Returns Policy (Last Updated: 23/10/24)

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1. Australian Consumer Law

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1. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in our Terms or Policies are intended to alter or limit your rights under Australian Consumer Law.

2. If you purchase goods from us that has a major failure, you can choose to get a refund, replacement or compensation.

3. If you purchase services from us and experience a major failure, you can choose to get a refund (taking into account any part of the services that have already been performed) or for the services to be completed at a reduced price. 

4. If you think that there is a fault with the products or services you purchased, please let us know straight away by emailing us at support@bedtimestore.com.au. Give as much detail as possible about the problem and attach any photos or videos that support your claim. 

2. 40-Day In Home Trial

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1. Subject to any exclusions below, our 40 Day In-Home Trial policy is applicable to all purchases made on or after 10 October 2024 and replaces our former Change of Mind Returns Policy.

2. If you decide you would like to exercise your rights under this voluntary policy, you must:

   1. notify us by email of your request for return within 40 days from the date of delivery;

   2. wait to receive a Returns Merchandise Authorisation Number from our customer service team; 

   3. prepare the item for return in its original packaging with the same instructions and materials supplied on delivery; 

   4. return the item at your own cost to our warehouse in Brisbane, Queensland within 14 days of being issued the Returns Merchandise Authorisation Number.

3. The following purchases and/or products are excluded from this Policy and ineligible for return:

   1. Purchases financed by Payright, Humm, Elevant or Latitude; 

   2. Products flagged as floor stock, ex-display, discontinued or clearance stock; 

   3. Products tested or trialed by you or another person on your behalf;

   4. Products approved by your appointed Assistive Technology Advisor and funded by your NDIS or Home Care Package plan;

   5. Products that cannot be returned in their original condition or packaging materials; 

   6. Products made to order, customised, altered or modified at your request.

4. If you cannot return the item in its original packaging materials, you will need to find a suitable alternative at your own cost. Similarly, if you are physically incapable of preparing the item to be returned, you will need to find someone who can at your own cost. We will do our best to help you. 

5. A refund will be processed once the item has been returned to us and assessed for any damage and/or diminished value. We will endeavour to assess the items within 7 calendar days of their return to our National Distribution Center.

6. The refund amount is limited to the final price paid for the product and we reserve the right to deduct any charges incurred by us in performing our obligations under the sales agreement and specified on your tax invoice. You may also be liable for any damage or diminished value of the items returned. 

3. 100 Night Comfort Guarantee

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1. Subject to any exclusions below, our 100 Night Comfort Guarantee policy is applicable to purchases made on or after 10 October 2024 and replaces our former "100 Night Mattress Trial" policy.

2. If you decide you would like to exercise your rights under this policy, you must:

   1. sleep on your first mattress/es for at least 60 nights from the date of delivery; 

   2. rotate your mattress/es (top to bottom) every 2 weeks from the date of delivery;

   3. notify us by email of your request for exchange between 60 and 100 nights from the date of delivery;

   4. wait to receive further instructions and a Returns Merchandise Authorisation Number (if applicable) from us.

3. The following purchases of mattresses are expressly excluded from this Policy:

   1. Mattresses flagged as floor stock, ex-display, discontinued or clearance stock; 

   2. Mattresses previously tested or trialed by you or another person on your behalf;

   3. Mattresses approved by your appointed Assistive Technology Advisor and funded by your NDIS or Home Care Package plan; or

   4. Mattresses that have been damaged, stained, ripped, torn, burnt, contaminated, infected or soiled in any way.

4. You may be required to supply photos of the mattress you would like to exchange as proof of its acceptable condition, so we strongly recommend using a mattress protector at all times. You may also be required to repackage, label and return the mattress to your nearest depot, so we recommend retaining the plastic wrapping and corner guards supplied on delivery. 

5. If you cannot return the mattress in its original packaging, you will need to find a suitable alternative at your own cost. Similarly, if you are physically incapable of preparing the mattress to be returned, you may need to find someone who can at your own cost. We will do our best to help you.

6. Unless otherwise agreed in writing, your right to request an exchange under this policy is limited to one mattress exchange per sales order and you may be liable to pay the home delivery fee on the second mattress prior to dispatch. 

7. ​Any mattress returned to us outside of the terms of this Policy will be deemed unauthorised and ineligible for exchange. We will not be responsible for any loss or damage you suffer as a result of the unauthorised mattress return.​​

8. We trust that all requests for exchange under this Policy are made in good faith. If, however, we have reason to believe that this Policy is being abused or that a request is not being made in good faith for whatever reason, we reserve the right to refuse such request and any decision we make is final.

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4. Refunds

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

• Your full name

• Your invoice number

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 1800 569 577 to speak with Customer Service. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

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Returns Address

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84 Parramatta Road

Underwood 4119 QLD.

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Further Information

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For our full set of Terms & Conditions of Sale please Click Here.

For our Shipping Policy of please Click Here.

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