Mattress Firmness and Comfort: Mattress firmness ratings are general guides and are subjective. The perceived firmness may vary depending on body weight, sleeping position, personal preference and the mattress previously used. A mattress feeling firmer or softer than expected, or not meeting an individual's comfort preference, does not by itself constitute a manufacturing defect or an "item not as described" where the product matches its advertised specifications and representations. Genuine product faults or discrepancies will be assessed on their merits.
Compressed Mattress Expansion and Dimensions: Our mattresses are vacuum-compressed and rolled for transportation. Following unpacking, the rate and extent of expansion may vary depending on the materials, temperature and surrounding conditions. Most initial expansion occurs within the first few days, although full dimensional recovery may take up to 60 days.
Advertised mattress heights, including 34 cm, are approximate nominal specifications rather than guarantees of an exact measurement for every individual mattress. Minor variations resulting from normal manufacturing tolerances and the compression and recovery process are expected and do not, by themselves, indicate a manufacturing defect.
Change-of-Mind Returns: Change-of-mind returns are accepted within 30 days of delivery only where the mattress remains unused, unopened, factory-sealed, vacuum-compressed and in its original packaging and box. Customers are responsible for return freight costs. Once a compressed mattress has been unpacked and expanded, it cannot be recompressed or resealed for resale and is therefore ineligible for change-of-mind returns.
Warranty: Mattresses are covered by the applicable 10-Year or 15-Year Limited Warranty against eligible manufacturing defects, depending on the model. Warranty claims are generally assessed remotely using photographs, videos and supporting information. Physical inspection or return may be arranged where reasonably necessary, subject to applicable warranty terms and consumer law.
Australian Consumer Law: These conditions apply to voluntary change-of-mind returns and additional warranty benefits. They do not exclude or restrict customers' statutory rights, including remedies for faulty, defective or incorrectly described products. Original packaging is not required when exercising applicable statutory consumer rights.