Mama Koala stands behind our products 100%. We always follow the highest quality standards for our products. We cover all manufacturing defects on our products for one full year from the date of purchase. Our warranty is only extended to the original purchaser with a receipt showing purchase from MamaKoala.com or from Mama Koala Amazon stores. It does not transfer to subsequent owners. If you purchased products from one of our retailers, the products are covered under the same conditions as regular in-stock items, but we ask that you first contact the retailer directly for replacement. If the retailer does not have the same print in stock, contact us for refund.
Items covered by warranty
- Sewn Seams
- TPU (waterproofing)
Cases a warranty may become voided:
The Mama Koala warranty DOES NOT cover leaking due to an improper fit, repelling, staining, diaper odor, normal wear & tear, natural fiber wear holes, snags, shrinkage, or diaper rash. If your baby has a diaper rash, seek medical advice. The warranty does not cover issues related to washing machine or dryer defects, improper product care, or improper usage.
A decrease in elasticity over time is inevitable. Factors such as hard water, constant stripping, use of fabric softeners, bleach, vinegar or scented detergents, extreme high temperatures, and smaller than recommended stashes (which can lead to overuse), can affect the life of the elastics. In cases such as these, they are not covered by our warranty.
In terms of the embroidered diapers, due to the particularity of the embroidery process, the embroidery on the diaper is not resistant to friction. Please avoid washing along with products with the hook-and-loop fastener. Broken thread in the embroidery part of the diaper is not in the scope of the warranty.
For products that do not fall under our warranty
For repairs of products outside our warranty program, there are many resources that can be found through online forums who will do repairs for a small fee. Please join our Facebook Group for further advice - https://www.facebook.com/groups/mamakoalavip
If your diapers are no longer covered under warranty and they can no longer be returned to Mama Koala, please consider the fact that Mama Koala diapers have a great resale value! There are many people looking for gently used diapers. You can try reselling them in our official Facebook Buy/Sell/Trade group - https://www.facebook.com/groups/mamakoala
To make a warranty claim
If the item falls under our warranty, please email us at email@example.com with the following information and we will get back to you as soon as we can with the next steps.
- What issue are you having with the product?
- When did you purchase the product and from where?
- Attach Amazon order number or the original receipt from MamaKoala.com.
- Attach photos of the issue.
To contact us about any warranty questions, please email us at firstname.lastname@example.org