Return and Refund Policy
At Back to Bed, we want you to be completely satisfied with your purchase. Please read our return and refund policy carefully to understand your rights and our procedures.
Change of Mind Cancellations and Returns
We offer a 30-day change-of-mind return policy for select items. You have 30 days after receiving your item to request a return or cancel your order.
- Cancellation & Restocking Fee: Once an order is placed, if you change your mind and wish to cancel the order or return the product, a 50% cancellation fee applies. You will be refunded 50% of the original purchase amount..
- Return Eligibility: To be eligible for a change-of-mind return, your item must be in the exact same condition that you received it, unworn or unused, unassembled, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
- Return Shipping Costs: For all change-of-mind returns, the customer is responsible for organizing, managing, and paying for the return shipping/freight materials and transport back to our warehouse.
- Exclusions:We do not accept change-of-mind returns or cancellations on sale items, promotional items, custom products (special orders/personalized items), or gift cards.
Important: Mattress Comfort & Physical Suitability
Everyone’s sleep preferences, body types, and ergonomic needs are completely different. Because comfort is highly subjective, we do not accept returns, exchanges, or refund requests for mattresses or futons based on comfort preferences, firmness levels, or physical reactions (such as back pain, stiffness, or discomfort).
A mattress cannot be returned for these reasons unless it possesses a genuine structural manufacturing defect that breaches Australian Consumer Law guarantees.
To initiate a change-of-mind return for eligible items, please contact us at backtobed@live.com.au. Items sent back to us without first requesting a return will not be accepted.
Damages, Faults, and Australian Consumer Law (ACL)
Our products 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 compensation for any other reasonably foreseeable loss or damage. 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.
- Inspection: Please inspect your order upon reception. Contact us immediately at backtobed@live.com.au if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
- Return Shipping for Faulty Goods: If an item is confirmed to have a major fault under the ACL, Back to Bed will cover the costs of the return shipping or arrange for the collection of large, bulky items (such as bed frames, sofa beds, and futon mattresses) at our expense.
- Sale Items: Consumer guarantees under the ACL apply equally to sale and promotional items. If a sale item is fundamentally faulty, you are legally entitled to an ACL remedy (repair, replacement, or refund).
Warranty Exclusions (Environmental & Storage Damage)
Back to Bed provides quality furniture designed for standard residential use. Please note that our voluntary manufacturer’s warranty strictly **does not cover** environmental damage or issues arising from improper care, including but not limited to:
- The development of mould, mildew, or moisture damage resulting from environmental conditions, high room humidity, lack of ventilation, or liquid spills.
- Damage caused by inappropriate storage conditions, damp warehouses, exposure to weather, or outdoor elements.
- Standard wear and tear over time.
Exchanges
The fastest way to ensure you get what you want is to return the item you have (if eligible), and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember that it can also take some time for your bank or credit card company to process and post the refund too.
Contact Us
If more than 15 business days have passed since we’ve approved your return, please contact us at backtobed@live.com.au.
For questions related to refunds and returns, contact us at backtobed@live.com.au