Terms and Conditions

Simply Aussie Mattresses – Warranty, Pre-Order, and Delivery Policy

This document outlines the official policies of Simply Aussie Mattresses regarding product warranties, custom/pre-orders, and deliveries. These terms are designed in compliance with Australian Consumer Law (ACL) and are intended for publication on our website, for printing, and for communication to customers. All customers are advised to read these terms carefully before making a purchase.

1. Warranty Policy

1.1 Warranty for Bed Frames:

Simply Aussie Mattresses provides a limited structural warranty of 1 year on all bed frames purchased from us. This warranty covers defects in materials and workmanship that result in structural failure of the bed frame under normal domestic use. For example, severe cracks or breaks in the frame that affect its functionality or safety are covered. The warranty period begins from the date of delivery to the original purchaser and is non-transferrable.

• Remedies (Bed Frames):

  If a structural defect covered by this warranty is confirmed, Simply Aussie Mattresses will, at its option, repair or replace the bed frame (or the defective part) without charge . Repair or replacement is the sole remedy under this warranty. The customer must notify us of the defect within a reasonable time and provide proof of purchase and evidence of the defect (e.g. photos). We may require inspection of the item to validate the claim. No refunds will be issued under this warranty policy except as required by law – this warranty does not give the right to a refund for a minor fault or a remedy outside repair/replacement . If a major failure is determined under ACL standards, the customer may be entitled to choose a refund or replacement as required by ACL (see Section 4 below) . Any expenses associated with a valid warranty claim (such as return shipping to our facility for assessment) will be covered by Simply Aussie Mattresses, and we will arrange for any repaired or replacement item to be delivered back to the customer at our cost. If a claim is not deemed valid (e.g. the fault is not covered or no defect is found), the customer may be responsible for any transport or inspection costs incurred, to the extent permitted by law.

1.2 Warranty for Mattresses:

All mattresses sold by Simply Aussie Mattresses include a strict limited warranty of 10 years from the date of delivery, covering manufacturing defects in the mattress. This warranty ensures the mattress will be free from defects in materials and workmanship that would make it unfit for normal use . Covered defects typically include: extensive sagging or body impressions greater than 35mm (1.5 inches) that occur despite proper support , physical flaws in the foam or springs such as broken coils or wires that significantly diminish the mattress support , and faults in the assembly (e.g. split seams or stitching issues that affect integrity) . The mattress must be used on an appropriate, supportive base or frame to remain eligible for warranty coverage (an unsupportive or improper foundation may cause damage that is not covered). This warranty is valid only for the original purchaser and is not transferable; proof of purchase is required for all claims.

• Exclusions (Mattresses):

  The mattress warranty will not cover conditions that are due to normal wear or customer misuse rather than manufacturing defects . Normal wear and tear (including gradual softening of foams or flattening of pillow-top materials over time) is expected and not considered a defect . Comfort preference or subjective feel (e.g. if the mattress is too firm or too soft for an individual’s liking) is not covered . Minor sagging or body impressions less than the specified 35mm threshold are considered normal use and not covered. Damage resulting from improper use or care, such as using the mattress on an inadequate base, not rotating the mattress as recommended, or using it in an unsanitary condition, will void the warranty . Accidental damage or abuse (such as stains, cuts, burns, or liquid damage) is not covered by the warranty – we strongly recommend using a mattress protector to prevent stains or spills, as any significant staining or soiling may void this warranty. Additionally, any mattress sold “as-is” or used (for example, floor models or clearance stock) or any mattress that has been re-sold by the original purchaser is not covered.

• Remedies (Mattresses):

  In the event of a covered mattress defect, Simply Aussie Mattresses will repair the mattress or offer a replacement mattress of the same or similar model at our discretion . The remedy is limited to the repair or replacement of the defective mattress (or defective component, such as a mattress cover). This warranty does not entitle the customer to a refund except where required under ACL for major failures . We reserve the right to substitute materials or models of equal quality if the original model is no longer available. Any approved warranty replacement does not extend the original warranty period; the warranty term is counted from the original delivery date and remains the same for the replacement. To make a claim, the customer should contact Simply Aussie Mattresses’ customer service with proof of purchase, a description of the issue, and photographs or other evidence of the defect. We may arrange an inspection or ask for additional information to evaluate the claim. If the claim is validated, we will cover reasonable costs of returning the mattress or sending out an inspector, and we will bear the costs of delivering the repaired or replacement mattress back to the customer. If the reported issue is found not to be a defect covered by this warranty, we will notify the customer, and the product will be returned to the customer (or left in place) at the customer’s expense, unless otherwise required by law.

1.3 General Warranty Conditions (All Products):

The warranties above are voluntary manufacturer’s warranties (warranties against defects) offered by Simply Aussie Mattresses and are provided in addition to any rights and remedies you have under Australian Consumer Law . Nothing in this Warranty Policy excludes, restricts, or modifies the consumer guarantees under the ACL. In the event of a major failure of a product, or other circumstances where a remedy is required by law, you are entitled to the remedies outlined under the ACL (see Section 4 below for a summary of your ACL rights) regardless of the terms of our limited warranty. To the fullest extent permitted by law, Simply Aussie Mattresses’ liability is limited to the repair or replacement of the product under this warranty policy. We do not accept liability for any loss of use, inconvenience, or incidental or consequential damages that are not reasonably foreseeable and not required to be compensated under the ACL. The benefits provided by our warranty are in addition to other rights and remedies available to consumers under law .

