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!
What is your 100 Night Comfort Guarantee and how does it work?
Can I get a refund if I've changed my mind?
Yes, you can!
You notify us of your request for return by emailing email@example.com within 30 calendar days from the date of purchase,
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
You return the Goods in their original condition, with the same packaging, materials, instructions and paperwork issued on delivery.
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.
What happens to our returned products?
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 firstname.lastname@example.org.
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.
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.
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)
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 email@example.com.
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 firstname.lastname@example.org 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 email@example.com.
Is delivery free on all purchases?
We offer free delivery on bed bundles and lift recliner chairs to any metropolitan postcode.
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.
Can somebody call me before delivery so I can make sure I am home?
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.
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 firstname.lastname@example.org.
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.