Terms And Conditions

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. 

 

Exchange And Refunds

 

  • Exchange requests are entertained within 14 days of purchase under the following terms & conditions.

  • Products should be in original (packed) condition along with the original invoice.

  • All purchases of furniture are final once items delivered and assembled in good condition. No exchanges or refunds Will be accepted.                                                                            

  • All purchases of furniture are final once self-collected from the warehouse or showrooms. No exchanges or refunds will be accepted.                                                                                 

  • All purchases are final for items sold during discounts and promotions. No exchanges or refunds will be accepted.                                                                                                           

  • All purchases are final for items tagged as a 'last piece' or 'As it is'. No exchanges or refunds will be accepted.                                                                                                            

  • Due to hygiene reasons, no exchanges or refunds will be accepted on mattresses.                                                                                                                                                                      

  • Products should be thoroughly checked at the time of purchase/ delivery for their condition Product claims will not be entertained later.

  • Order cancellation requests prior to delivery are settled through credit note/gift vouchers which are valid for 180 days, (During sales and offers this term can not be used)

 

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 +97143932242 

Our Care Centre operates from 10 am – 6 pm, Sunday to Thursday. If you call outside of these hours you may leave a message and a representative will return your call on the next business day. You may also contact us via email on: 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 Australian 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. 

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