2.Pre-Order and Custom Order Policy

This section applies to custom-made products ordered to a customer’s specifications, as well as pre-orders for products that are not yet in stock or are specially ordered on the customer’s behalf. These orders involve special terms due to their bespoke or reserved nature.

• Deposits for Custom Orders:

  All custom orders require a 50% deposit of the total purchase price at the time the order is placed. The deposit is required to confirm the order and initiate production of the custom item. By paying this deposit, the customer acknowledges that the order is bespoke and that the deposit is non-refundable in cases of cancellation or change of mind . (Non-refundable deposits are permissible under Australian law so long as the terms are clear and the amount is reasonable to cover the business’s costs . Simply Aussie Mattresses commits resources and materials to custom orders, so the 50% deposit is a fair and reasonable estimate of our costs if an order is cancelled.) The deposit will be applied toward the final purchase price of the product.

• No Cancellation Policy:

  Once a custom order is placed and the deposit paid, the order cannot be cancelled or modified by the customer due to the unique nature of custom products. Because custom-made or personalized items are crafted to the customer’s specifications, Simply Aussie Mattresses is not obligated to accept a cancellation or to offer a refund if you simply change your mind or no longer want the product . All sales of custom-made items are final, and the 50% deposit will be forfeited if the customer fails to proceed with the purchase. We urge customers to carefully review their specifications and ensure all details are correct before confirming a custom order. In the unlikely event that Simply Aussie Mattresses is unable to fulfill the custom order (for example, due to inability to source materials or other unforeseen business circumstance), we will contact the customer to discuss alternatives or provide a refund of the deposit. This no-cancellation policy does not affect your rights under the ACL – if the delivered custom product has a defect or does not match the description or specifications, you may be entitled to a remedy such as repair, replacement or refund as appropriate under consumer guarantees .

• Pre-Orders:

  For pre-order items (standard products that are reserved in advance of stock availability or incoming shipments), a deposit may be required as specified at the time of the preorder. Simply Aussie Mattresses will inform the customer of any required pre-order deposit or upfront payment. Once a pre-order is confirmed (deposit or full payment made), the order is considered binding and cancellations are not permitted except as required by law. Pre-ordered items are allocated specifically for the customer, which may prevent us from selling that unit to other customers, hence a no-cancellation policy also applies to secure pre-orders. If a pre-order requires a deposit rather than full payment, the remaining balance must be paid in full prior to dispatch or delivery, as notified by us when the product arrives in stock. We will contact you when the preordered item is ready and request any remaining payment at that time. Failure to pay the remaining balance within the timeframe specified may result in cancellation of the order and forfeiture of the deposit, unless otherwise agreed. If for any reason Simply Aussie Mattresses cannot supply a preordered product (e.g. the product is discontinued or our supply falls through), we will refund any deposit or payment made for that pre-order in full.

• Full Payment Before Delivery:

  Whether an order is custom or pre-order (or a combination thereof), full payment of the purchase price must be received before delivery is scheduled or dispatched. Simply Aussie Mattresses will not release or deliver products that have not been paid in full. For custom orders, once the product is completed and ready for delivery, we will inform the customer of the balance due. The customer must pay the remaining balance prior to scheduling delivery of the item. We aim to dispatch all products within one working day after full payment is made (for items that are in stock or have arrived from a pre-order). If a customer fails to pay the remaining balance within a reasonable period after being notified of availability, we reserve the right to treat the order as cancelled (and, for custom items, to retain the deposit to cover our costs, to the extent permitted by law). For any standard (non-custom) orders that are placed through pre-order with full payment upfront, the full amount will be held as a payment against that order, and the order will be fulfilled once stock is available; no cancellation by the customer is permitted in the interim except as allowed by law or by our discretion in exceptional cases. Simply Aussie Mattresses maintains a strict no-refund policy for change-of-mind purchases on all standard (non-custom) products once an order has been confirmed. This includes, but is not limited to, incorrect size selection, change in personal preference, delivery timing issues, or ordering in error. Cancellation requests made prior to dispatch may be accepted at the sole discretion of Simply Aussie Mattresses and will incur a 20% cancellation surcharge to cover administrative, warehouse handling, allocation, and restocking costs, with any remaining balance refunded to the original payment method. Once an order has been dispatched, prepared for dispatch, or allocated to a delivery route, no cancellations, refunds, or changes will be accepted.

