Terms of service

 

Our aim is to ensure your furniture stays looking great into the future, and in the unlikely event a problem may arise; it will be dealt with appropriately and with a minimum of inconvenience to you. Koala Living provides the following warranties to the original purchaser; provided it was bought from a Koala Living store and proof of purchase is presented. Our objective is for you to have a pleasurable experience with us and to maintain customer satisfaction.

THE WARRANTY

Our goods come with a maximum of 1 Year warranty that cannot be excluded under the United Arab Emirates Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any manufacturing defects loss or damage.

All products sold by Koala Living come with a warranty against manufacturing defects for a maximum period of one year, or as specified for certain products. This warranty is limited to the country where the product was purchased. 

Products made from genuine materials, such as reclaimed wood, distressed leather, animal hides, recycled materials, and antiques, may have unique characteristics that do not qualify as manufacturing defects. 

Normal wear and tear occurring after the product's delivery is not considered a manufacturing defect. 

All products sold by Koala Living are intended for indoor use only. Any use of our products outdoors will void the warranty. To maintain the durability and functionality of your Koala products, we recommend using them as intended in indoor environments.

WHAT SHOULD I DO IF I REQUIRE ASSISTANCE?

For all your after-sales product, warranty, and delivery queries please contact our Customer Care Centre: 800 Koala(56252) or +971 4 393 2242

Our Care Centre operates from 10 am – 6 pm, Monday to Friday. You may also contact us via email at: cs@koalaliving.ae

Once you have raised a request for service we may ask you to send us photos or arrange for a Customer Care team member or contractor to visit your home. The team member or contractor will assess your furniture to verify that the product presents manufacturing defects. More than one inspection may be required. If your claim is valid, Koala Living will repair, replace or refund the defective product under the terms and conditions of United Arab Emirates Consumer Law. We remind our customers that softening of cushioning should be expected as a result of normal use and is not to be confused with the loss of resilience. These warranties are not transferable and service is available only to the original purchaser.

PRICING AND ORDERS

Koala Living reserves the right to refuse or cancel any order for the following reasons:  

(a) The requested item(s) is out of stock.  
(b) We are unable to obtain authorization for your payment.  
(c) Shipping restrictions apply to the product.  
(d) An error is identified in the product listing or pricing.  
(e) Any other reason at our sole discretion.  

If your order is declined or canceled, we will notify you accordingly. In such cases, we will not process your payment and will not be held liable to you or any third party for our decision to reject, cancel, or suspend any transaction after processing has begun.