Terms of service
Terms of service
Last updated: 1 October 2025
We are Koala AU Operations Pty Ltd (ABN 18 605 237 090), but you can call us Koala. In these Terms of Service, we also call ourselves “we”, “us” and “our” and we refer to you as… you guessed it, “you” or “your”.
The purchase of products on this website is only for delivery to addresses located in Australia, and is subject to these Terms of Service.
These Terms of Service apply to anyone in Australia who purchases products, or who makes an offer to purchase our products, on outlet.koala.com so please read them carefully. You indicate your acknowledgement of these Terms of Service before placing any orders on our website.
We reserve the right to amend these Terms of Service at any time by updating them on our website. Changes that we make to these Terms of Service will not affect any orders that we have accepted. The Terms of Service that apply to your purchase are those made available to you at the time of purchase.
About the products on our website
Your rights under Australian Consumer Law
About the products on our website
Availability and condition of products
On this website, we sell our seconds, samples and discontinued products.
The availability of products on our website may be limited, and stock may not always be available. We reserve the right to discontinue any product, and/or remove it from our website, at any time.
The condition of these products will vary and you will receive the product in the condition in which it is described on this website. These products may have minor defects, cosmetic flaws, or signs of wear. We will make every effort to describe any such imperfections clearly and accurately in the individual product listing.
By purchasing products on this website, you acknowledge that they are not sold as new and may not be in perfect condition.
Accuracy of product descriptions
Occasionally there may be typographical errors, inaccuracies or omissions that may relate to product descriptions or pricing. We reserve the right to correct any errors without notice.
We know that colour is important and we make every effort to display the colours and images of our products on our website accurately. However, we cannot guarantee that the display of any colour on your device screen will be accurate. You may be able to return a product if you feel that the product description on our website does not match the product you receive (see the Warranties sections below for further details).
Modifications
Prices, descriptions and specifications of our products are subject to change until your order is confirmed.
Ordering from us
How do you order from us?
You may have heard of ‘offer and acceptance’. That’s legal speak for creating a contract.
When you visit our website, you can have a squiz at our products and, if you like what you see, you can make us an offer to purchase a product for the price listed on our website (this is your order). We will review your order and, if we accept it, then we have a confirmed order. In legal terms, this means that when the order is confirmed we have a binding contract under which we agree to supply that product to you for a price and you agree to accept the product and pay us that price for the product.
There are three steps in the process: (1) you submit your order to us, (2) we confirm that we have received your order (but this is not acceptance of the order), and (3) we accept or reject your order.
Until we have accepted your offer, we are not legally bound to fulfil your order.
Your order
When you place an order, you make us an offer for each product in the order in accordance with these Terms of Service at the price displayed on our website. After we receive your offer, we may either accept it or reject it.
When you accept these Terms of Service on placing your order, we will assume that you are 18 years old or older, or you otherwise have parental permission to place the order.
You agree to provide us with current, complete and accurate personal and payment information for your order. If you create a login for using our website (we refer to this as “your account”), you are responsible for keeping the user id and password for your account secure. You are responsible for all orders placed through your account. If someone else uses these details to purchase a product from us, you will be responsible for payment for that product.
By placing your order, you agree that your order is not placed for the purpose of re-supplying or reproducing any product in the order, to commit fraud, using a third-party’s account or to harm our online systems.
Please review your order carefully before you place it. Once we confirm your order, you are unable to cancel it (unless we advise you that stock is unavailable - see the Acceptance or rejection of your order section below).
Confirmation of your order
We will send you an email confirming that we have received your order. This confirmation is not an acceptance of your order, it is simply an acknowledgment that we have received your order.
Acceptance or rejection of your order
Your order will be accepted when we send you an email with the delivery details relating to your order. This is our tax invoice for your purchase and represents our acceptance of your order.
We like selling products, so we don’t usually reject orders. However, to the extent permitted by law (including the Australian Consumer Law), we are free to accept (in whole or in part) or reject your offer for any reason (or no reason). Reasons for rejecting your offer may include, but are not limited to, a limitation on the quantity available for purchase, an error in the price or product description, problems identified by our credit department, or an error in your order. We reserve the right to limit or reject orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
Cancellation of your order
Even if we have accepted your order, we may cancel it if we are unable to fulfill your order due to events that are outside of our reasonable control.
Payments
The prices of products on our website are displayed in Australian dollars and include GST where applicable.
The costs associated with delivery of products in your order (including for any additional delivery and assembly services you apply to your order) will be indicated to you during the checkout process (see the Delivery section below for further details regarding delivery), and will be paid together with the product price prior to dispatch.
The available payment methods for products you wish to purchase will be displayed at the point of purchase during checkout and are subject to change without notice. Payment does not constitute acceptance of your order, and your order is only accepted when we send you an email confirming delivery. If we reject your order, or cancel your order after we have accepted it, any payment already made will be refunded to you (see the Refunds section below).
