Refund & Returns Policy

Best in Beds Pty Ltd
Last updated: 01/07/2025

We want every customer to enjoy their new bed, mattress or bedroom furniture. If something isn't quite right, this policy explains your options. It works alongside our Terms & Conditions and the specific program pages linked below.

Your statutory rights are protected. Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law (ACL) or any other law.

Need help now? Call 1300 399 676 or email dream@bestinbeds.com.au.

1. Your rights under the Australian Consumer Law

Our products come with automatic consumer guarantees that cannot be excluded under the Australian Consumer Law. In summary:

• Goods must be of acceptable quality — safe, durable, free from defects, acceptable in appearance and finish, and do all the things they are commonly used for.

• Goods must be fit for any purpose you told us about before purchase.

• Goods must match the description, sample or demonstration model shown to you.

• Services must be provided with due care and skill and within a reasonable time.

If a product has a problem, the remedy depends on whether the failure is major or minor:

We may need to assess the product (or have the manufacturer or their repair agent inspect it) before we offer a remedy. We will not unreasonably delay this.

For more on your rights, visit accc.gov.au or NSW Fair Trading.

2. Change-of-mind returns (30 days)

We hope you love your purchase, but if you change your mind, we offer the following return options.

We are not required to provide a refund if you have simply changed your mind, but we will, where the conditions below are met, accept change-of-mind returns within 30 days of purchase.

2.1 What qualifies

To be eligible for a change-of-mind return:

• The item must be returned within 30 days of the purchase date (the item must be lodged for return and in the post or with our team within that window);

• The item must be unused, unworn and in original condition, with all tags attached;

• The item must be in its original, sealed packaging;

• You must have proof of purchase (tax invoice or order number);

• The item must not be marked "Clearance", "Final Sale" or "Non-Returnable" at the time of purchase (unless faulty).

2.2 What does NOT qualify for change-of-mind returns

For hygiene, safety or practical reasons, the following are excluded from change-of-mind returns (your ACL rights for faulty goods still apply):

• Mattresses that have been opened, unwrapped or slept on — except where covered by the 100 Night Comfort Guarantee or 150 Night Trial Period (see sections 4 and 5);

• Pillows, sheets, quilts, doonas, mattress protectors, toppers and other linen/manchester items that have been opened or unsealed;

• Made-to-order, special-order or custom products (e.g. custom-fabric upholstery, custom-size mattresses, customer-selected configurations);

• Floor-stock, clearance, ex-display or "as is" items;

• Self-assembly furniture that has been part- or fully-assembled;

• Items already used in our assembly service;

• Gift cards.

2.3 How to start a change-of-mind return

Email dream@bestinbeds.com.au with:

1. Your invoice or order number;

2. Your name and phone number;

3. The item(s) you'd like to return and the reason;

4. Whether you'd like a refund or exchange.

We'll reply within 2 business days to confirm the return and explain the next steps.

2.4 Costs

For change-of-mind returns:

• Return shipping is at your cost, unless we agree otherwise in writing.

• Original delivery fees are non-refundable.

• A restocking fee of up to 20% may apply where the supplier or manufacturer charges us a restocking fee, or where freight has already been incurred. We will tell you any restocking fee before you confirm the return.

These costs do not apply where you are returning the goods because of a problem covered by the ACL (see section 6).

3. Order cancellations & deposits

3.1 Cancellation before dispatch

If you cancel an order after we have accepted it but before the goods are dispatched or delivered, and the cancellation is for change-of-mind reasons:

• A minimum service charge of 20% of the purchase price applies.

• This reflects a genuine pre-estimate of our costs: payment processing, supplier restocking, administration, freight already booked, and storage.

• Any deposit or payment received is set off against this charge and the balance (if any) refunded to your original payment method within 10 business days.

3.2 Made-to-order, special-order & custom products

Where a product is made to your specifications, special-ordered, or custom configured for you, the order cannot be cancelled, returned or refunded for change of mind once production or supplier order has commenced. Your rights under the Australian Consumer Law if the product fails to meet a consumer guarantee are not affected.

3.3 Cancellation by Best in Beds

If we cancel an order — for example, because a product is no longer available or there has been a pricing error — you receive a full refund and no cancellation fee applies.

3.4 Manufacturing & delivery delays

Estimated dispatch, delivery and manufacturing dates are estimates only. Production schedules can fluctuate and unexpected delays can occur. We will keep you informed and work with you on a new estimate. A reasonable delay is not, by itself, grounds for cancellation. Where a delay becomes unreasonable, please contact us so we can resolve it with you — including, where appropriate, agreeing on a refund or alternative product.

4. 100 Night Comfort Guarantee

We offer a 100 Night Comfort Guarantee on selected mattresses. If, after sleeping on the mattress for at least 14 nights, you find it isn't the right comfort level for you, we'll work with you to exchange it for a different model.

