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Return, Refund, Cancellation and Privacy Policy
Home / Return, Refund and Private Policy
Return, Refund, Cancellation and Privacy Policy: For Online Exclusive buy and In Store buy at Bedworld
As a proudly Perth-family based business, our team in Osborne Park is here to assist you with all products and return inquiries.At Bedworld, we offer and deliver both in-store and online buy https://bedworldonline.com.au/collections/mattresses as well as online exclusive products (third party products with vast variety of products) to suit your personal needs. We encourage customers to read our in-store and online exclusive return and refund policies before making a purchase. We thank you for choosing to shop with Bedworld.
Please check all goods as soon as possible after delivery to make sure your items are in good condition as per your placed order. Please report any faulty, defective or damaged items if you receive them as soon as possible.
We handle all refunds, returns and cancellations in accordance with the Australian consumer law.
For assistance, you can call us on +61 8-9242 4333 or visit us in-store at Osborne Park or contact us .
In-Store Buy: Return and Refund Policy
Should customers find any goods faulty, defective or damaged, it is the customer’s responsibility to report this to us as soon as possible after delivery (within 3 days of the product being delivered to the customer).
Goods that are determined to be faulty, defective or damaged should be reported to Bedworld via email with relevant photographic evidence and a detailed description of the fault(s). An invoice or proof of purchase from Bedworld must also be attached.
Please email us at:Our management will assess how to proceed based on the condition of the goods and the evidence provided. Returns and refunds are handled in accordance with Australian Consumer Law.
Customers are entitled to get a replacement or a refund for a major issue. Goods can also be repaired or replaced if they do not meet acceptable functionality standards.
Please note: We do not refund or replace goods due to a change of mind. "Change of mind" refers to reconsidering a previous decision to purchase a Bedworld product either in-store or from our online exclusive range (e.g. dissatisfaction with the colour, look, or feel of a product).
Please also note: Billabong Mattresses by Slumbercare are limited edition and often manufactured with varied surface mix and match fabrics. This is completely normal and may differ from those displayed in our showroom. Kindly note refunds will not be made on the fabric as an excuse.
Any refunds, returns, or replacements will be processed by our Bedworld management in Osborne Park, Perth, at our discretion.
Can I cancel my order? For In store buy?
Yes, you can cancel your order prior to delivering the goods. As soon as notify before the fulfilment of your order. If the cancellation occurs after fulfillment, it will be restocking, and cancellation fees with the admin fees, which will be calculated according to the size and value of the order. Generally, 20 to 30% or more depending on the order (which is not our company fault) and circumstances. Custom-made orders (example – headboards, mattresses etc.) special manufacturing items, may incur higher amount of fees on cancellation, and will be advised at the time of your cancellation of the order.
What happens if I change my order?
If you change your order before the delivery date, please contact Bedworld before shipping. Any restocking or alteration or changing fees may apply and will advise when you request to change the order.
I want refund after my order has been delivered. How do you deal with it?
All goods come with manufacturer guarantee (depending on the goods) under Australian consumer law. Your goods are covered by the manufacturer or supplier guarantees for the faulty goods, major defects, or fail to comply with the quality. In this case replacement, or repair offer by the supplier under their guarantee. It takes time to submit the issues and wait for the response from the supplier to get the solution. The store will advise and help to offer you further assistance. We do not provide refunds or returns if you simply change your mind, however if you are eligible for our 30-Night Comfort Guarantee, please click here to review the terms and conditions before contacting the store of purchase.
The mattress I bought does not feel good, what can I do?
Our 30 Nights Comfort Guarantee covers if you are eligible to agree and follow the terms and conditions when you purchase your mattress in store only. The mattress manufacturer warranty is for your mattress construction and feel, but you found feel not good, you need to purchase our approved mattress protector and follow up the terms and conditions please refer to our policy. Please click here to review terms and conditions before contacting the store of purchase.
In-Store Floor Stock Clearance Return and Refund Policy
Any floor stock clearance items (including but not limited to mattresses, bed frames, headboards, and bedroom furniture) are subject to our floor stock clearance policy.
Floor stock items cannot be refunded, returned, or replaced and fall under our strict policy: "as is, where is."
Customers are responsible for thoroughly checking floor stock items prior to purchase. Any pre-existing defects or faults (e.g. scratches) cannot be used as a basis for return or refund.
