Refund policy

Every return and refund at Mattress Crafters starts at our Return Hub at mattresscrafters.com.au/pages/returns-hub. Enter your order number and email and it checks your trial dates and your postcode, then books your return or lodges a warranty claim. If you would rather talk to a person, email info@mattresscrafters.com.au with your order number.

Comfort returns on mattresses. Every mattress is covered by our 120 Night Comfort Guarantee. Sleep on it for at least 30 nights, and any time up to night 120 you can return it for a refund of 100 percent of the mattress price. Our courier collects every comfort return, 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 when you book. Outside that area we quote the pickup first, because a surcharge may apply. The mattress must be clean and free of stains, odours and damage beyond normal use, and a mattress that has been sold or disposed of cannot be refunded. 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.

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. Bed bases, bedheads, furniture and sofas are covered by their warranty rather than the comfort trial. Clearance items are sold as marked. Gift cards are not refundable.

Refund timing. Refunds go to your original payment method: for comfort returns once the mattress has been collected, 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.