Terms & Conditions

Best in Beds Pty Ltd (ABN 59 159 103 401)
Last updated: 01/07/2025

These Terms & Conditions ("Terms") govern your use of the Best in Beds website at www.bestinbeds.com.au and any purchase you make from us — whether online, in store, by phone or by email. By placing an order with Best in Beds, or by using our website, you agree to these Terms.

Nothing in these Terms excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law (ACL) (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) or any other law that cannot lawfully be excluded.

If you need to contact us:
Best in Beds · 1300 399 676 · sales@bestinbeds.com.au · Head Office: Campbelltown, NSW

1. About these Terms

1.1 These Terms apply to every order placed with Best in Beds. Separate policies apply to specific programs and are incorporated into these Terms by reference:

1.2 If there is any inconsistency between these Terms and a specific policy, the specific policy will prevail to the extent of the inconsistency, except where these Terms relate to your rights under the Australian Consumer Law.

1.3 We may update these Terms from time to time. The version published on our website at the time you place an order will apply to that order.

2. Orders & acceptance

2.1 An order placed with Best in Beds (online, in store, by phone or by email) is an offer by you to purchase the products on these Terms.

2.2 No contract is formed until Best in Beds accepts your order, which usually occurs when we send you an order confirmation or process your payment. We may reject or cancel any order without liability if:

the product is not available;
there is a pricing or description error on the website or in store;
the order triggers our fraud or risk checks;
we cannot deliver to your nominated address; or
we reasonably believe the order breaches these Terms.

2.3 If we cancel an order under clause 2.2 after we have received payment, we will refund the payment in full.

2.4 You must be at least 18 years of age to place an order.

3. Pricing & payment

3.1 All prices are in Australian Dollars (AUD) and include GST unless stated otherwise. Delivery charges are calculated separately and shown in your cart before checkout, or quoted in store.

3.2 We try to ensure prices on our website and in store are accurate, but errors can occur. If we discover a pricing error after your order has been placed, we will contact you to confirm whether you wish to proceed at the correct price, cancel the order for a full refund, or offer an alternative.

3.3 Payment in full is required before dispatch or delivery. Where a deposit has been taken, the balance must be paid no later than 24 hours before the scheduled delivery or pickup date. If the balance is not received in time, your delivery or pickup will be placed on hold until payment is finalised. We do not accept cash, cheques or card payments at the time of delivery.

3.4 We accept major credit and debit cards, PayPal, Afterpay, Zip and other payment methods displayed at checkout. Finance is available through approved third-party providers, on the provider's own terms.

3.5 Promotional codes, vouchers, package deals and finance offers may not be combined unless expressly stated.

4. Deposits, cancellations & changes

4.1 Deposits. Where you place an order for a product that is not in stock at the time of order, or that is ordered in or custom made for you, we may require a deposit. The deposit forms part of the purchase price.

4.2 Cancellation by you – change of mind. If you cancel an order after we have accepted it but before dispatch or delivery, and the cancellation is for change-of-mind reasons (i.e. not because the product is faulty or otherwise breaches a consumer guarantee), a minimum service charge of 20% of the purchase price applies. This charge reflects a genuine pre-estimate of the costs Best in Beds incurs in processing the order, including payment-processing fees, supplier restocking and administration fees, freight already booked, and storage. Any deposit or payment received is set off against this charge, and the balance (if any) is refunded to your original payment method.

4.3 Made-to-order, special-order and custom products. Where a product is made to your specifications, special-ordered, or custom configured for you (including, but not limited to, custom-fabric upholstery, custom-size mattresses, customer-selected configurations and special manufacturing runs), the order cannot be cancelled, returned or refunded if you simply change your mind. Once production or supplier order has commenced, the purchase price is payable in full. This clause does not limit your rights under the Australian Consumer Law if the product fails to meet a consumer guarantee.

4.4 Cancellation by Best in Beds. Best in Beds may cancel an order under clause 2.2. Where we cancel for our reasons (not yours), you receive a full refund and no cancellation fee applies.

4.5 Changes to an order. You can request changes to an order (delivery date, address, model, size) by contacting our team on 1300 399 676 or sales@bestinbeds.com.au. Changes are subject to stock and supplier availability and may attract additional freight or restocking charges. Changes are not guaranteed once an order has been dispatched.

4.6 Your rights under the Australian Consumer Law are not affected. Nothing in this clause 4 prevents you from cancelling an order, or seeking a remedy, where you are entitled to do so under the ACL — for example, where there is a major failure with the goods.

5. Manufacturing & lead times

5.1 Estimated dispatch, delivery and manufacturing dates shown on our website, in store, on order confirmations or in any communication from Best in Beds are estimates only. They are based on information provided by our suppliers and manufacturers and are not a guarantee of a specific date.