Online-Exclusive Product: Return and Refund Policy
For online-exclusive products (those listed in the “Online Exclusives Categories” online order only section of our website and not including in-store products), customers are entitled to a replacement only if the item is majorly faulty or defective. We do not offer returns or refunds for change of mind. Customers must provide adequate photographic and/or video evidence and a detailed description of any major product faults too:
Our management will determine how to proceed based on the condition of the goods and the evidence provided. All returns and refunds are handled in accordance with Australian Consumer Law.
We do not offer returns or refunds for change of mind or refund requests involved:
- Health and Safety products
- Bulk purchases
- Products that have been opened (i.e. removed from original packaging)
Note: Online exclusive mattresses via online order only categories are exempt from our 30 Night Guarantee policy. For example, mattresses from the online exclusive Giselle brand do not fall under this guarantee.
Products with SKUs starting with V28, V40, V63, and V77 may have different change of mind policies. Please contact our staff for clarification.
The admin, shipping and bank fees will be deducted if the store agrees to refund, consult with the store first before making any decisions for online exclusive product purchases.
Please note that some online exclusive items may be shipped from warehouses outside Perth, which may affect return shipping times.How to Submit a Change of Mind Request
Before submitting a change of mind request some general information to be considered:
- Please choose carefully as we normally do not refund, unless wrong goods or faulty goods are supplied. Before refunding every endeavor will be made to rectify the fault within reasonable time.
If you wish to submit a change of mind request:
- Email your request to sales@bedworldonline.com.au or bedworldonline@gmail.com
- Provide images or videos showing goods unopened, original packaging and include your reason for return.
- Do not dispose of faulty items, as they may need to be returned for inspection.
- Do not send items back without prior consultation. Refunds will not be provided in these cases.
Returns due to incorrect or incomplete delivery details or unclaimed items will be treated as change of mind returns.
What Happens After a Change of Mind Request is Accepted?
Once a change of mind request is approved:
- If a return label is provided, we will refund the item price and shipping fee, minus return postage and a 20 % restocking fee.
- If no return label is provided, we will refund the item price and shipping fee, minus a 20 % restocking fee.
What If You Change Your Mind Before Receiving the Item?
If a customer changes their mind before receiving the item, we will initiate a Return to Sender (RTS) request.
Once the item reaches the supplier’s warehouse, we will refund the item price and shipping fee, minus a 20% restocking fee.
For any assistance or questions, you may also contact our Bedworld Osborne Park team. We are proud to serve customers locally in Perth and throughout Australia.
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Terms & Conditions
To be eligible for our 30 Night Comfort Guarantee we do ask that you provide proof of purchase of both the mattress and with it a mattress protector (PROTECT-A-BED) purchased at the same time from Bedworld. This way if you do need to return your mattress it will stay in perfect condition.
Not Satisfied yet? No worries.If you’re not satisfied with your new mattress after sleeping on it for 30 nights, it’s no worries, just let us know by reaching out to us at Bedworld and we’ll kindly assist you. Our goal is to help you to wake up refreshed and happy.
*T&Cs apply Terms & Conditions: TAX INVOICE MUST BE SHOWN FOR ANY CLAIMS UNDER THIS POLICY- Please allow for at least 10 nights from the date of the delivery to allow your body to adjust to your new mattress.
- The 30 Night exchange guarantee is only limited to one occurrence per mattress item. No additional replacements will be made after the first.
- The 30 Night exchange period commences after delivery, after it finishes a claim cannot be actioned.
- 5 photographs from different angles, including the base, must be informed to Bedworld to ascertain the condition of the mattress.
- A mattress protector from Bedworld (PROTECT-A-BED) must be purchased at the same time as the mattress purchase and displayed on your tax invoice.
- If a situation arises where the mattress is soiled or damaged in any way the guarantee will be voided, preventing the exchange.
- During reselection, if you choose a lower-priced mattress during exchange, we’re unable to refund the difference. The difference will be payable if a mattress with a greater amount than the original is selected along with an additional $180* service fee; prior to pick up and delivery of reselection. New Delivery charges payable for the new exchange.
- EXCLUSIONS: Custom orders, or special size (caravan mattresses) are exempt from the ’30 Night Exchange’ guarantee. Floor stock Clearance models are also exempt.
Please note that after all information is collected from the customer, the final decision to exchange a mattress is at the discretion of Bedworld. The 30 Night Exchange Guarantee is secondary to the manufacturer’s warranty and is not affected by the additional benefit of this option.