KOALA SUPPORT
1-Year Base Warranty + Registration Extension to 2 Years Total
Register within 14 days of delivery
For KOALA NOTE, NOTE PLUS, NOTE PRO, Docking Station, and all KOALA data cables
For eligible models and orders purchased from 1 October 2026 under these terms: a 1-year base warranty extends to 2 years total when registration is received within 14 days of delivery and purchase and delivery evidence are verified. The total period starts from the verified original delivery date, not the registration date.
Register within 14 days of delivery
Delivery is day 0. Register by 23:59:59 Thailand time on day 14. For example, delivery on 1 October has a 15 October deadline. Late registration does not remove the 1-year base warranty.
Purchases before 1 October 2026 and orders sold with an unconditional 2-year warranty promise retain their original rights. Existing coverage is not reduced retrospectively. Contact support with evidence of the original purchase terms.
Receipt of a registration does not itself approve 2-year coverage. Evidence must be reviewed first. Replacements retain only the remaining original period. Marketing consent is optional and is not a warranty condition. Statutory rights are not restricted.
Products under the existing 1-year policy do not participate in the 2-year extension.
Register warrantyCovered Products
Products covered by this policy
This 1-year base warranty, extended to 2 years total with registration within 14 days of delivery applies to KOALA NOTE, NOTE PLUS, NOTE PRO, Docking Station, and all KOALA data cable products. Current products on the website are shown below.
KOALA NOTE PRO
1-year base warranty, extended to 2 years total with registration within 14 days of delivery, subject to terms
KOALA NOTE
1-year base warranty, extended to 2 years total with registration within 14 days of delivery, subject to terms
KOALA NOTE PLUS
1-year base warranty, extended to 2 years total with registration within 14 days of delivery, subject to terms
KOALA MXD Cable
1-year base warranty, extended to 2 years total with registration within 14 days of delivery, subject to terms
KOALA U PRO Cable
1-year base warranty, extended to 2 years total with registration within 14 days of delivery, subject to terms
KOALA Docking Station USB-C Hub 7-in-1
1-year base warranty, extended to 2 years total with registration within 14 days of delivery, subject to terms
Warranty at a glance
1 year + 1-year extension
1-year base warranty; register within 14 days of delivery for 2 years total, subject to terms
Manufacturing Defects
Covers confirmed defects in materials or workmanship under normal intended use.
Replacement-First Review
Where appropriate, an approved defect may be considered for replacement first under the current after-sales policy.
Eligible Channels
For products bought from an Official Store or authorized reseller with verifiable proof of purchase.
01
Warranty period and coverage
For eligible models and orders purchased from 1 October 2026 under these terms: a 1-year base warranty extends to 2 years total when registration is received within 14 days of delivery and purchase and delivery evidence are verified. The total period starts from the verified original delivery date, not the registration date.
Coverage is for confirmed manufacturing, material or workmanship defects under normal use, subject to the exclusions below.
Warranty eligibility applies to products bought from a KOALA Official Store or authorized reseller and requires verifiable proof of purchase.
- Confirmed battery material or manufacturing defects under normal use follow the same applicable warranty period as the product, including an approved extension to 2 years total for eligible models. There is no separate, shorter battery warranty period.
- Voice recorder hardware failure caused by a manufacturing defect
- Cable connector, charging, or data-path failure caused by a manufacturing defect
- MicroSD / TF card slot hardware failure caused by a manufacturing defect, for models with this function
- Docking Station connector, port, or internal circuit failure caused by a manufacturing defect
- Internal component failure caused by a defect in manufacture or workmanship
- Other manufacturing defects confirmed by the KOALA support team
A connection, sync, or app issue does not automatically mean the product is defective. The device, app, network, card, settings, and system conditions may need to be checked before the cause can be confirmed.
Batteries and normal wear
Applies only to products with rechargeable batteries. This does not imply that every cable or Docking Station contains a battery.
- Covered battery defects
- Confirmed battery material or manufacturing defects under normal use follow the same applicable warranty period as the product, including an approved extension to 2 years total for eligible models. There is no separate, shorter battery warranty period.
- Normal wear that is not covered
- Battery capacity and runtime may gradually decrease with age, charge and discharge cycles, and operating conditions. Normal deterioration that is not a material or manufacturing defect is not covered by free repair or replacement under this warranty.