5.2 Production schedules, supplier capacity, freight networks and stock availability can fluctuate. Manufacturing times can vary and unexpected delays can occur. Best in Beds will use all reasonable endeavours to meet the estimated lead time and will keep you informed of any material change.

5.3 To the extent permitted by law, Best in Beds is not liable for any loss or damage caused by delivery occurring later than an estimated date, provided we deliver the product within a reasonable time. If a delay is caused by circumstances beyond our reasonable control, we will work with you to agree a new estimated date.

5.4 If a manufacturer discontinues a product after you order it, we will contact you to discuss alternatives, including a comparable replacement or a full refund of amounts paid for the unavailable product.

6. Delivery

6.1 Full delivery details, including local delivery areas, freight pricing, lead times, free-delivery thresholds and procedures, are set out in our Delivery Terms & Conditions. Those terms form part of these Terms.

6.2 Outside local delivery areas, delivery prices vary depending on product size, your location and freight provider. The exact freight cost will be shown in your cart at checkout, or quoted by our sales team before you place the order.

6.3 Access and accurate details. You must provide a correct delivery address, including suburb and postcode, and any access information required (stairs, lifts, building access codes, restricted-vehicle access, etc.). You must ensure the delivery location has safe, lawful and reasonable access for the delivery vehicle and team.

6.4 You must be home to accept delivery. Someone aged 18 or over must be at the delivery address to receive and sign for the goods at the scheduled time.

6.5 Re-delivery fees. If you are not at the delivery address at the scheduled time, or you do not contact us to reschedule by 9:00 am on the scheduled delivery date (or by 5:00 pm the prior day for local deliveries with a confirmed window), a re-delivery fee applies. The minimum local re-delivery fee is $65. For interstate or regional re-delivery, the fee is the actual freight cost charged by the carrier and will be quoted before the next attempt.

6.6 Authority to leave. If you ask us in writing to leave goods without a signature, you accept the risk for any loss or damage that occurs after delivery. We may decline an authority-to-leave request for large or high-value items.

6.7 Inspection on delivery. We strongly recommend you inspect goods on delivery, before signing as "received in good order". If goods are visibly damaged in transit, please note this on the delivery docket and contact your store of purchase immediately so we can assist you.

6.8 Old mattress and furniture removal. Our delivery drivers do not remove old mattresses, bed frames or furniture unless you have purchased our premium service or removal add-on. Where a removal service is included, please ensure the room is clear and a safe working space is available.

7. Store pickup

7.1 Free contactless pickup is available from our Campbelltown and Warrawong stores, subject to stock availability. You will receive an email or call confirming when your order is ready for collection.

7.2 When collecting your order, please bring:

A copy of your receipt or order confirmation (printed or on your phone);
Valid government-issued photo ID that matches the name on the order; and
The payment card used for the purchase (if applicable).

7.3 If a person other than the named purchaser is collecting the order, the purchaser must contact us in advance to authorise the third party in writing. The authorised person must still present their own photo ID and a copy of the receipt.

7.4 Orders must be collected within 14 days of being notified the order is ready. Storage fees may apply for uncollected orders after that period. We may cancel an order that remains uncollected after a reasonable further period and refund the amount paid, less any storage and handling charges.

7.5 You are responsible for safely transporting items from our store. Some items are large and may require two people, suitable vehicle space and tie-downs.

8. Risk & title

8.1 Risk in goods passes to you on delivery, or on collection at our store.

8.2 Title (ownership) in goods passes to you only when you have paid in full for those goods. Until full payment is received, Best in Beds retains title and may recover the goods if payment is not made.

9. Warranties & consumer guarantees

9.1 Australian Consumer Law guarantees. 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 with the goods. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. The way we apply these rights is set out in our Refund & Returns Policy.

9.2 Manufacturer warranties. Many of the products we sell are covered by an additional manufacturer warranty (for example, mattress warranties of 5, 10 or 20 years). The terms, duration and exclusions of those warranties are set by the manufacturer and are passed on to you. Manufacturer warranties are in addition to your rights under the Australian Consumer Law and do not limit those rights.

9.3 Warranty claims. To make a warranty or consumer-guarantee claim, contact your store of purchase, call 1300 399 676 or email dream@bestinbeds.com.au. We may ask you for:

proof of purchase (tax invoice or order number);
photos of the issue;
access to inspect the product (in-home or by the manufacturer's repair agent).

9.4 Common warranty exclusions (subject to the ACL):

Normal wear and tear, including normal mattress settling and foam softening;
Damage caused by misuse, accident, neglect, failure to follow care instructions, or by removing the law tag;
Comfort preference (covered separately by our 100 Night Comfort Guarantee or 150 Night Trial Period where eligible);
Floor-stock, clearance, second-hand or "seconds" goods, where the defect was drawn to your attention before purchase;
Stains, soiling, body fluids or pet damage;
Use of an inappropriate base, unsupportive slats, or no mattress protector where the manufacturer requires one;
Damage caused by alterations or repairs not authorised by us or the manufacturer.

