ClickCease
 
11%20G2_edited.jpg

Got a question?

You can find a list of our frequently asked questions on this page. Can't find the answer you're looking for? Give us a call or send us an email and we'll be in touch with you as soon as possible!

Heart%20%26%20Hands_edited.png

Returns Policy

What is your 100 Night Comfort Guarantee and how does it work?


We know it can be daunting buying a new mattress online, which is why we are pleased to offer our Comfort Guarantee with any bed bundle purchased at full price on or after 13 August 2021. Our Comfort Guarantee gives you that extra peace of mind, knowing you can return your mattress and get your money back. You don't have to do anything, except use our free mattress protector at all times. If, after sleeping on your mattress for a full 60 nights, you are not completely satisfied, simply email your request for return to info@superiorlifestyle.com.au and we will respond within 48 hours. For full terms and conditions, click here or call 1300 825 931.




Can I get a refund if I've changed my mind?


Yes, you can! We will accept a request for return due to a change of mind, provided you meet the following conditions:

  1. You notify us of your request for return by emailing info@superiorlifestyle.com.au within 30 calendar days from the date of purchase,
  2. You return the Goods to our premises at your own cost within 30 calendar days from the date of purchase (you may be asked to produce proof of postage), and
  3. You return the Goods in their original condition, with the same packaging, materials, instructions and paperwork issued on delivery.
Upon receiving the Goods back, we will confirm whether we accept their return. Goods that are damaged, altered, stained, ripped, torn, burnt, contaminated, infected or soiled in any way (including odours) will be excluded from our Returns Policy. Similarly, Goods that have been personalised, trialled in our showroom or during an in-home demonstration, custom made, discounted or sold in a promotion will be excluded from our Change of Mind Policy. Our full terms and conditions can be found here. Warning: We are committed to minimising our impact on landfill and for that reason, we encourage you to think carefully before placing an order with us. Our obligations are fulfilled on dispatch meaning you still may be liable for any diminished value, repackaging materials and collection fees. Our Sleep Specialists are trained to help you make a fully informed decision, so we encourage you to call and ask questions.




I'm struggling to meet my repayments... Can I get a return and cancel my repayment plan?


Unfortunately, we are unable to accept any returns outside of our returns policy. If you have purchased a bed bundle or lift recliner chair through a credit provider, you may call them to discuss your specific circumstances. In most cases, our credit providers will understand a change in circumstance and consider an alternative arrangement. We advise you to contact your credit provider as soon as possible in order to prevent any additional late fees. Payright: 1300 338 496 (Mon - Fri, 6am to 7pm and Sat 9am to 5pm AEST) Humm: 1800 088 151 (Mon - Fri, 7:30am to 7:30pm and Sat 7:30am to 5:30pm AEST)




What happens to our returned products?


Products that are returned are either salvaged for spare parts, repurposed or donated to a charity of our choice. We take our duty to maintain public health and safety very seriously and have implemented strict protocols to ensure that any donated items are sterilised before transfer. Our partners include local respite centres and the Australian Red Cross - Homlessness Hub.




Can I exchange my purchase for a different item?


Generally speaking, we do not offer an exchanges due to the nature of our products, their typical weight and size. However, we may offer an exchange within 30 calendar days of purchase in exceptional circumstances. If you are interested, please call us on 1300 825 931 or email info@superiorlifestyle.com.au. We will get back to you as soon as we can with further instructions on how to prepare your items for return. Alternatively, you can call 1300 825 931 to speak with Customer Service.




The product I've purchased does not work. Can I get a refund or replacement?


Our products come with guarantees that cannot be excluded under the Australian Consumer Law. These rights exist in addition to any rights you may have under the product warranties. Under the Australian Consumer Law, you are entitled to return a product and request a replacement or refund if the product fails to meet a statutory guarantee and that failure is a "major failure" or cannot be remedied. Where the failure is not a "major failure" and can be remedied, we are entitled to determine the appropriate remedy such a repair or replacement. If you think there is a fault with the products you have received, please let us know as soon as possible by calling 1300 825 931 or emailing info@superiorlifestyle.com.au.




The original purchaser has passed away and we have no use for the products purchased. Do you accept returns?


Unfortunately, no we don't accept returns in these circumstances. Our obligations are fulfilled on dispatch and/or delivery of the order. We also don't have a licence to deal in second hand goods. If the original purchaser has an ongoing repayment plan, you will need to contact the relevant credit provider on the details below to discuss the balance owing. If you are unsure which credit provider the original purchase has gone through, give us a call on 1300 825 931 or email info@superiorlifestyle.com.au. Payright: 1300 338 496 (Mon - Fri, 6am to 7pm and Sat 9am to 5pm AEST) Humm: 1800 088 151 (Mon - Fri, 7:30am to 7:30pm and Sat 7:30am to 5:30pm AEST)





COVID-19

What precautions are you taking to stop the spread?


