If you discover a material* or manufacturing defect, we will ask you to provide photos of the product for internal purposes and we will replace or repair the item at our discretion, in accordance with our warranty claims process as it may be updated from time to time.
Warranty claims must be accompanied by an acceptable proof of purchase from an authorized Koala-Gear Supply retailer. Purchases made from a counterfeit or unauthorized seller will not be considered.
Koala-Gear products include a 1-year warranty (2-year warranty for JOEY), on products purchased from the time of the application of our new policy (09/27/2017), for defects that are a result of a manufacturing defect, faulty production or as a result of reasonable use and which interferes with the usability of the bag.
*Colors displayed on our website may vary from the actual fabric color due to screen resolution or individual interpretation.
For warranty claims, please fill in this warranty claims form.
Leather products: Leather is a natural material from wild animals and is therefore subject to change from hide to hide. Changes in the color or texture of the leather and signs of wear are normal. While we handle our product with the utmost care, small dents, dings, scratches, or blemishes may be found within the product and come from the experiences of the animal. Irregularities in the consistency of the color in each bag should not be considered a fault but inherent of the natural qualities of the material. We make every effort to ensure that the images on our site accurately represent our products.
We want to make sure you're happy with your shopping experience. Our Customer Service team can help resolve any problems you may have experienced with your purchase. Please contact us via email at firstname.lastname@example.org.