Return & Repair

Got a broken Koala cable that needs fixing? Claim your warranty or purchase a repair through this page.

Please read the instructions below before initiating the repair process. Follow the instructions outlined below, do not skip any steps.

1) Select the criteria for the cable you wish to repair and click 'Add to shopping bag'. Contact us if your cable type is not listed.

2) Go to your shopping bag. List the issue with your cable in the given notes section, provide as many details as possible. Include how the cable sounds, when the issue occur, what conditions affect the cable, etc.

3) Also Include your original order number/serial number of the cable, or any matching details identifying the cable was purchased from us.

4) Go to checkout and place your order like normal. Payment may be required for cables that are out of warranty. Please note that only one cable is permitted per order. Place a new order for each additional cable.

5) Reply to your order confirmation email with photo(s) of the cable you wish to repair. You must include at least one photo of the cable you are returning.

6) We will respond to your email with a return address and further instructions regarding the return process.

7) Return the cable to us as directed.** Ensure the returning contents are well padded and protected. We recommend insuring the shipment for higher value cables.*

8) Include your tracking number by replying to our previous email correspondence within 14 days. This is important as we need to keep track of your shipment or the repair process will take a lot longer.

9) Wait for your cable to be repaired. Expect 1-4 weeks for us to diagnose and repair the cable.^ It can take longer if your cable is more complex and requires additional testing or custom ordered parts from our suppliers or if we have a backlog of new cable orders. If we have not responded to you in 4 weeks from the date your cable was delivered, consider contacting us for a progress update. We will send you a shipping confirmation email with tracking number when your order is ready for despatch. We will cover the cost of domestic or international return shipping to you.

P.S. We recommend using the same email address you use to purchase your original cable with in order to streamline the verification process.
Please send your cable to us as soon as possible after placing your order, especially if the warranty is nearing expiration.
For second-hand purchased cables, you must provide either the original purchase date or a serial number that matches the cable details to be eligible for repairs, whether under warranty or not.*