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 don't build the cost of other people's returns into every price the way brands with so called free returns do, so the small number of customers who send a mattress back pay one flat, published fee and everyone else keeps the lower price. Around 1 in 100 of our customers return their mattress.
The guarantee. 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. Every return is collected by our courier, and inside our metro pickup area, which is the same area we deliver to for free, the only cost is a flat $250 return fee, paid upfront, whatever your mattress size. Your original free delivery stays free and is never deducted from your refund.
Why there's a fee. Your mattress arrived vacuum packed in a box. Once it expands it can't go back in, so it travels home full size with a courier and takes up about five times the space on the truck, and that trip usually costs us more than $250. We cap your share at $250 and cover the difference, because we don't think it's fair to add the cost of the few returns to the price that everyone else pays.
Regional and remote pickups. Outside our metro pickup area a courier has to travel a long way to collect a full size mattress, so a surcharge may apply on top of the $250. Email us at info@mattresscrafters.com.au with your order number and postcode and we'll quote the pickup before anything is booked or charged. You can check your postcode in the Return Hub.
Talk to us first. If the mattress is close but not quite right, a different firmness or an upgrade to another model can sometimes sort it out without a return. Tick "Call me first" in the Returns Portal, or email us, and our team will ring you before anything is charged.
The conditions.
- 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.
- Every comfort return is collected by our courier, so a mattress that has been sold, given away or taken to the tip can't be refunded.
- We post you a protective cover before collection, and the mattress travels inside it.
- Refunds go to your original payment method once the mattress is collected. 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 someone from our team 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.