• Exclusions apply (including some mattress brands, ex-floor-stock mattresses, and any mattress that is stained, soiled or damaged).

• A mattress protector must have been used from day one to keep the mattress hygienic.

• Limited to one comfort exchange per household.

• Please note that some fees apply.

Full terms: see our 100 Night Comfort Guarantee page.

5. 150 Night Trial Period

A 150 Night Trial Period is available on selected Yinahla, Sleep Firm and Eco Kids mattress ranges. If the mattress isn't right for you within the trial period, you can swap it for another mattress in our range or return it for a full refund.

Key conditions:

• You must sleep on the mattress for at least 14 nights before requesting an exchange or return.

• The mattress must be in as-new condition — no stains, marks, rips or damage. We recommend using a mattress protector from night one.

• Limited to one swap or return per household, delivery address or order.

• If exchanging to a higher-priced mattress, you pay the difference. If exchanging to a lower-priced mattress, we refund the difference.

• The 150 Night Trial does not apply to ex-showroom floor-stock mattresses.

Full terms and the claim process: see our 150 Night Trial Period page.

6. Faulty, damaged or incorrect goods

If a product develops a fault, arrives damaged, or doesn't match the description, we'll fix it under your ACL rights.

6.1 What to do

1. Stop using the product if it is unsafe.

2. Take clear photos of the issue and the product label/care tag.

3. Contact your store of purchase or our team on 1300 399 676 / dream@bestinbeds.com.au as soon as the issue appears.

4. Provide your invoice or order number, photos and a description of the problem.

6.2 Assessment

We may need to inspect the product ourselves, or arrange for the manufacturer or their repair agent to assess it. We won't unreasonably delay this. Where the fault is straightforward and clear from photos, we may proceed without an in-person inspection.

6.3 Outcomes

Once the failure is confirmed:

Limitation of our liability. To the maximum extent permitted by law, Best in Beds' liability for any failure to comply with a consumer guarantee is limited to one of the remedies set out above (repair, replacement or refund). Best in Beds is not liable for any indirect or consequential loss — including loss of use, loss of profits, loss of income, or other costs you incur as a result of the failure — except to the extent that such loss cannot lawfully be excluded under the Australian Consumer Law. Nothing in this clause limits or excludes any non-excludable right or remedy you have under the ACL.

6.4 Costs

If a fault is confirmed, we cover all reasonable return shipping and inspection costs. If, after inspection, no fault is found and the product is operating as designed, return shipping and inspection costs may be charged to you — we will let you know any expected charges before they are incurred.

6.5 Exclusions (subject to the ACL)

The following are not covered as faults:

• Normal wear and tear, including normal mattress settling and foam softening;

• Damage caused by misuse, accident, neglect, failure to follow care instructions or removal of the law tag;

• Comfort preference (covered by our 100 Night Comfort Guarantee or 150 Night Trial where eligible);

• Stains, soiling, body fluids or pet damage;

• Use of an inappropriate base, unsupportive slats, or no mattress protector where the manufacturer requires one;

• Modifications or repairs not authorised by us or the manufacturer.

7. Price guarantees

7.1 Lowest Price Guarantee

If you find an identical, in-stock item advertised for less by a competitor, we'll beat that price by 5%. Full conditions and exclusions are on our Lowest Price Guarantee page.

7.2 30 Day Best Price Promise

If, within 30 days of your purchase, Best in Beds advertises the identical, in-stock item at a lower price, we'll refund the difference. Full conditions and exclusions are on our 30 Day Best Price Promise page.

8. How refunds are processed

• Refunds are paid to the original payment method wherever possible. If that isn't possible (e.g. an expired card), we'll arrange an EFT or other refund with you.

• Refunds are processed within 10 business days of approval. Your bank or card provider may take additional time to credit the funds.

• For finance purchases (Afterpay, Zip, Humm, etc.), the refund is processed through the finance provider, and any interest, fees or charges are handled on the provider's terms.

• Refunds are paid to the customer named on the tax invoice.

9. Proof of purchase

To process any return, exchange or refund, we ask for reasonable proof of purchase, such as:

• Tax invoice;

• Order confirmation or delivery note for online purchases;

• Finance documentation.

A bank or credit-card statement may be accepted if the amount on the statement directly matches the purchase. We may also ask to see valid photo ID when issuing a refund or processing an exchange.

10. How to contact us

Returns, refunds and warranty claims:
dream@bestinbeds.com.au
1300 399 676
Or visit any Best in Beds store.

If you aren't satisfied with how we've handled your claim, you can contact NSW Fair Trading (13 32 20 / www.fairtrading.nsw.gov.au) or the ACCC (www.accc.gov.au).

Best in Beds Pty Ltd
ABN: 59 159 103 401
www.bestinbeds.com.au