- Assessment before a coverage decision
- Failure to charge, unusually rapid battery drain, or unexpected shutdown requires assessment and is not automatically treated as normal wear. Usage age or charging-cycle count alone will not determine a rejection. This policy does not set a fixed cycle-count or capacity-percentage threshold.
Damage confirmed to result from liquids, impact, unauthorized disassembly or modification, or use outside specifications is assessed under the existing exclusions. Battery issues are not excluded as a whole.
Swelling, abnormal heat, or leakage
Stop using and charging the product immediately and contact KOALA Support. Do not dismantle, puncture, or repeat operation to record a demonstration video. Wait for safe handling and shipping instructions before returning the product.
Contact KOALA SupportThis clarification does not reduce rights promised at purchase or restrict statutory consumer rights. A replacement product or battery retains only the remaining original warranty period; coverage does not restart.
02
Warranty resolution
If KOALA confirms that an issue is covered, the team will provide an appropriate solution under the after-sales policy in effect at that time. Where appropriate, replacement may be considered first for a confirmed manufacturing defect. This remains subject to inspection and is not a promise of instant or advance replacement.
Replacement warranty period
A replacement product remains covered for the remaining period of the original product warranty.
Return shipping cost
When the product must be returned for inspection, the customer is responsible for the cost of sending it back according to the team’s instructions.
Information that may be required
- Order number or valid proof of purchase from an Official Store or authorized reseller
- A description of the issue and the steps that produce it
- Photos or video showing the issue where useful
- Product information requested by customer service
- Product return for inspection where necessary
How to request warranty support
- 1
Prepare proof of purchase
Have an order number or valid proof from an Official Store or authorized reseller ready.
- 2
Describe the issue
Explain the symptoms and steps involved, and prepare photos or video if they help show the issue.
- 3
Contact KOALA Support
Send the information through the official website contact channel.
- 4
Follow inspection guidance
The team will provide testing or return instructions if needed. The customer is responsible for the cost of sending the product back.
- 5
Receive the applicable resolution
If coverage is confirmed, the team will proceed under the after-sales policy in effect at that time.
03
What is not covered
This warranty covers confirmed manufacturing defects. It does not cover accidental damage, misuse, or external causes.
- Battery capacity and runtime may gradually decrease with age, charge and discharge cycles, and operating conditions. Normal deterioration that is not a material or manufacturing defect is not covered by free repair or replacement under this warranty.
- Accidental damage, dropping, crushing, cutting, excessive pulling, or excessive bending
- Liquid, water, fire, or extreme external heat damage
- Improper use, incorrect connection, or use outside documented conditions
- Unauthorized disassembly, modification, or third-party repair
- Intentional damage, abuse, or use outside the product purpose
- Normal cosmetic wear that does not affect function
- Products outside the applicable warranty period
- Claims without purchase evidence required to verify eligibility
- Problems caused solely by unsupported third-party hardware, software, apps, AI services, memory cards, chargers, or configurations
04
Data, recordings & memory card responsibility
Some covered products record, sync, or transfer files, and certain models support memory cards. The hardware warranty is not insurance for customer data and does not guarantee the following.
- Recovery of lost or corrupted recordings, transcripts, summaries, or files
- Integrity of third-party MicroSD / TF cards
- Preservation of data after deletion or formatting
- Data damage caused by third-party devices, apps, software, or services
Protecting important files
- Back up recordings and important files regularly
- Allow sync or transfers to finish before disconnecting
- Verify copied files before deleting originals
- Back up important files before formatting a device or memory card
05
Compatibility clarification
Product behavior may depend on several conditions. A setup or compatibility problem caused solely by unsupported third-party devices or configurations is not automatically a manufacturing defect.
KOALA Docking Station USB-C Hub 7-in-1
The Docking Station is covered by the 1-year base warranty, extended to 2 years total with registration within 14 days of delivery, with hardware defects distinguished from compatibility limitations as follows.
Defects that may be covered
- Enclosure, connector, port, touch controller, or internal circuit failure caused by a manufacturing defect
- A documented hardware function failing because of defective materials or workmanship
Product-specific exclusions
- A host device lacking required DisplayPort Alt Mode, USB, PD, or other support for the relevant function
- Charging power, resolution, USB speed, or LAN performance limited by the laptop, adapter, cable, display, network, or peripherals
- Peripheral damage or data loss caused by drives, software, or unsafe disconnection
- Port damage caused by incorrect insertion, pulling, impact, or use outside documented conditions
06
Marketplace returns vs KOALA warranty
Marketplace return / refund
Shopee, Lazada, TikTok Shop, or another marketplace may have its own return or refund process. Timing and conditions follow the platform’s current rules.