9.5 Refunds, returns and our guarantee programs. Our specific consumer programs — including 30-day returns, the 100 Night Comfort Guarantee, the 150 Night Trial Period, the Lowest Price Guarantee and the 30-Day Best Price Promise — are detailed in our Refund & Returns Policy and on the individual program pages linked in clause 1.1.

9.6 Minimum warranty period. Where a new-condition item is sold by Best in Beds Pty Ltd and the manufacturer warranty period is not otherwise listed, recorded or stated, Best in Beds will treat the manufacturer warranty period as a minimum of 12 months from the date of purchase. This does not limit your rights under the Australian Consumer Law, which may extend beyond 12 months depending on the price and expected life of the product.

10. Website use

10.1 You may use our website for personal, non-commercial purposes only. You must not:

copy, modify, distribute, sell, publish or commercially exploit any material on the website without our prior written consent;
decompile or reverse-engineer any software on the website;
remove any copyright, trade-mark or proprietary notices;
use the website in any way that breaches any law or infringes any third-party rights; or
use the website to send unsolicited communications, transmit malware, or interfere with the website's operation.

10.2 Intellectual property. All content on the website (including text, images, logos, product photography, video and software) is owned by or licensed to Best in Beds Pty Ltd and is protected by copyright and trade-mark laws. "Best in Beds", our logo and other brand assets are trade marks of Best in Beds Pty Ltd.

10.3 Third-party links. Our website may link to third-party websites for your convenience. We do not endorse or accept responsibility for the content, products, services or practices of third-party websites.

10.4 Accuracy. We make every effort to keep website content accurate and current, but typographical, photographic or technical errors can occur. We may correct errors and update content at any time without notice.

10.5 Product images. Product images on the website are illustrative only. Colours may appear differently on different screens. Mattress and furniture dimensions are as listed and we recommend checking dimensions against your room and access prior to purchase.

11. Privacy

11.1 We collect and handle personal information in accordance with our Privacy Policy and the Privacy Act 1988 (Cth).

11.2 By placing an order, you consent to us using your contact details to communicate about your order, delivery and any service issues. Marketing communications are subject to your separate consent and can be unsubscribed at any time.

12. Liability

12.1 Nothing in these Terms limits or excludes any non-excludable consumer guarantee, warranty, condition, right or remedy under the Australian Consumer Law or any other law.

12.2 Subject to clause 12.1, to the extent permitted by law, Best in Beds' total liability arising out of or in connection with an order or these Terms is limited, at our option, to:

replacement of the goods or supply of equivalent goods;
repair of the goods;
payment of the cost of replacing the goods or acquiring equivalent goods; or
payment of the cost of having the goods repaired.

12.3 Subject to clause 12.1, to the extent permitted by law, Best in Beds is not liable for any indirect or consequential loss, including loss of profits, loss of business opportunity, loss of data or loss of use, however caused.

13. Disputes & governing law

13.1 If you have a complaint or dispute, please contact us first on 1300 399 676 or dream@bestinbeds.com.au. We will work with you to resolve the issue promptly and fairly.

13.2 If we cannot resolve the issue between us, you may contact NSW Fair Trading (13 32 20 / www.fairtrading.nsw.gov.au) or the ACCC (www.accc.gov.au) for assistance.

13.3 These Terms are governed by the laws of New South Wales, Australia. You and Best in Beds submit to the non-exclusive jurisdiction of the courts of New South Wales and the federal courts of Australia.

14. General

14.1 Severability. If any provision of these Terms is held to be invalid or unenforceable, that provision is to be read down to the minimum extent necessary, or severed, without affecting the remaining provisions.

14.2 No waiver. A failure or delay by Best in Beds to exercise a right does not operate as a waiver of that right.

14.3 Force majeure. Best in Beds is not liable for any failure or delay in performing its obligations under these Terms caused by events beyond its reasonable control, including natural disasters, fires, floods, pandemics, strikes, transport disruptions, supplier failures or government actions.

14.4 Entire agreement. These Terms, together with the policies referred to in clause 1.1 and any order confirmation, form the entire agreement between you and Best in Beds in relation to your purchase.

14.5 Contact. For full terms and conditions please refer to this page, or ask any of our team in store.

Best in Beds Pty Ltd
ABN: 59 159 103 401
Head Office: 20 Blaxland Road, Campbelltown, NSW, 2560
Phone: 1300 399 676
Email: sales@bestinbeds.com.au
Web: www.bestinbeds.com.au