Refunds & Returns

Refunds & Return Policy

At Koboko, we follow the requirements of Australian Consumer Law (ACL), which sets out your rights when buying goods such as furniture.

Faulty or Defective Products

If your order arrives faulty, damaged, or not as described, you may be entitled to a repair, replacement, or refund under the ACL. These rights apply for up to 12 months from the purchase date. Please check your furniture carefully upon delivery and let us know straight away if there are any concerns.

Change of Mind

  • Before shipping: If you change your mind before your order has been dispatched, you can request a full refund. Please contact us as quickly as possible, as once items are booked with our delivery partners, cancellation may not be possible.
  • After delivery: At Koboko, we want you to feel confident and happy with your purchase. If you change your mind about your sofa, you may return it to us within 30 days from the date of delivery and recieve a refund. Any exceptions will be clearly noted on the individual product page. Please note that "change of mind" returns are different from your rights under the Australian Consumer Law, which apply if the product is faulty or not as described. Please carefully read our complete Refund Policy below. 

Koboko Refund Policy

After-delivery Returns

  • You are responsible for all return shipping and handling costs, including any taxes or duties. This applies even if your original order qualified for free or discounted delivery.
  • Products must be returned in as-new condition, safely packaged in their original packaging. This means the sofa must not have been used, damaged, altered, or assembled.
  • Returns must be lodged by contacting our Customer Care team at info@koboko.com.au, who will guide you through the process.

Products Not Eligible for Change of Mind Returns

The following items cannot be returned due to a change of mind:

  • Sofas marked as made to order
  • Clearance or sale items
  • Personalised or customised products
  • Items used for commercial or non-residential purposes
  • Products assembled, installed, or modified after delivery

Processing Your Return

Once your return is received and inspected, and provided the sofa is in as-new condition, a full refund will be issued to you for the product purchase price, less any original delivery charges and return shipping costs.

  • Refunds will be issued via bank transfer within 5 business days of receiving the returned product.
  • We may accept returns delivered in person to our warehouse if agreed upon prior by Koboko and the customer.

Your Rights Under Australian Consumer Law

Our change of mind policy does not limit or replace your rights under the Australian Consumer Law. If your sofa is faulty, damaged, or not as described, you may be entitled to a refund, replacement, or repair at no cost to you.

 

Measurement & Access

It is the customer’s responsibility to measure carefully before placing an order. Please confirm that your furniture will fit through all access points and into the intended room. 

Before placing your order, please take the time to measure all entryways, hallways, staircases, and the room where your furniture will be placed. Double-checking your measurements is the best way to ensure a smooth delivery.

We/delivery partners may not accept immediate returns if an item cannot be delivered or brought into your home due to access limitations. If delivery cannot be completed because of access issues, additional delivery charges may apply.

For everyone’s safety, please make sure pathways to your property are clear and safe for our delivery team. It is the customer’s responsibility to confirm that the furniture can pass through all access points and fit comfortably in the chosen space.

Please see our Measurement Guide for further information.