Refund policy
We're a family business and we want you to love your new bed. This policy explains what happens if something isn't right. Nothing in it limits your rights under the Australian Consumer Law.
Your rights under the Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to compensation for any other reasonably foreseeable loss or damage from a failure in the goods or service.
There's no fixed time limit on these rights. They last for as long as is reasonable for the product and its price.
Faulty or damaged items
- Please check your order when it's delivered and let us know about any damage as soon as you can, with photos if possible, so we can sort it out quickly. This doesn't limit your rights under the Australian Consumer Law.
- If a product develops a fault, call us on (02) 9879 4226 or email sales@bedsandmattresses.com.au. We'll arrange to inspect it and organise a repair, replacement or refund as the law requires.
- Proof of purchase, such as your receipt or order number, helps us help you faster.
Manufacturer warranties
Many of our mattresses carry a manufacturer's warranty. It is in addition to, and does not replace, your rights under the Australian Consumer Law. Sleepeezee, Conforto and Prestige mattresses have a 10-year warranty. Contact us first and we'll help you with the claim. Warranties cover manufacturing defects. They don't cover normal softening of comfort layers, body impressions within the manufacturer's stated tolerance, stains or soiling, or damage from an unsuitable base. Please keep the law label attached to your mattress, because manufacturers need it to assess a claim.
Change of mind
- For hygiene reasons, we don't offer change-of-mind returns on mattresses, pillows or bedding once they've been delivered or unwrapped. That's why we encourage you to try our range in our Gladesville showroom before you buy.
- Unused furniture in its original packaging can be returned within 14 days for change of mind. You cover the return delivery cost, and we refund the purchase price once we've received and checked the item.
- Made-to-order and custom items, such as upholstered beds and custom-size or custom-fabric bases, can't be returned for change of mind. If you cancel after we've placed the order with the maker, we'll refund what you've paid less the reasonable costs we've already incurred, and we'll tell you what those are.
New mattress, new feel
A new mattress can feel firmer or different for the first few weeks while your body adjusts and the comfort layers settle. Manufacturers generally suggest allowing around 30 nights. If you're still not comfortable after that, call us. We're always happy to talk it through.
How refunds are paid
Approved refunds go back to your original payment method, usually within 5 to 10 business days. Delivery and old mattress and base removal fees are refunded where the return is due to a fault or our error.
Contact
Paul Giles Beds & Mattresses, 1A/28 Buffalo Road, Gladesville NSW 2111 · (02) 9879 4226 · sales@bedsandmattresses.com.au