KOALA 1-Year Base Warranty + Registration Extension
This is longer-term KOALA product support for confirmed manufacturing defects under the warranty terms, separate from the marketplace return process.
FAQ
Frequently asked questions
Short answers about eligibility, damage, compatibility, and what to prepare.
How long is the battery covered?
Confirmed battery material or manufacturing defects under normal use follow the same applicable warranty period as the product, including an approved extension to 2 years total for eligible models. There is no separate, shorter battery warranty period. This clarification does not reduce rights promised at purchase or restrict statutory consumer rights. A replacement product or battery retains only the remaining original warranty period; coverage does not restart.
Does shorter battery runtime mean the battery is defective?
Battery capacity and runtime may gradually decrease with age, charge and discharge cycles, and operating conditions. Normal deterioration that is not a material or manufacturing defect is not covered by free repair or replacement under this warranty. Failure to charge, unusually rapid battery drain, or unexpected shutdown requires assessment and is not automatically treated as normal wear. Usage age or charging-cycle count alone will not determine a rejection. This policy does not set a fixed cycle-count or capacity-percentage threshold.
What should I do if the battery swells, overheats, or leaks?
Stop using and charging the product immediately and contact KOALA Support. Do not dismantle, puncture, or repeat operation to record a demonstration video. Wait for safe handling and shipping instructions before returning the product.
Which products are covered by this warranty and registration policy?
This policy applies to KOALA NOTE, KOALA NOTE PLUS, NOTE PRO, KOALA Docking Station USB-C Hub 7-in-1, and all KOALA data cable products, including KOALA MXD Cable and KOALA U PRO Cable.
How long is the warranty and when must I register?
For eligible models and orders purchased from 1 October 2026 under these terms: a 1-year base warranty extends to 2 years total when registration is received within 14 days of delivery and purchase and delivery evidence are verified. The total period starts from the verified original delivery date, not the registration date. Delivery is day 0. Register by 23:59:59 Thailand time on day 14. For example, delivery on 1 October has a 15 October deadline. Late registration does not remove the 1-year base warranty.
Are existing purchases affected?
Purchases before 1 October 2026 and orders sold with an unconditional 2-year warranty promise retain their original rights. Existing coverage is not reduced retrospectively. Contact support with evidence of the original purchase terms.
Does registration automatically approve coverage?
Receipt of a registration does not itself approve 2-year coverage. Evidence must be reviewed first. Replacements retain only the remaining original period. Marketing consent is optional and is not a warranty condition. Statutory rights are not restricted.
What issues are covered?
Confirmed manufacturing, material, or workmanship defects that occur under normal intended use are covered, subject to the warranty conditions.
Is dropping or water damage covered?
No. Accidental or liquid damage is different from a manufacturing defect and is not covered.
If a connection, app, or memory card does not work, does that mean the product is defective?
Not necessarily. Device model, operating system, app, network, USB-C/OTG support, file system, card condition, and settings may need to be checked before identifying a hardware defect.
Does the warranty cover lost files or data?
No. The product warranty is not data insurance. Back up important files before transfers, disconnection, or formatting.
What do I need for a warranty request?
Normally, provide an order number or valid purchase proof, an issue description, and photos or video where useful. Further information or inspection may be requested.
How is a marketplace return different from the KOALA warranty?
Marketplace return or refund procedures belong to the platform. The base warranty and registration extension provide longer-term KOALA product support under its own conditions.
Do I need to return the product for inspection?
It may be required in some cases. Wait for instructions before sending it. The customer is responsible for the cost of sending the product back.
How long is a replacement product covered?
A replacement product remains covered for the remaining period of the original product warranty.
Which purchase channels are eligible?
Products bought from a KOALA Official Store or authorized reseller with verifiable purchase proof are eligible under the warranty terms.
Policy notice
This page describes the limited warranty for the listed KOALA products. Service remains subject to applicable eligibility and warranty conditions. This warranty does not limit consumer rights available under applicable law.