Refund policy

Returns & Refunds Policy

Hygiene-Sensitive Products

Mattresses, pillows, mattress protectors, toppers, and all bedding items are hygiene-sensitive goods. Once any of these products have been delivered, collected from our showroom, or their original packaging has been opened or removed, they cannot be returned, exchanged, or refunded for change of mind, comfort preference, incorrect size selection, or any other non-fault reason.

This applies to all purchases and is consistent with health and safety regulations governing bedding products across the Australian retail industry. This does not affect any rights you have under the Australian Consumer Law.

We strongly encourage all customers to visit our Epping showroom to test mattresses in person before purchasing online. Our team is on hand to assist you in choosing the right product.

Showroom: Suite 3/543 Cooper St, Epping VIC 3076 For current opening times, check our Google listing / Google Maps

Cancellations Before Dispatch or Collection

We understand that plans occasionally change before an order is dispatched. Where a cancellation request meets all five of the following conditions, the cancellation will be processed subject to a 35% cancellation and restocking fee. This fee reflects the real and immediate costs of administration, handling, and restocking incurred upon processing your order, and is consistent with standard Australian retail practice.

All five conditions must be satisfied:

  1. The cancellation request is submitted in writing to hello@bestbeds.com.au
  2. The request is received within 7 calendar days of the original invoice date
  3. The goods have not yet been dispatched from our warehouse or collected by the customer or any nominated person at the time the request is received
  4. All original packaging is completely sealed, unopened, and undamaged
  5. The customer confirms acceptance of the 35% cancellation fee in writing before processing

Where all five conditions are met and confirmed by Best Beds, the cancellation will be processed and a refund of the order total minus the 35% cancellation fee will be issued within 7–14 business days to the original payment method. Original delivery fees, if any were charged, are non-refundable.

If any one condition is not met, the cancellation request cannot be accepted.

How the fee is calculated:
Order total $600.00
Less 35% cancellation and restocking fee -$210.00
Refund to original payment method $390.00

Once goods have been dispatched from our warehouse or collected by the customer — regardless of when within the 7-day window — change of mind cancellations cannot be accepted.

Delivery Damage — 72-Hour Notification Required

If your order arrives with visible physical damage caused during freight transit, you must notify us within 72 hours of delivery. Any transit damage must also be noted on the delivery receipt at the time of delivery and before the delivery driver departs.

To report transit damage, email hello@bestbeds.com.au within 72 hours with your order number, delivery date, photographs of the damage from multiple angles, and a copy or photograph of the delivery receipt noting the damage.

Claims for transit damage reported after 72 hours cannot be accepted, as it is not possible to determine after this period whether damage occurred during delivery or after receipt.

Manufacturing Defects

Best Beds supports claims for genuine manufacturing defects — defects in materials or workmanship that were present at the time of manufacture. All products are quality-checked before dispatch.

Reporting a suspected manufacturing defect

If you discover what you believe to be a manufacturing defect, notify us promptly by email. Prompt notification assists in accurate assessment. Where significant time has elapsed between discovery and notification, our ability to determine whether an issue is attributable to manufacture may be affected.

Email hello@bestbeds.com.au — Subject: Faulty Product – Order #[Your Order Number]

Include in your email:

  • Full name, contact number, and delivery address
  • Order number and proof of purchase
  • Delivery date and date defect was first noticed
  • Written description of the suspected defect and its location on the product
  • Minimum four clear, well-lit photographs of the defect from different angles
  • One photograph of the full mattress surface taken from directly above
  • Photographs of the base or foundation in use, from multiple angles
  • Confirmation that a mattress protector has been in use

What constitutes a genuine manufacturing defect:

  • Broken, loose, or protruding internal coils or spring components that were defective at time of manufacture
  • Structural failure of the internal support system that compromises the mattress's intended function, present at time of manufacture
  • Material defects in construction present at time of manufacture
  • Workmanship errors in assembly that demonstrably affect product integrity

What does not constitute a manufacturing defect:

  • Natural softening or body impressions during or after the 30–90 day break-in period. Body impressions up to 40mm on pillow top and euro top mattresses, and up to 25mm on standard top mattresses, are normal and expected characteristics — not defects
  • Comfort preference — firmness that differs from personal expectation is not a defect. Mattress comfort is highly subjective and is the primary reason we encourage showroom visits before purchasing
  • Any damage, soiling, staining, burns, tears, cuts, punctures, or liquid damage occurring after delivery
  • New mattress odour, which is a normal characteristic of new foam, fibre, and fabric materials and dissipates naturally with ventilation
  • Damage from use on an unsuitable, damaged, or inadequate base
  • Damage caused by folding, bending, standing on, or otherwise mishandling the mattress
  • Issues arising from use without a mattress protector where moisture has contributed to the reported problem

Assessment Process

Step 1 — Submit your claim with all required information and photographs as described above.

Step 2 — Initial photographic assessment. Our team will review your photographs, description, and order details. We may request additional photographs or information. Many claims are fully assessed and resolved at this stage without requiring a physical inspection.

Step 3 — Physical inspection, where required. Where a photographic assessment is insufficient to make a determination, Best Beds may arrange a physical inspection at your premises or collection of the product for assessment at our facility.

Before any physical inspection can proceed:

  • The mattress must be in a clean and hygienic condition. Under workplace health and safety regulations, physically soiled or stained products cannot be handled or inspected by our team. Where physical inspection cannot proceed due to the condition of the product, alternative forms of evidence — including additional photographs and statutory declarations — may be requested. This does not automatically affect any rights you have under the Australian Consumer Law.
  • The mattress must be unoccupied, accessible, and clear of all bedding
  • The base in use must be present, visible, and unobstructed for base assessment, which is a standard part of all inspections

A reasonable inspection or call-out fee may be charged before a home inspection is scheduled. The fee will be communicated and confirmed in writing in advance. Where a genuine manufacturing fault is confirmed, this fee is refunded in full. Where no fault is found, the fee is non-refundable.

Step 4 — Assessment decision. Best Beds will issue a written determination on whether the reported issue constitutes a genuine manufacturing defect. This does not affect any rights you have under the Australian Consumer Law.

Step 5 — Remedy. Where a genuine manufacturing fault is confirmed, Best Beds will provide a remedy in accordance with the Australian Consumer Law. For a major failure, you may choose between a replacement or a refund. For a minor failure, Best Beds will determine whether repair or replacement is the appropriate remedy. Refunds are processed within 7–14 business days to the original payment method.

Transport Costs — Fault Claims

Within the first year of purchase, where a manufacturing fault is confirmed, Best Beds will cover reasonable transport costs for collection and replacement delivery within metropolitan Melbourne. After the first year, transport costs are the customer's responsibility, except where otherwise required under the Australian Consumer Law. Where no manufacturing fault is confirmed, all transport, call-out, and inspection costs are the customer's responsibility. For regional Victoria and interstate locations, freight costs may be charged regardless of warranty period due to distance.

Australian Consumer Law

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 and to compensation for any reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. This policy operates alongside and does not limit any right you have under the Australian Consumer Law.

Your Acknowledgement

By completing a purchase from Best Beds, you confirm that you have read and understood this policy, that you understand mattresses and bedding products cannot be returned for change of mind or comfort preference once delivered or collected, that you have had the opportunity to visit our showroom and test products in person before purchasing, and that you understand a 30–90 day break-in period is normal for all mattress types.

Contact us: hello@bestbeds.com.au | 0485 695 300 | www.bestbeds.com.au Showroom: Suite 3/543 Cooper St, Epping VIC 3076 For current opening times: Google listing / Google Maps