We have taken every possible step to minimise the risk of COVID-19 exposure to our products and premises. This includes:

  • rigorous cleaning routines in our warehouse and common areas,

  • increased access to hand sanitiser and personal protective equipment,

  • social distancing between staff and customers,

  • 14 days isolation when presenting flu-like symptoms,

  • daily temperature checks for staff and customers, and

  • working from home where necessary.

We will continue to follow advice from the World Health Organisation and local health authorities. However, we remind our customers that they play a vital role in curbing the spread of COVID-19 by monitoring flu-like symptoms and giving prior notice to our logistics team.




Do you offer contactless delivery?


In order to protect both our staff and customers as much as possible, we no longer require a signature upon delivery.

Our internal logistics team will instead log the full name of the person accepting the freight

with the date and time of delivery. Our interstate deliveries are currently being performed by Mainfreight and their nominated agents, who follow the same protocol.




Is your showroom still open?


Our showrooms in Brisbane and Melbourne are open for business. We have increased access to hand sanitiser and personal protective equipment for staff and customers alike. We also clean our showroom rigourously between visits.

However, we may be closed where we are subject to a State issued public health order. We ask our customers to call prior to their arrival so we can ensure appropriate measures are in place to protect our community.

Brisbane: 1300 825 931 (Mon - Fri, 9am to 4pm)

Melbourne: 03 9421 1124 (Mon - Sun, 10am to 4pm)





Warranty Policy

Do our products come with any warranties?


Yes, all our products come with extended warranties. Unless otherwise stated on your tax invoice, the default warranty period is outlined below. A copy of the applicable warranties are included in your Welcome Pack issued on delivery. If you have misplaced your copy, please call us on 1300 825 931 or email info@superiorlifestyle.com.au.

Memory Foam Mattress: 10 Years

Adjustable Bed Base: 10 Years

Lift Recliner Chairs: 24 Months




My product does not work. How do I make a claim for warranty?


If you believe there may be a defect in the items you've received, please send an email to info@superiorlifestyle.com.au with proof of purchase and a brief description of the problem.

We may ask for further information including photos and videos, or request to physically inspect the item before accepting a claim under Warranty. Please ensure that any photos or videos replicate the examples provided, otherwise we may reject your claim or ask you to submit further evidence. This will delay the turnaround time.

We will endeavour to respond to any claims under Warranty within 3 to 5 business days.




I've purchased one of your products through a friend. Is it still covered by warranty?


Unfortunately, no. Our warranty extends to the original purchaser only and is non-transferable. If you would like to purchase additional cover, please give us a call on 1300 825 931 or email info@superiorlifestyle.com.au.





Delivery Policy

Is delivery free on all purchases?


We offer free delivery on bed bundles and lift recliner chairs to any metropolitan postcode. In you are in a rural or country area, we may charge an additional fee for delivery to your front door. Find out if your shipping address attracts free delivery by giving us a call on 1300 825 931 or emailing info@superiorlifestyle.com.au.




Who will assemble the products for me and take away the rubbish?


We offer free delivery to your front door in metropolitan postcodes. Please be advised, for health and safety reasons, our couriers are not allowed to enter your home. Additionally, if you live in an apartment block, our couriers will not carry items up a flight of stairs. Warning: If you require assembly or rubbish removal services, you must advise our Sleep Specialist at the point of sale. Additional charges may apply. If you do not request additional services prior to dispatch, we will try our best to acommodate your needs but cannot guarantee that additional services will be available. If you think you might struggle with the larger and heavier boxes, we recommend inviting someone over to help.




Can somebody call me before delivery so I can make sure I am home?


Yes, absolutely. You will receive SMS notifications confirming the milestones of your delivery. Once the consignment reaches your local depot, you will receive a phone call to book in the delivery date and time.




Can you deliver on a weekend?


Unfortunately, no. Our couriers do not operate on weekends. If you are unable to accept delivery during usual business hours, you may be able to pick up the items from your local depot. Please call the courier directly or give us a call for further assistance. Mainfreight: 07 3444 0100 Northline: 1300 722 534 Superior Lifestyle: 1300 825 931




Does someone need to be home to take delivery?


Preferrably. Given the value of our products, we do recommend that you are home to accept delivery. However, if you are happy for our couriers to leave the items somewhere safe and secure, simply let us know by calling 1300 825 931 or email info@superiorlifestyle.com.au.




When will I receive my delivery?


All orders are prepared for dispatch within 24 hours of confirmation. Your order will leave from our National Distribution Centre in Brisbane, Queensland and arrive at your local Mainfreight depot within 5 transit days.

Shortly thereafter, you will receive a phone call from a Mainfreight Representative to book in a delivery date and time.

For rural and country postcodes, deliveries may be faciltated by an agent. Contact and delivery may therefore occur up to 15 transit days after dispatch.

Warning: It is your responsibility to liaise with our nominated courier in relation to the date of delivery. These delivery timeframes are estimates only and may change without notice. We will not be responsible for the delivery times of your goods once dispatched. Delays in shipping do occasionally occur and we are not liable for any loss or damage caused by delivery days.