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Mattress returns and refunds

Request a comfort return during your 7-month sleep trial. Here are the pickup costs, processing fee and refund steps, clearly explained.
Sydney mattress delivery and assembly
Returns & refunds

Transparent refunds

Still not happy?

Refunds are available during your 7-month sleep trial, which starts on the delivery date. You do not need to use a firmness swap before requesting a return. In many cases we can make the mattress comfortable by changing the latex or springs, so it is worth reading about your 2 free firmness swaps first.

If a refund is what you need, here is exactly how the return process works.

A real refund example

Refund breakdown

An honest breakdown (no hidden surprises)

Example 1: Sydney Customer, 25km from Gladesville

YOU PAID:

  • Original Price (Aurora Queen) = $2450
  • Initial Delivery Fee = $40 (non-refundable)
  • TOTAL PAID: $2490

YOUR RETURN COSTS

  • Processing Fee = $90
  • Return Pickup Fee = $40 (same as initial delivery)
  • Original Delivery Fee = $50 (non-refundable)

TOTAL COST OF TRIAL

  • $40 Original Delivery Fee + $90 Processing Fee + $50 Return Pickup Fee = $170

YOUR REFUND

  • $2450-$90-$40= $2320

IN SHORT:

Your refund = mattress price ➖ return cost (same as delivery fee) ➖ $90 refund fee

✓ Clear, upfront calculation

✓ No hidden fees

Returns outside Sydney

Calculating your mattress return cost

Are you in Melbourne or Brisbane? If you need to return your mattress, understanding how the return cost is calculated can help you plan accordingly. Follow these steps to determine your return cost:
Step 1

Calculate your return shipping cost

Scroll down on any website page and find the delivery calculator. Enter in your address to see our pick-up cost.
Step 2

Add to refund processing fee

Refund amount = original amount paid for mattress, minus pick-up cost, minus $90 processing fee.
Sample calculation

Return fee (Brisbane/ Melbourne)

Here's an example scenario and how we calculate the return fee if you are in Brisbane.

 Example 2: Melbourne Customer, 25km from Docklands

YOU PAID

  • Aurora queen mattress: $2,450
  • Original delivery fee paid: $210 ($190 base + $20 for an extra 10km beyond 15km)
  • Total paid: $2,660

RETURN COSTS

  • Processing fee: $90
  • Return pickup fee: $210 (same as delivery)
  • Original delivery fee: $210 (non-refundable)

YOUR REFUND

  • Total cost of trial: $210 (original delivery) + $90 (processing) + $210 (pickup) = $510
  • Your refund: $2,450 - $90 - $210 = $2,150

How to initiate a return

Step 1

Contact us

Call (02) 8999 3333 or email sales@ausbeds.com.au within your 7-month trial period (from delivery date)
Step 2

Prepare the mattress

Keep it clean and in good condition. We can supply packaging if you no longer have it.
Step 3

Schedule pickup

1) Ausbeds-delivered orders: We arrange pickup with our driver or interstate partner 2) Customer-arranged freight: You schedule your carrier; we help load at the factory
Step 4

Receive your refund

Refund processed after mattress is returned to our facility

After the trial period

Once the 7-month trial ends, refunds for comfort reasons are no longer available. You still have two options:

  • Firmness swaps: You can swap components at any time, forever. No single component costs more than 25% of your total mattress price.
  • Warranty claims: Your mattress is covered by a 10-year warranty for manufacturing defects. See our warranty page for details.

If your mattress has a genuine defect at any time, your rights under Australian Consumer Law apply regardless of whether the trial period has ended.

Not sure which mattress is right for you? Contact our friendly team for recommendations to help you sleep better.

Questions?

Contact us:
sales@ausbeds.com.au