3. Delivery Policy

Simply Aussie Mattresses is committed to delivering your products in a safe and timely manner. By default, our delivery service is doorstep delivery only, and customers may need to make arrangements for moving items inside their premises. The following terms apply to delivery of all orders:

• Standard Delivery (Doorstep Only):

  Standard delivery is performed by a single delivery driver and is to the customer’s doorstep only (for houses, this means to the front door or ground floor entry; for apartments or units, this means to the main entrance or ground level lobby) . Our delivery personnel are not required to carry items inside the home, upstairs, or to specific rooms as part of standard delivery service. Once the item is delivered to the doorstep, it becomes the responsibility of the customer to safely transport it inside. We recommend having an able person available to assist in lifting and carrying the product indoors, especially for large or heavy items (e.g. mattresses, ensemble bases). Simply Aussie Mattresses and our carriers will take reasonable care to deliver the goods to your door, but we will not be liable for any damage to property or the product if you request our driver to carry the item beyond the doorstep as a courtesy. If the delivery address has particular access challenges (such as stairs, no elevator, or long carry distances), please notify us in advance – additional fees or special arrangements may be necessary for such situations.

• Two-Person or In-Home Delivery:

  For customers who require additional assistance, twoperson delivery (or “white glove” delivery service) can be arranged at an extra cost (To Be Advised) . Two-person delivery typically includes placement of the item in the room of choice, and can include basic assembly or removal of packaging if arranged, depending on the service level offered (details and pricing for any enhanced delivery service will be provided upon request, as it may vary by location and product). If you need upstairs delivery, in-home placement, or have a bulky item that one driver cannot handle alone, additional charges will apply for the required extra personnel or equipment . Simply Aussie Mattresses will quote the cost (marked as “TBA” – to be advised) for twoperson or special delivery services based on the circumstances (such as the number of flights of stairs, distance from vehicle to placement site, etc.). The customer must agree to any such extra charge before we schedule the specialized delivery. If two-person delivery is not requested in advance, and the delivery team determines upon arrival that it is unsafe or not possible to complete the delivery with a single driver (e.g. a large bed frame to a higher floor with no lift), the delivery may be rescheduled and an extra fee may be incurred for the second attempt with two staff. We appreciate your understanding that these policies ensure the safety of our staff and the proper handling of your furniture.

• Delivery Scheduling and Payment:

  Deliveries will be scheduled once full payment has been received for the order (as noted in Section 2, all orders must be paid in full before dispatch or delivery). For custom orders, this means delivery will not be booked until the final balance after the deposit is paid. Simply Aussie Mattresses will contact you to arrange a delivery day and time window once your items are ready and paid. We strive to accommodate reasonable scheduling requests, but the actual delivery date may depend on routing and availability in your area. Standard deliveries are usually made on weekdays during business hours (special arrangements for weekend delivery or specific times may incur additional fees or may not be available in all cases). If a scheduled delivery is attempted and no one is available to receive the goods at the agreed time, a re-delivery fee may apply for the subsequent attempt, so please ensure someone is present or give authority to leave the goods if appropriate and safe. We currently deliver to addresses in our service area within Victoria, Australia . For deliveries outside of Victoria or remote/regional areas, additional transit time and freight charges will apply, and some products may not be available for shipping to certain distant locations . Any applicable shipping or handling fees will be disclosed at the time of purchase or soon thereafter once we have delivery details.

• Customer’s Responsibility Upon Delivery:

  Our team will deliver to the doorstep as described; the customer is responsible for promptly inspecting the goods and bringing them inside. Risk in the goods passes to the customer upon delivery to the designated drop-off point. Please inspect the packaging and product (to the extent possible without unboxing fully) in the presence of the driver if you can. If there is any noticeable external damage to the package or the product at the time of delivery, note this with the delivery driver and inform us as soon as possible. If you discover any damage or fault after unpacking the item, you must inform Simply Aussie Mattresses within a reasonable timeframe. We will work with you to address any transit damage or product defect issues in accordance with our warranty and the ACL. Note that if you authorize us to leave the goods unattended (Authority to Leave), or no one is present to receive the delivery, you assume responsibility for any loss or damage that occurs after the item is dropped off. We strongly advise that you do not schedule a delivery for a day when you cannot be available to receive it, due to the size and value of the items.

• Assembly and Installation:

  Standard delivery does not include assembly or installation of products. Most bed frames will require self-assembly. Detailed instructions are provided with our products, and customers are responsible for assembling furniture items themselves unless otherwise agreed in writing. If you require assembly service, please inquire – we may offer assembly at an additional charge or refer you to a third-party service if available. Any assembly service, if arranged, will be subject to separate terms and fees (TBA based on the product complexity and location).

• Delivery Delays:

  We aim to dispatch and deliver orders promptly under normal conditions (typically, in-stock items are delivered within 1–3 working days after dispatch, depending on your location) . However, delivery times are estimates and not guaranteed. Factors outside our control (such as courier delays, traffic, weather, or high demand seasons) may affect delivery schedules . Simply Aussie Mattresses is not liable for any loss or inconvenience due to delivery delays. If there is a significant delay in delivering your order, we will communicate with you and do our best to resolve the situation. If we are unable to deliver a product within a reasonable time, you may have rights under consumer law to cancel the purchase – we will abide by any such requirements under the ACL.

© 2026 Simply Aussie Mattresses. All rights reserved. This policy document may be updated from time to time. The information contained here in is current as of the date of publication and is intended to be consistent with Australian Consumer Law. In the event of any ambiguity or inconsistency, statutory law will prevail.