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Got a question?

Check below for answers or get in touch with us.

Registered
Medical Devices

COVID-19 Response

What precautions are you taking to #StopTheSpread?


We have taken every possible step to ensure that our products are safe from contamination.
This includes rigorous cleaning routines in our manufacturing warehouse and common areas, increased access to hand sanitiser and personal protective equipment, social distancing between staff and customers and fourteen days self-isolation when presenting flu-like symptoms. We also perform daily temperature checks and facilitate the means to work from home. 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 delivery team. For more information, check out our blog here.




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 delivery 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 Northline who have also deployed the same protocol.




Is our showroom still open?


Our showroom in Underwood, Queensland is still open!
We have increased access to hand sanitiser and personal protective equipment for staff and customers alike. We also clean our showroom rigourously between visits. Where possible, our staff will also be working from home to help practice social distancing and protect our community.





Warranties

Do our products come with any warranties?


Yes, all our products come with extended warranties. To find out specific information, please click on the links below: Mattress (Memory Foam) Mattress (Pocket Springs) Adjustable Bed Bases (All Models) Lift Recliner Chairs (All Models)




I purchased my Superior product from a friend. Is it still covered by warranty?


Unfortunately, no. Our warranty is provided to the original purchaser only and is non-transferable.




How do I make a warranty claim?


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, which will delay the turnaround time.

We will endeavour to respond to any claims under Warranty within 2 to 3 business days.





Returns & Exchange

How does the 30 Night Comfort Guarantee work?


Our 30 Night Comfort Guarantee applies when you purchase a mattress protector and it appears on the same invoice as your mattress. You must use the mattress protector at all times and sleep on the mattress for twenty nights from the date of delivery. This is the minimum amount of time it can take for your body to adjust to a new mattress. If you're still unhappy, send an email to info@superiorlifestyle.com.au before your trial expires. Shipping costs are covered in South East Queensland only. If you are outside of this area, you must ship the mattress back to our nearest distribution centre at your own cost.




If I change my mind, can I get a refund?


Unfortunately, no. To minimise our impact on landfill and preserve public health and safety, we cannot accept any returns due to a change of mind. If you are ordering online, it's important that you take the time to confirm your order, as our obligations will be fulfilled on dispatch. Our Sleep Specialists are trained to help you make a fully informed decision. If you're concerned about anything, we encourage you to call and ask questions. Based on the information you share with us, our Sleep Specialists will be able to make a recommendation that is specific to your health needs and personal choices. Our knowledge and experience in the industry enables us to do this and complements the high quality we strive for in everything we do.




What is our returns policy?


30 Night Comfort Guarantee We offer a 30 night trial period to customers who purchase a mattress protector at the same time as their mattress. If, during the trial period, you decide you are unsatisfied you can return the mattress and get a full refund or exchange. Terms apply. Australian Consumer Law (ACL) The ACL gives consumers certain rights that cannot be excluded, restricted or modified. These rights exist in addition to any express warranties by us to you. Under the ACL, 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. Conversely, if an item we supply to you fails to meet a statutory guarantee, but that failure is not a “major failure” and can be remedied, we are entitled to offer a repair, replacement or full refund. If you think there is a fault with the products you have received, please let us know as quickly as possible by emailing info@superiorlifestyle.com.au. Exceptional Circumstances Outside of the Australian Consumer Law, we may offer you the option to return an item, and receive a full refund or exchange, if the following conditions have been met:

  • the items are from current stock and were sold at full price,
  • the items are returned to us at your own cost and shipped within 30 days of delivery,
  • the items are returned with proof of purchase, and
  • the items are returned in resellable condition and were not assembled, used, damaged or altered in any way.
Items we accept for return will incur a 10% restocking fee. If you return items to us outside of these conditions, it is your responsibility to coordinate their return back to you.




What happens to returned products?


Products that are returned are either salvaged for spare parts, recycled or donated to those in need through our charity partners. We are taking extra precautions to ensure that any donated items are sterilised and cleaned before transfer.




How do I return or exchange something?


If you are entitled to return or exchange an item in accordance with our terms, please email info@superiorlifestyle.com.au with the following information:

  • Your full name
  • Your invoice number
  • Your purchase and quantity
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.





Delivery & Assembly

When will I receive my delivery?


All items are prepared for dispatch within 24 hours of confirming your sales order. Your items will leave from our National Distribution Centre in Brisbane, Queensland and arrive at your local depot within 7 transit days (starting from the day after dispatch). In outer and regional areas, deliveries may be faciltated by an agent of our trusted couriers. Contact and delivery may therefore occur up to 15 transit days after dispatch in these areas. It is your responsibility to liaise with our nominated courier in relation to the date of delivery. Please note 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.




Is delivery free within Australia?


Delivery is free on all of our products to metropolitan areas! If you are unsure whether your suburb falls within a metropolitan area, give us a call on 1300 825 931 or send us an email at info@superiorlifestyle.com.au.




Do you deliver on weekends?


Unfortunately, no. Our trusted carriers do not operate on weekends. However, if you are unable to accept delivery during business hours, you can arrange to pick up the items from your local depot. Please give us a call if you require any assistance.




Can the delivery driver bring my items inside?


At the point of sale, you can request additional services including assembly and rubbish removal. Additional charges may apply. Otherwise, all our furniture items will be delivered to your front door by a courier. Please note for safety reasons, our couriers are not allowed to enter your home or carry the items up a flight of stairs. If you think you might struggle with the bigger or heavier boxes, we recommend inviting someone over to help.




Who is going to help me with assembly?


At the point of sale, you can request additional services including assembly and rubbish removal. Additional charges may apply. Otherwise, all our furniture items will be delivered to your front door by a courier. Please note for safety reasons, our couriers are not allowed to enter your home or carry the items up a flight of stairs. If you have not purchased assembly services at the point of sale, it is your responsibility to take the goods inside. If you think you'll struggle with the bigger or heavier boxes, we recommend inviting someone over to help.




Do I need to be home to take delivery?


Given the value of our goods, we do recommend that you are home to accept delivery. However, if you are happy for us to leave your items somewhere safe and secure, please let us know prior to dispatch.




How will I know when my delivery is coming?


We will send you an SMS when your order has left our National Distribution Centre.
We will also keep an eye on the delivery and inform you via SMS when it reaches your local depot.





Who we are

We are Australia's favourite provider of home care and pain management solutions. Our mission is to improve Australia's sleep deficit through our assistive technology. Continue reading...

Get in touch

1300 825 931
 
84 Parramatta Road 
Underwood Q 4119
Mon to Fri | Sat
9am to 4pm | 9am to 1pm
info@superiorlifestyle.com.au
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