Faulty, damaged or incorrectly supplied products

Please contact Sleep House as soon as reasonably possible if you believe a product is faulty, damaged, unsafe, incorrectly supplied or significantly different from its description.

We may ask you to provide photographs, a description of the problem, your order details and proof of purchase. We may also arrange for the product to be inspected or assessed so that the nature and cause of the problem can be determined.

Sleep House remains responsible for assisting customers with remedies available under the Australian Consumer Law. Where appropriate, we may work with the manufacturer during the assessment and resolution process.

Major and minor product problems

The remedy available will depend on whether the problem is considered major or minor under the Australian Consumer Law.

A product may have a major problem if, for example, it is unsafe, substantially different from its description or sample, cannot be used for its normal purpose, or cannot be repaired within a reasonable time.

• For a major problem, the customer may choose a refund or a replacement of the same type.
• For a minor problem, Sleep House may choose to provide a repair or another appropriate remedy.
• If a minor problem cannot be fixed within a reasonable time, additional remedies may become available under the Australian Consumer Law.

Refunds provided under the Australian Consumer Law will be processed in accordance with the customer’s legal rights and will not be reduced by a cancellation fee.

Choosing not to keep an otherwise acceptable product

Sleep House does not generally provide refunds, exchanges or store credits where a customer has simply changed their mind, found the product cheaper elsewhere, selected the wrong size or decided that they no longer require the product.

This change-of-mind policy does not affect any rights the customer may have where a product fails to meet a consumer guarantee under the Australian Consumer Law.

Comfort preference is personal

Mattress descriptions such as Firm, Medium, Plush or Soft are general comfort guides rather than standardised measurements. The same mattress may feel different depending on body weight, sleeping position, bed base and previous mattress experience.

A mattress feeling firmer, softer or otherwise different from a customer’s personal expectation does not necessarily mean that the mattress is faulty.

Customers are encouraged to visit our Bayswater showroom where possible, review product information carefully and ask our team for guidance before ordering. Any applicable manufacturer comfort-exchange program will be governed by that manufacturer’s separate terms and conditions.

Cancelling an order before delivery

Please contact Sleep House immediately if you wish to cancel an order. An order is not considered cancelled until Sleep House has confirmed the cancellation in writing.

Cancellation of a standard in-store or online transaction may incur a fee equal to 10% of the invoice value. Cancellation of a made-to-order transaction may incur a fee equal to 25% of the invoice value. Any applicable fee will be deducted from money already paid.

These fees reflect costs that may have been incurred in processing, ordering, manufacturing, allocating, handling or preparing the product. A cancellation request may not be accepted if the product has already been delivered.

Cancellation fees do not apply where a customer is exercising a right or remedy available under the Australian Consumer Law.

Manufacturer warranty claims

Many mattresses and furniture products sold by Sleep House include a manufacturer warranty. The warranty period, coverage, exclusions and claim process vary according to the product and manufacturer.

Customers should retain their receipt or order confirmation and follow the product’s care, installation and warranty instructions. Mattress warranty claims may require photographs of the mattress, product labels, foundation or bed base.

Manufacturer warranties are provided in addition to, and do not replace, rights available under the Australian Consumer Law. Please contact Sleep House if you require assistance with a warranty or consumer guarantee claim.

Proof of purchase

Sleep House may request reasonable proof that the product was purchased from us. Acceptable proof may include:

• A Sleep House receipt or tax invoice
• An online order confirmation
• A payment record showing the Sleep House transaction
• Other reasonable evidence of purchase

Original packaging is not required when a customer is exercising rights in relation to a faulty product, although keeping packaging may help protect the product during transport.

Return, inspection and collection costs

Customers are generally responsible for returning products that can be posted or easily returned.

If a product is large, heavy or difficult to return and is confirmed or reasonably believed to have a qualifying problem, Sleep House will arrange collection or cover reasonable return costs where required by the Australian Consumer Law.

If an assessment determines that the product does not have a qualifying problem, the customer may be responsible for reasonable collection, transport or inspection costs. Where applicable, we will provide a reasonable estimate before arranging collection.

Delivery fees and other costs associated solely with an approved change-of-mind request or voluntary cancellation are generally non-refundable. This does not limit any entitlement to recover reasonable costs under the Australian Consumer Law.