other, the Court of the District of Lisbon.