Sleep on your mattress for at least 30 nights, and if it still isn't right by night 120 we'll refund every dollar you paid for the mattress. The only cost is a flat $250 return fee, which goes toward having our courier collect it from your home.
Outside a metro area? Check your postcode first, because regional pickups are quoted by our team.
We refund the full price of your mattress, but sending a mattress back costs a lot more than sending it to you. It arrived vacuum packed and rolled into a box one person could lift, and once it's out of that box it can never be squashed back in, so it has to travel home full size and takes up about five times the space on the truck. Most of the time the courier charges us more than $250 to bring it back, and we pay whatever is over.
Our prices are low because we sell factory direct, without a showroom or a middleman, and that only works if the cost of returns isn't added to the price of every mattress. Around 1 in 100 of our customers send their mattress back, and we don't think it's fair to put the cost of that one return onto the other 99 people who are happy with theirs.
That's why the fee is one flat $250, published up front, and the same for everyone in our pickup area.
Vacuum packed and rolled into one box, compact enough for us to deliver free across our metro areas.
Full size, in a protective cover we post you, taking about five times the space on the truck.
The flat $250 covers collection anywhere in our metro pickup area, which is the same area we deliver to for free. Further out, a courier has to travel a long way to collect a full size mattress and may charge a surcharge on top, so if you're outside the area, email us at info@mattresscrafters.com.au with your order number and postcode and our team will send you a custom quote based on where you are, before anything is booked or charged.
We're sorry for the frustration if you live out of town. Our family store has been in Griffith, in country New South Wales, since 1963, so we know what it's like when the city price doesn't apply to you. We just couldn't keep our prices this low if we added regional freight to the price of every mattress we sell, and we'd rather keep them low for everyone.
Everything happens in the Returns Portal, and it takes a few minutes with your order number and the email you ordered with.
The portal starts with the postcode we'd collect from. Inside our metro pickup area a return is the flat $250, and further out it asks you to email our team for a custom quote before anything is booked.
Pop in your order number and email, then tell us what's wrong: too firm, too soft, waking sore, sleeping hot, whatever it is. You can tick a box to have our team call you first if you'd like to talk about a different firmness or an upgrade before you pay anything.
We post you a protective cover, and once the mattress is inside it our courier collects it from your home.
Once it's collected we refund 100 percent of what you paid for the mattress to your original payment method, with nothing taken off for delivery.
A lot of the time the mattress is close, and a different firmness or an upgrade to another model sorts it out without a return. Tick "Call me first" in the portal, or email us with your order number, and someone from our team will ring you to talk it through. Nothing is charged until you've spoken to us.
Ask for a call in the portalEvery Mattress Crafters mattress has a 15 year warranty against manufacturing defects in materials and workmanship. A visible dip or sag, a broken spring you can feel, or stitching coming apart are warranty matters, and they're covered free for 15 years whether or not your 120 nights have passed. There's no $250 fee on a warranty claim. Comfort preference and normal body impressions are what the trial is for, not the warranty.
If you think your mattress has a fault, the portal walks you through a claim in a few minutes, photos included.
Make a warranty claimIf you're stuck at any point, or your situation doesn't fit the portal, write to us with your order number and someone from our team will sort it out with you.
info@mattresscrafters.com.au