Returns and Refund Policy | Mattress Crafters

At Mattress Crafters Online store, we strive to ensure that your shopping experience is hassle-free and enjoyable. If, for any reason, you are not completely satisfied with your purchase and would like to initiate a return or exchange, please follow our return policy guidelines below:

1. Contact our customer service representative: To initiate a return, please reach out to our customer service team via email at info@mattresscrafters.com.au. One of our dedicated team members will provide you with further instructions, assistance, and a quote* for return if necessary.

2. Return Eligibility: Returns are accepted for defective products, wrong items received, or damages that occurred during shipping. We are unable to accept returns for change of mind or personal preference.

3. Condition of the Item: The item you wish to return must be in the same condition as when you received it. It should be unworn or unused, with all tags intact, and in its original packaging. Please ensure that you have the receipt or proof of purchase available.

4. Requesting a return: To start the return process, please contact us at info@mattresscrafters.com.au. Once your return is accepted, we will provide you with a return shipping label and detailed instructions on how and where to send the package. Kindly note that we cannot accept items returned to us without prior authorization.

5. Contact us: For any queries or concerns regarding your return, please don't hesitate to contact us at info@mattresscrafters.com.au. Our team is here to assist you and address any questions you may have.

*Please note that opting for next-day delivery usually incurs a higher freight cost, which will also apply if you choose to return the item.

*There may be applicable platform and PayPal transaction fees.

Damages and issues

1. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

1. Mattress accessories: Due to hygiene reasons, items such as mattress protectors, pillows, and bedding accessories are non-returnable unless they are faulty or damaged upon arrival.

2. Clearance or sale items: Clearance or sale items are typically sold as-is and are non-returnable. Please review the product details carefully before making your purchase.

3. Gift cards: Gift cards are non-returnable and non-refundable.

4. Used or worn items: Any item that has been used, worn, or is not in its original condition may not be eligible for return.

Refunds

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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

For orders that are not within the return eligibility criteria, such as those due to reasons not covered by our return policy, customers may be required to cover the initial shipping and return freight costs.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@mattresscrafters.com.au.

We recommend reviewing the product descriptions and specifications thoroughly before making your purchase to ensure it meets your requirements.

If you have any questions or concerns about the return eligibility of a specific item, please contact our customer service team for further assistance at info@mattresscrafters.com.au.

 

Please note that our return policy is subject to change and may vary depending on specific circumstances. Mattress Crafters reserves the right to make the final determination on whether a return is accepted or not, taking into consideration the specific circumstances and adherence to our return policy.

We appreciate your understanding and cooperation. Thank you for choosing Mattress Crafters.