120 Night Comfort Guarantee

At Mattress Crafters we sell from one Melbourne warehouse with no showroom, which is how a mattress with this build quality costs hundreds less than it would through a showroom. Part of keeping prices that low is the way we handle returns: we do not build the cost of other people's returns into every price, the way brands with so called free returns do. Instead, the small number of customers who return pay one flat, published fee, and everyone else keeps the lower price. Fewer than 1 in 100 of our customers ask for a refund.

The guarantee in one paragraph. Sleep on your mattress for at least 30 nights so your body can adjust, then any time up to night 120 you can return it for a refund of 100 percent of the mattress price. If you ask us to collect it, the only cost is a flat $250 pickup fee, paid upfront, whatever your mattress size and wherever you live in our delivery area. Your original free delivery stays free and is never deducted from your refund.

Why a fee exists at all. Your mattress arrived vacuum packed in a box. Once it expands it cannot go back in, so it travels home full size with a courier, and the true cost of that trip is usually well over $250. We cap your share at $250 and cover the difference.

Ways to skip even the fee. The Return Hub at mattresscrafters.com.au/pages/returns-hub walks you through every option with your own numbers filled in:

• Sell it yourself with our free resale kit and keep every dollar of the sale
• Swap up to a better mattress for $200 with free pickup of your current one, available in Melbourne Metro
• Dispose of it yourself, upload a short video as proof, and receive a full refund with no fee
• Crafterpedic range mattresses carry a free return with free pickup

The conditions, in plain words.

• Minimum 30 nights, maximum 120 nights from delivery.
• The mattress must be clean and free of stains, odours and damage beyond normal use. We recommend a protector from night one.
• One return per mattress, for the original purchaser, on the original order.
• We post you a protective cover before collection. The mattress travels inside it.
• Refunds go to your original payment method once the mattress is collected, or once your disposal video is approved. Banks typically take a few business days to show it.

What the guarantee covers. Mattresses. It does not cover custom and caravan mattresses made to your measurements, the QueenMate 4 in 1 sofabed, pillows, protectors and bedding, bed bases, bedheads and furniture, or sofas. Every excluded product remains fully covered by our warranties and by Australian Consumer Law, so a fault is always looked after at no cost to you.

Faults are different. A visible dip or sag, a broken spring, or stitching coming apart is a warranty matter, covered for 15 years, free, and nothing to do with this trial or the $250 fee. See our 15 Year Warranty page.

Start at mattresscrafters.com.au/pages/returns-hub, or email info@mattresscrafters.com.au and a real person will help.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods are not of acceptable quality and the failure does not amount to a major failure. Nothing in our comfort trial or our warranty limits these rights.