Returns, Refunds and Exchanges

Returns and Refunds Policy

At Top End Mattress we want you to be completely satisfied with your purchase. This policy outlines how returns, exchanges and refunds are handled for purchases made through our website.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major fault you are entitled to a replacement or refund. If a product has a minor fault, we will repair or replace the item within a reasonable time.

Nothing in this policy limits or replaces your rights under the Australian Consumer Law.

Faulty or Damaged Products

If your mattress or product arrives damaged or develops a fault, please contact us as soon as possible.

Where a product has a major fault, you may choose between:

• A full refund
• A replacement product
• Compensation for any drop in value

For minor faults we will offer a repair or replacement within a reasonable timeframe.

For large items such as mattresses, we may arrange collection or organise a replacement depending on the situation.

Change of Mind

We do not offer refunds for change of mind purchases unless otherwise stated.

However, we may offer an exchange or store credit at our discretion provided that:

• The item is unused
• The item is returned in original packaging where possible
• The request is made within 7 days of delivery

Return shipping costs for change of mind purchases are the responsibility of the customer.

Return Process

To request a return, please contact us with:

• Your order number
• Your contact details
• Photos of the issue (if applicable)

Once approved, we will provide instructions for returning or collecting the item.

Return Shipping

If the product is faulty or incorrect, we will cover reasonable return shipping costs.

If the return is for change of mind, the customer is responsible for return shipping.

Because mattresses are bulky items, collection or inspection may be required before a refund or replacement is issued.

Refunds

Once a return has been received and inspected, we will notify you of the outcome.

If approved, refunds will be processed using the original payment method.

Please allow several business days for the refund to appear depending on your payment provider.

Contact Us

If you have any questions regarding returns, please contact us using our contact the details in the footer.