Returns and Refund Policy

Every return, swap and refund at Mattress Crafters starts at our Return Hub: mattresscrafters.com.au/pages/returns-hub. Enter your order number and email and it shows you every option with your own figures, in about three minutes. If you would rather talk to a person, email info@mattresscrafters.com.au with your order number.

Comfort returns on mattresses. Covered by our 120 Night Comfort Guarantee: minimum 30 nights, maximum 120 nights, refund of 100 percent of the mattress price, and a flat $250 pickup fee if we collect it. Free alternatives, including selling it yourself and self disposal with video proof, are explained on the 120 Night Comfort Guarantee page and in the Return Hub. Your original free delivery is never deducted from a refund.

Faulty, damaged or wrong items. Inspect your order when it arrives and contact us straight away if anything is defective, damaged in transit, or not what you ordered. We will make it right at no cost to you, by replacement, repair or refund. This applies to every product we sell, has no time window of ours attached, and never carries a fee.

Products without change of mind returns. For hygiene reasons pillows, protectors, quilts and bedding accessories cannot be returned unless faulty. Custom and caravan mattresses are made to your measurements and cannot be returned for change of mind. Clearance items are sold as marked. Gift cards are not refundable. None of this affects your rights when a product is faulty.

Refund timing. Refunds go to your original payment method: for collections once the mattress reaches us, for self disposal once your video is approved, and for faults as soon as the fault is confirmed. Allow a few business days for your bank to show it.

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.