Returns & Refunds Policy

No refunds for change of mind

Please choose carefully. We don't give refunds if you change your mind. This applies to all products, including mattresses, custom orders, clearance and floor stock, and adjustable beds. Mattresses can be swapped under our 60 Night Comfort Guarantee, but not refunded.

This doesn't affect your rights if a product is faulty. See section 1 below.

1. Your rights and faulty goods

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights.

Damaged, faulty or incorrect items

  • Check on delivery. Please inspect your order when it arrives and tell us about any transit damage or wrong items within 7 days, so we can fix it fast. Reporting later doesn't remove your consumer law rights; it just makes things quicker to sort out.
  • What we'll do. For a minor problem we'll repair or replace the item. For a major failure you can choose a refund or replacement.
  • Costs. If an item is faulty, we cover reasonable costs of collecting, inspecting and returning it. For large items like mattresses, beds and adjustable bases, we'll arrange pickup.
  • Inspection. We may need to inspect the item, in your home or at our store, to confirm the fault before a remedy is agreed.

Normal changes in a mattress, like comfort layers softening or body impressions within the manufacturer's stated tolerance, are not faults.

2. No change-of-mind refunds and the 60 Night Comfort Guarantee

We don't give refunds for change of mind. That's why we encourage you to lie down on the full range at 902 Pittwater Rd before you buy. For mattresses, our 60 Night Comfort Guarantee lets you swap if the feel isn't right.

60 Night Comfort Guarantee

If you've slept on your new mattress for at least 14 nights and aren't happy with the feel, you can exchange it for a different mattress of the same size, up to 60 nights from delivery. This is an exchange only, not a refund.

  1. Protector required. Buy a Sleep Doctor approved mattress protector on the same invoice as your mattress, and use it the whole time.
  2. Timing. Exchanges are available from night 14 to night 60 (inclusive) after delivery. Your body can take 2 to 4 weeks to adjust to a new mattress.
  3. Limit. Up to two exchanges per purchase, handled through our Dee Why store. Proof of purchase required.
  4. Same size. A king swaps for a king, a queen for a queen, and so on.
  5. Condition. The mattress must be clean and undamaged: no stains, mould, odours, pests or soiling.
  6. Proper base. The mattress must be used on a supportive base. Slats should be solid timber, no more than 9cm apart, with a centre support rail. We may ask to inspect the base.
  7. Price difference. If the new mattress costs more, you pay the difference. If it costs less, we'll give you store credit for the difference, usable in store.
  8. No exchange fee. Exchanges are free. A $50 delivery fee applies to deliver your new mattress.
  9. What's not covered. Custom-made mattresses (non-standard sizes, caravan, zip or Velcro mattresses), standard long singles, and floor stock or clearance mattresses.

The Comfort Guarantee is a bonus on top of your consumer law rights. It is not a fault remedy; faulty mattresses are handled under section 1 at no cost to you.

3. Custom orders, clearance, NDIS and warranty

Custom and made-to-order items

Items made or ordered specifically for you (custom sizes, fabrics, finishes, and special-order furniture) can't be returned for change of mind. Many of these items take up to 4 weeks to be built and delivered (see our Shipping policy). Waiting for delivery within the timeframe we give you is not grounds to cancel. If we can't deliver within a reasonable time of that timeframe, you can cancel for a full refund. What happens if you cancel after your order has gone to the manufacturer is covered in our Terms & Conditions. Custom items are still covered by consumer law if faulty.

Clearance and floor stock

Clearance and floor stock are sold at reduced prices and can't be returned for change of mind. Any marks or wear we point out before sale are not faults. Other faults are covered under section 1.

Adjustable beds, lift chairs and mobility products

  • These products are not available for change-of-mind return once delivered and set up, for hygiene reasons and because many are configured to the user.
  • NDIS-funded purchases. Any refund goes back to the original funding source: the NDIA, your plan manager or you, depending on how the item was paid for.
  • We're happy to arrange a showroom trial before purchase, and to work with your OT on the right model.

Manufacturer warranties

Many products carry a manufacturer's warranty, which sits on top of your consumer law rights. Keep your invoice and quote the invoice number when making a claim. We'll lodge the claim with the manufacturer for you and keep you updated.

4. How to start a return

  1. Contact us with your invoice number (or other proof of purchase, such as a receipt or bank statement), a short description and photos if the item is damaged or faulty.
  2. We'll reply within 2 business days with next steps, and book an inspection or pickup if needed.
  3. Once a refund is approved, we'll process it to your original payment method within 5 business days. Your bank may take a few more days to show it.

This policy applies to purchases delivered within Australia, in store and online.