KOALA Warranty Service
Submit a warranty service request
Provide complete information so the team can review eligibility, assess the issue, and explain the next step through your selected contact channel. Do not return a product before the team confirms the details and return address.
Service request process
- 1
Prepare details
Collect purchase proof, product model, order number, and photos or video of the issue
- 2
Submit request
Complete the form and explain the issue and the steps that cause it
- 3
Team review
The team checks eligibility and may request more information or troubleshooting
- 4
Receive instructions
If a return is required, the team provides the correct process and return address
Warranty Claim Form
Warranty service form
Submitting this form does not approve a claim. Eligibility and the available resolution depend on purchase proof, product condition, inspection, and the applicable product terms.
Safety-related issues
If you notice unusual heat, battery swelling, a burning smell, smoke, or liquid damage, stop using and charging the product. Tell the team before arranging any shipment.
FAQ
Questions before submitting
What information should I prepare?
Prepare your contact name, phone or LINE, email, product model, purchase channel, order number, purchase or delivery date, issue details, and photo or video links if available.
Which purchase channels are eligible?
The product must be bought from a KOALA Official Store or authorized reseller with verifiable proof of purchase. Submitting a request does not confirm eligibility.
Should I return the product immediately?
No. Wait until the team reviews the initial information and provides the correct process and return address.
Who pays return shipping?
When return inspection is required, the customer pays the cost of sending the product back according to the team's instructions.
Does a replacement start a new warranty period?
No. A replacement remains covered for the remaining period of the original product warranty.