Terms & Conditions

1. About us and your rights

These terms apply to every purchase from Sleep Doctor Dee Why, whether in store, by phone or online at sleepdoctordeewhy.com.au.

  • Business: GC Williams Enterprises Pty Ltd trading as Sleep Doctor Dee Why, ABN 83 692 303 094, ACN 692 303 094
  • Store: 902 Pittwater Rd, Dee Why NSW 2099
  • Phone: (02) 9972 1260
  • Email: deewhy@sleepdoctor.com.au

Sleep Doctor Dee Why is independently owned and operated. These terms, our Returns & Refunds Policy and our Privacy Policy together make up our agreement with you.

Your consumer rights

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 these terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law or any other law that can't be excluded.

2. Orders, pricing and payment

Prices

  • All prices are in Australian dollars and include GST.
  • Delivery, installation and removal charges are shown separately at checkout or on your invoice.
  • Sale and clearance prices apply while stock lasts or until the stated end date.
  • If a product is clearly mispriced on our website, we'll contact you before processing the order. You can pay the correct price or cancel for a full refund.

Orders

  • An online order is confirmed when we email you an order confirmation. An in-store order is confirmed when you receive your invoice.
  • If an item becomes unavailable after you order, we'll offer you a comparable alternative, a delayed delivery date, or a full refund.
  • Product images are a guide. Colours, fabrics and timber grains can vary from what you see on screen, so we encourage you to see finishes in store.

Payment and deposits

  • Online: full payment at checkout by card, Apple Pay, Google Pay or Shop Pay.
  • In store: stock items are paid in full before delivery, unless you're on our payment plan. For special orders we take a 50% deposit when you order, with the balance due before delivery.
  • Goods remain our property until paid in full.

Payment plan

We offer our own interest-free payment plan: pay 50% up front and the balance over 12 months, with no interest. It's run directly by Sleep Doctor Dee Why, with no third-party lender, and is subject to approval. See our payment plan page for details. Full plan terms are provided when you sign up.

3. Changes, cancellations and custom orders

Many of our products aren't held in stock. Once we place your order with the manufacturer, it's made or reserved specifically for you, so changes and cancellations can carry real costs.

Changing an order

Contact the store as soon as possible. Before your order goes to the manufacturer, changes are free. After that, we'll tell you what the manufacturer can still change and any cost involved before you decide.

Cancelling an order

Orders are non-refundable once placed. If you need to cancel, contact the store as soon as possible. Where there's a genuine reason and supporting proof, we may offer a full or partial refund or store credit, at our discretion.

This doesn't affect your rights under the Australian Consumer Law. If we can't deliver within a reasonable time of the date we gave you, you can cancel for a full refund. Faulty goods are covered by our Returns & Refunds Policy.

Custom orders

Custom orders include non-standard sizes, special fabrics or finishes, caravan and zip mattresses, and furniture made to your specifications. Please check measurements carefully before ordering; we're happy to help you measure.

4. Delivery, installation, removal and pickup

We deliver within 20km of our Dee Why store. For addresses further out, contact us for a quote. Delivery fees are shown at checkout or on your invoice.

Before delivery day

  • We'll confirm a delivery window with you. Please allow 15 minutes either side for traffic; we'll call if we're running late.
  • Please clear walkways and the room where items are going, and remove old bedding if you haven't booked removal.
  • Tell us in advance about stairs, lifts, narrow doorways, balconies or limited parking. If you're not sure an item will fit, ask us before ordering and we'll help check.

On delivery day

  • Someone aged 18 or over needs to be home to receive the goods. Our team may ask for ID or a signature.
  • Standard delivery (mattresses, ensemble bases, bedheads): we place items in your chosen room and take away the packaging.
  • Installation (adjustable beds, bed frames, bunks, gas lift beds, mobility products): we assemble, test and show you how everything works, then take away the packaging.
  • If our team believes an item can't be delivered safely, such as over a balcony or up a tight stair, they may decline to deliver it. We'll work with you on options, which may include a different size or model.

Missed or failed deliveries

If nobody is home, access isn't ready, or a delivery is cancelled with less than [24 hours'] notice, a redelivery fee of [$X] applies, even if delivery was originally free.

Old mattress removal

We can take away your old mattress for $95 per mattress if booked in advance. For health and safety, our team may decline items that are wet, soiled, mouldy or infested.

Picking up from the store

  • Bring a suitable vehicle, tie-downs and blankets. Our team will help you load.
  • Once goods are loaded and secured by you, they're your responsibility in transit.
  • If you assemble a product yourself, follow the instructions supplied. Damage caused by incorrect assembly isn't a product fault, but call us any time for advice.

We're responsible for any damage our team causes to your goods or home through our own negligence.

5. NDIS purchases

We work with plan-managed and self-managed NDIS participants to supply eligible assistive products.

  • Quotes. We'll provide a written quote for your plan manager or support coordinator. Quotes are valid for 30 days.
  • Supporting evidence. Some items need an assessment or recommendation from your occupational therapist before funding is approved. We're happy to work with your OT.
  • Approval before ordering. We place NDIS-funded orders once funding is confirmed in writing, or once you agree to pay any amount not covered.
  • Pricing. NDIS-funded items are charged in line with the NDIS Pricing Arrangements and Price Limits current at the time of quote.
  • Payment. We invoice according to how your plan is managed. If funding is declined or falls short, we'll talk to you before going ahead.
  • Refunds. Any refund goes back to the original funding source.

Your consumer rights apply in full to NDIS-funded purchases.

6. Website use, liability, privacy and law

Using our website

  • Our website runs on Shopify. Card details are encrypted and handled by our payment providers; we never see or store your full card number.
  • You must not misuse the site, including by attempting to hack, scrape or overload it, or by submitting false orders.
  • Content on this site, including text, photos and logos, belongs to us or our suppliers. Please don't copy it without permission.
  • Links to other websites are for convenience. We're not responsible for their content.
  • We aim to keep product information accurate and up to date. If we find an error, we'll correct it and contact you if it affects your order.

Our liability

To the extent permitted by law, we're not liable for indirect or consequential loss arising from your use of our website. This doesn't limit our obligations under the consumer guarantees, or our liability for loss caused by our negligence.

Reviews and feedback

If you send us feedback or post a review, you agree we may use it to improve our service and, with your name withheld unless you agree, quote it in our marketing. Please keep reviews honest and lawful.

Privacy

We collect and use your personal information as set out in our Privacy Policy.

Changes to these terms

We may update these terms from time to time. The version on this page when you place your order applies to that order.

Governing law

These terms are governed by the laws of New South Wales, Australia.

Complaints

If something's not right, contact us first at deewhy@sleepdoctor.com.au or (02) 9972 1260 and we'll work to resolve it. If we can't, you can contact NSW Fair Trading.