All payments must be received in full prior to dispatch. If your payment is not received or is declined by your bank or credit card issuer, your order will be rejected. We cannot and will not hold the product for you, and do not guarantee that the product will be available should you try to order it again.
Delivery
Delivery and costs
Orders placed by you and accepted by us will be delivered to the address you provide at the time of placing the order, as long as that delivery address is compliant with the delivery restrictions outlined on our website from time to time. It is your responsibility to ensure that the address provided to us is correct. The delivery cost will be indicated to you during the checkout process and will have to be paid together with the product price prior to dispatch.
In purchasing a product, you agree to accept delivery of the product at the address you have nominated. We will email or text you with approximate delivery dates and times once your order is ready for delivery, and may also send you a tracking number.
If you are not able to accept delivery on the date(s) and at the time(s) that we notify you of, you must advise us before a delivery is attempted. Any and all failed delivery attempts made by a courier will be charged to you at full price.
When you go through the checkout to pay for your products, you can choose whether delivery requires you to sign for the product(s) or whether the product(s) can be left at your chosen location without signature (we refer to this as “authority to leave”). If you choose not to sign on delivery and provide us “authority to leave”, then you take the risk of the product(s) being damaged or stolen once we have delivered them to your chosen location.
Delivery timeframes
We know that everyone hates waiting around for a delivery. We will use reasonable endeavours to meet the timeframes for delivery that we share with you, but they are estimates only.
Many factors (some of which are beyond our control) can affect these timeframes and we cannot guarantee that they will always be met. We reserve the right to amend our estimated timeframes without notice to you and we will not be liable to you for any delays.
Requirements for delivery
So that we can deliver the products in your order to the delivery address, we need you to make sure that on the date(s) and at the time(s) for delivery:
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someone is present at the delivery address for us to complete the delivery;
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there is clear, unobstructed and safe access to:
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the front door of the property; and
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the location or room at the delivery address that you have instructed us to deliver each product (where you may need to move existing furniture and other items prior to our arrival);
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there is safe and adequate parking available at the delivery address so that we can complete delivery; and
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any animals are restrained or placed in a different area - this is for the protection of both your animals and our delivery team.
If the delivery address is an apartment building or block of units, we are able to deliver to the door of the apartment or unit if:
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the building has a lift; or
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the door is up no more than three flights of stairs or 30 steps.
Where we consider the premises, or environment and circumstances, to be unsafe or unsuitable for our team to deliver the products in your order to the delivery address, we reserve the right to refuse to complete the delivery. If this happens, our Customer Service team will be in touch with you to make alternate arrangements. Additional fees may apply where delivery needs to be rescheduled due to no fault of Koala or our delivery team.
The following conditions will also apply to the delivery and assembly of your products by our delivery team:
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the room(s) selected for delivery and assembly of the product(s) must have a level surface on which we can assemble your products;
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our delivery team will provide the assembly services to you using due care and skill, and take all reasonable steps to avoid any damage to the products, your premises and personal property; and
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assembly of the products in your order will be carried out by us in strict accordance with our assembly instructions for each product and we are unable to make any alterations or customisations when providing the assembly service, but our assembly services do not include any wall mounting, attachments or installation (where this is required in the assembly instructions for a product, or where you otherwise require it for safety or aesthetic reasons, we recommend you engage a qualified tradesperson to assist).
Title and risk
We retain title to and ownership of each product in your order until payment is received in full for the product and it has been delivered to you.
Risk (including risk of loss or damage) in any product purchased passes to you upon delivery of the product to the address you provide us for delivery of your order. If you provide us with authority to leave at the delivery location, then risk passes when the products are delivered to that location.
Incorrectly supplied goods
If the product we deliver to you is not the product you ordered, or if we supply the wrong product, you must promptly contact our Customer Service team at support@koala.com. We will ask you to return any incorrect or excess products received and will arrange for those products to be collected from you. We may also ask you to provide evidence (such as photos) to support your claim.
Replacement parts
Please note that spare parts for Koala products are not typically available for sale.
If you do require a spare part, please reach out to our Customer Service team at support@koala.com who may be able to help find you a solution.
Refunds
If we cancel your order or if we do not accept your order (and you have already made payment for it), or if you are otherwise entitled to a refund under Australian Consumer Law, the amount you paid for the product(s) will be refunded to you via your original payment method. If you paid for your order through a third-party payment provider, additional charges may apply in accordance with their terms.
If we are unable to refund your payment via the original method of payment used during checkout, we will arrange payment to your designated financial institution account, provided that the financial institution account is in the same name as shown in photo identity documents (we may require that you confirm your identity with a third party ID verification provider or request acceptable identification that includes a photo of you, your full name and a future expiry date – for example, your Australian Driver’s Licence or Passport). If the financial institution account is in a name that is different to your name, we may ask you to provide us with a valid Statutory Declaration stating that the financial institution account provided for the refund is yours. This information will be securely recorded and handled in accordance with our Privacy Policy. It may be used for fraud protection activities and it may be disclosed to a law enforcement agency or regulatory authority, or otherwise by law.
