Please check products that you receive thoroughly as soon as received and ensure that all components and parts you have ordered are included.
Returns and exchanges can be facilitated through our customer service centre through email [email protected] or telephone (03) 9005 7445. Due to health and safety regulations, any item that may have come into direct bodily contact CANNOT be returned. The Australian Health Regulation does not permit the exchange of a used pillow. We recommend you carefully review any orders before adding them to your shopping cart and proceeding with you order. You must not attempt to return any goods before having so communicated with us. Where we accept such returns, you agree to follow any directions regarding postage and packing in relation to the item in question. Where you have purchased a product through a third party supplier listed on our website, that supplier will contact you to discuss the process for such return. We will use reasonable endeavours to assist you where you are unable to contact the supplier for any reason.
Consumer Guarantees do not apply where in the our opinion the goods became unacceptable due to customer’s misuse or mishandling, damaged after delivery, failure to use the goods in accordance with manufacturer’s care instructions, or failure to take reasonable care. Please note that goods must be returned within a reasonable period. We can not accept returns after a 30 day period, unless there is a manufacturing fault. After you have contacted Ultimate Sleep within 48 hours, and you may be asked to demonstrate that the problem with the goods was not your fault.
We will accept a return (for change of mind reasons) of a product that is unopened, unused, in as new and saleable condition within 7 days of your receipt of the item, provided that you have arranged this in advance with Without limiting any other provision of our Terms and Conditions, we do not accept returns for change of mind reasons on custom ordered products.
Where your product arrives damaged through delivery please notify us within 2 days of receipt. We may require you to complete a return form and provide us with photographs of the damage for our further assessment. We will liaise with you to discuss the return process for damage that we believe was caused during delivery. Unless the law requires us to do otherwise in the circumstances, we will arrange a replacement or give you a store credit for the purchase price.
Our return procedures are in accordance with our Terms and Conditions.
Your product comes with a 12 month manufacturer’s warranty unless stated otherwise.
The Australian Consumer Law protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the Law requires that goods must be free of defects and do what they are meant to do.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a “major failure” if the goods fail to be of acceptable quality. 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”. Consumer Guarantees have no set time limit – depending upon the price and quality of goods, consumers may be entitled to a remedy after any manufacturer’s warranty or extended warranty has expired. Where you return goods because they are defective or otherwise falling short of the Consumer Guarantees, then we will reimburse you the charges associated with returning the goods. Please contact us to arrange this and obtain a return authorisation in accordance with our returns policy detailed in clause 7 of our Terms and conditions.
We aim, but do not guarantee, to process refunds and replacements within 30 days of receipt by us of your returned original product.
You must retain your proof of purchase for any manufacturer warranty claims and notify us within a reasonable time from the defect becoming apparent. In many cases this may be 7 days from purchase but in some circumstances this may be longer.
We will be under no obligation to replace products or provide a refund where the product has become of unacceptable quality due to circumstances such as misuse, failure to use in accordance with the manufacturer’s reasonable instructions, using the product in an abnormal way or failing to reasonably care for the products.
We will issue refunds by direct deposit, cheque or PayPal at our election.