Really Easy Returns

From simple component swaps to full returns, we're all about making things easy.
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My Promise To You

As the owner of Ausbeds, I understand the challenges of buying a mattress. It seems everyone's been burned before when buying a mattress. The reason that everyone's been burned before is that it's really hard to fix mattress problems. The Ausbeds system has been built from the ground up to solve these problems. Dips, too firm/too soft, are 90% of mattress problems. With my modular system, we're able to solve any mattress issues at any time.

Karl, Owner of Ausbeds
– Karl, Owner of Ausbeds
SWAPS & EXCHANGES

Is Your Mattress Not Quite Right? Let's Fix It.

Thanks to our unique modular mattress design, we can easily adjust the firmness or feel of your mattress. If it's too firm or too soft, we don't need to replace the whole thing. We can simply swap out a single component. You get 2 free technician visits. If you require more adjustment after that, here's how it works:

Step 1

Contact Us

Ring or message us. Tell us what the issue is.
Step 2

We'll send a new layer

Depending on your situation, we will send a comfort layer or spring unit with a different firmness.
Step 3

Swap it over

Our technicians unzip the mattress cover and replace the components. We pick up the replaced layer.
RETURNS & REFUNDS

Transparency in Refunds

Still not happy?

That's OK. We understand that sometimes a refund is what you need. Here's exactly how our refund process works, so there are no hidden surprises. 

A Real Refund Example

Refund Breakdown

An honest breakdown (no hidden surprises)

Example 1: Sydney Customer, 20km from Marrickville

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 = $40 (non-refundable)

TOTAL COST OF TRIAL

  • $40 Original Delivery Fee + $90 Processing Fee + $40 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

OUTSIDE SYDNEY RETURNS

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

Identify Your Location Reference

Determine the distance of your return address from the central areas. Melbourne Central Area: Docklands Brisbane Central Area: Queen Street Mall
Step 2

Know Your Base Return Cost

The base return cost to Melbourne or Brisbane is $190.
Step 3

Calculate Your Additional Distance Fee

If >15km from CBD: $2/km extra If ≤15km: no extra fee
Step 4

Add Up Total Return Fee

Base fee + Distance fee (if applicable)
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 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 active trial window
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

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