Trial & refunds
What’s a 100-night trial?
We give you 100 nights to test out our firm mattress totally risk-free. This means that if you are unsatisfied with your mattress, you can return it for a full refund. All returned mattresses are donated to our charity partner the Salvos to help those in need or sent to a mattress recycler.
We always recommend trying the mattress for at least 14 nights before sending it back to us. Some mattresses take some getting used to, especially super firm ones like ours!
Please note the trial is limited to one return per household, delivery address or order. If you need to purchase multiple mattresses, we recommend buying one first to make sure you are happy then placing another order.
How do I organise a return?
If you would like to return your mattress, please email firstname.lastname@example.org
Once your return request is sent to us, we will then arrange for it to be collected by Salvos free of charge, and once the collection is completed, we will give you a full refund.
Return is free in all Metro location (Melbourne, Sydney, Canberra, Brisbane, Gold Coast, Adelaide, Hobart & Perth). If you live in a regional, rural or an area outside of Salvos network we will ask you for assistance in donating/dropping off the mattress directly to your closest charity or mattress recycler and email us proof of donation/drop off and we will give you a full refund.
As our returned mattresses are sent to charities to live a new life, they must be in as-new condition with no damage, stains, marks or rips. We highly recommend using a mattress protector to ensure this, should you wish to return it.
How does delivery work?
Once your order is complete, your product will be dispatched from our Melbourne warehouse, and will be delivered to you based on the average* delivery times below:
- Melbourne Metro within 5 business days
- Sydney, Brisbane, Adelaide & Canberra Metro within 14 business days
- All other areas within 21 business days.
Business days are defined as Monday to Friday and exclude weekends and public holidays. From time to time, the lead time may be longer depending on the location or covid restrictions/staff shortages and we apologize if your order is delayed.
- The delivery service is to the Front Door of a Ground Floor dwelling ONLY. Depending on your location/delivery address you may be asked to help the driver to unload the mattress from the back of the truck/ute/van.
- Our delivery partners do not take items indoors or upstairs.
How do I unpack my mattress?
The Sleep Firm mattress comes with opening instructions. You simply open the blue outer wrapper with scissors without puncturing the inner vacuum bag. The mattress then unfurls on its own. The mattress can take up to 72 hours to return back to the shape it was in the factory.
Do I need to rotate the mattress?
We recommend rotating your mattress twice in the first month after purchase and then once per month throughout the warranty period.
For single-sided mattresses, spin 180 degrees (head to toe). For double-sided mattresses (where the sleep surface is identical on the top and bottom), flip over and spin 180 degrees.