Mattress Merchants contact details for returns and warranty claims can be found on your invoice or on the website: www.mattressmerchants.com.au.
Please choose carefully as we are not obliged to give refunds if you simply change your mind or make a wrong decision. In order to obtain a refund, exchange or to repair a product that you purchased you must have clear proof of purchase – typically a receipt.
Once proof of purchase has been established, if the product fault can safely and clearly be determined, Mattress Merchants will offer you a refund, repair or exchange as per the conditions on the relevant manufacturers guarantee.
Where the product fault is difficult to determine by a store representative, we will need to consult with the manufacturer or repair agent to determine the fault and resolution.
Mattress Merchants will be happy to liaise with the manufacturer or repair agent on your behalf to resolve the issue to reasonable satisfaction. Depending on the supplier location and availability of required parts we will work to resolve the issue as soon as possible. Please be aware that some of our goods are sourced offshore and replacement part or product may take in excess of 10 weeks to source a. Every effort will be made to minimise wait times.
Unfortunately, Mattress Merchants cannot offer a refund, repair or exchange where the product has sustained damage due to inappropriate use/handling (by other than our staff or designated agents), non compliance with the manufacturers care and maintenance recommendations or assembly instructions, whether that has been identified by a store representative, the product manufacturer or repair agent. If the product does not match its advertised description of purchase and or delivery, Mattress Merchants will provide you with either a refund or source, where possible, a new product or provide a similar product.
Change of Mind
Please choose carefully. The majority of Mattress Merchants products (including without limitation, manchester, sleep surface beds and furniture) cannot be resold for health or hygiene reasons once unwrapped or furniture orders have been placed to meet your specific order. Due to this reason we do not normally give refunds or offer exchanges or credits if you simply change your mind or make a wrong decision. Based on individual circumstances Mattress Merchants, at their discretion, may offer you an exchange of equal or greater value (difference in price payable by you) if you simply change your mind or make a wrong decision under the following conditions.
- You have clear proof of purchase, typically a receipt
- The item and packaging is in its original condition, including manuals and accessories.
- The item has not been used or soiled
- The item is not on the Product Exclusion List (please see below).
Product Exclusion List
The Products listed below are excluded from ‘change of mind’ returns unless they meet the conditions set out above AND the packaging is unopened and/or the tags are still attached:
- All bed linen and manchester
- Furniture if part or fully assembled or damaged
- Beds or mattresses that have been slept on
- All items which cannot be resold for health or hygiene reasons once unwrapped. On the occasion of a refund being granted, we will refund the original purchase price in the form of the previous method of payment indicated on the receipt, where possible, less any delivery charges and/or cancellation charges.
Cancellation of Order
A cancellation fee of 25% is applicable on the total price of the invoice. A cancellation fee may not be charged if the goods are delivered damaged or if Mattress Merchants is not entitled to charge a cancellation fee under any relevant legislation. It is your responsibility to inform the store of purchase if any change of address or contact details.
VISIT OUR WEBSITE FOR DETAILS OF OUR 60 NIGHT COMFORT GUARANTEE