Warranties and liability
Warranties
The condition of our seconds, samples and discontinued products that we sell on this website will vary and you will receive the product in the condition in which it is described on this website. Some products might have a few imperfections, but they have all been quality checked so that they are functional and safe to use.
In light of this, we offer specific warranties for the products you purchase on this website (we call these our “Koala Second Home Warranties”). Our Koala Second Home Warranties cover physical damage or manufacturing defects in materials and workmanship for products purchased on this website - although there are some exceptions, such as damage that was brought to your attention at the time you purchased the product.
You can find out more about our Koala Second Home Warranties on the Warranty page of Koala’s website. It is important to read the terms that apply to the Koala Second Home Warranty, as they do include (among other things) exceptions to cover under the warranty.
The benefits provided under our Koala Second Home Warranties are in addition to the rights and remedies available to you under the Australian Consumer Law. To find out more, see the Your rights under the Australian Consumer Law section below.
To the maximum extent permitted by law (including the Australian Consumer Law), we exclude all other representations, warranties, conditions or terms, whether express or implied by statute, custom or common law.
Our liability to you
We comply with all laws that apply to our business in Australia and our dealings with you (including, if you are in Australia, the Australian Consumer Law and the Privacy Act).
However, to the maximum extent permitted by law (and without limiting your rights under the Australian Consumer Law):
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we will not be liable under any theory of law (including negligence) for any economic, special or indirect loss, any loss of profit, revenue, savings or goodwill, or any loss of or damage to data, arising in connection with the use of our products or the purchase of or an offer to purchase our products;
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we will not be liable for any delay or non-performance of any of our obligations under these Terms of Service that is caused by circumstances beyond our reasonable control;
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our liability under any theory of law (including negligence) for any direct loss or damage arising in connection with the use of our products or the purchase of or an offer to purchase our products will be limited to the price paid or payable for the applicable products, provided that nothing in these Terms of Service excludes or limits our liability for death, personal injury, or damage to property due to our negligence; and
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our liability to you will be reduced in proportion to any loss or damage caused by your negligence or breach of these Terms of Service.
Indemnity
If you don’t comply with these Terms of Service, then we expect you to be responsible if someone sues us or we suffer a loss because of this.
In legal terms, this means that, to the maximum extent permitted by law (including the Australian Consumer Law), you will at all times indemnify, and keep indemnified, us and our directors, officers, employees and agents from and against any loss (including reasonable legal costs and expenses) or liability incurred or suffered by us arising from any claim, demand, suit, action or proceeding by any person against us where such loss or liability arose out of, in connection with or in respect of your breach of these Terms of Service. This indemnity shall not apply to the extent that any loss or liability is caused by our negligence or breach of these terms.
Your rights under Australian Consumer Law
If you are purchasing products or services from Koala in Australia, you have rights under the Australian Consumer Law when you deal with us and when you purchase our products or services. The rights you have under the Australian Consumer Law may depend on the purpose for which you purchase our products.
We comply with the Australian Consumer Law and nothing in these Terms of Service is intended to alter or limit your rights under Australian Consumer Law.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
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 the failure does not amount to a major failure.
How to exercise your rights
If you think that there is a fault with the products you ordered or we have failed to comply with the consumer guarantees or our voluntary warranties, please let us know straight away by contacting our Customer Service team at support@koala.com. Please include as many details as possible about your order and the problem with the products.
Miscellaneous
These Terms of Service are governed by and construed in accordance with the laws of New South Wales, Australia. You irrevocably submit to the exclusive jurisdiction of the courts of the State of New South Wales, Australia in relation to all matters relating to these Terms of Service.
These Terms of Service, and our Website Terms and Privacy Policy, constitute the entire agreement between you and Koala with respect to your purchase of products from Koala using our website.
If we do not exercise or enforce any right or provision under these Terms of Service, it will not constitute a waiver of such right or provision. Any waiver of any provision under these Terms of Service will only be effective if it is in writing from us.
If there is any ambiguity or uncertainty in these Terms of Service, it will be interpreted in a way that is fair to both you and us.
We make no representation or warranty that the content of our website complies with the laws of any country outside of Australia. If you make a purchase from outside of Australia, you do so at your own risk and are responsible for complying with the laws in the place where you access our website. To avoid any doubt, Koala will only deliver products to addresses in Australia.
We may, at any time and without your consent, assign or subcontract to a third party our rights and obligations under any contract we have with you, including for the purpose of fulfilling any order.
If any part of these Terms of Service is determined to be unlawful, void or unenforceable, such part shall be enforceable to the fullest extent permitted by law. Any unenforceable portion shall be deemed severed from these Terms of Service and such determination shall not affect the validity and enforceability of any other remaining parts.
Any questions? Please contact us!
Please send your questions about these Terms of Service to our Customer Service team at support@koala.com.