Returns & Exchanges
We know how important good sleep is. That’s why we want you to be completely happy with your Naptime mattress. Need to swap it? We make it as straightforward as possible, so nobody loses sleep.
Goodnight Guarantee
It takes at least 30 nights to adjust to a new mattress, so give it a month. If you're still not loving it, let us know and we'll help make things right. You've got 100 nights from delivery, and claims can be made after the first 30 nights.
Covers the Naptime Core, Flip and Cloud mattresses only. It doesn't cover Naptime Ease, Last Chance mattresses, the Stay sofa bed, bed bases, headboards, manchester or toppers. Use a mattress protector the whole time. Full terms
Changed Your Mind?
Changed your mind about pillows or manchester? You have 7 days from delivery to request a refund. For health reasons, items must be unused, unopened and in their original packaging, and you organise and pay for return shipping.
Mattresses aren't returnable for change of mind (Core, Flip and Cloud come with the Goodnight Guarantee instead). Bed bases, headboards and sofa beds can't be returned for change of mind.
Faulty or Damaged Goods
Sometimes, things happen in transit. If your order arrives damaged or something isn't right, let us know with your order number and a few photos. We'll organise a repair, replacement or refund under the Australian Consumer Law, so you can get back to sleep sooner.
What We Can’t Accept
These items can't be returned for change of mind or under the Goodnight Guarantee:
- Mattresses used without a mattress protector
- Stained, soiled, wet or torn items
- Opened or used pillows and manchester
- Custom or made-to-order products
- Change of mind on clearance or floor stock, including Last Chance mattresses
This doesn't affect your rights if an item is faulty.
What We’ll Refund
Goodnight Guarantee returns: collection is free through our charity partner and you don't need the original packaging. We refund once the mattress has been collected, minus any delivery charge you paid. If your order shipped free, nothing is deducted.
Prefer an exchange? It's one-off: if the new mattress costs less, the difference isn't refunded; if it costs more, you pay the difference. Delivery for the replacement is charged at our normal rates.
Change of mind: we refund the item price once it arrives and has been checked, minus any delivery charge you paid.
How to Return/Exchange
Step One
Email our support team with your order number, what you're returning, why, and photos if relevant.
Step Two
We'll confirm whether it's eligible and walk you through what happens next: a charity collection, a return address, or a repair, replacement or refund.
Step Three
Once your item has been collected or received and checked, we'll refund your original payment method or send your exchange.
Why it Works
Sleep is so important to us. That’s why we want to make sure you’re totally happy and sleeping soundly.
We understand that choosing a mattress online requires a bit of trust – and we don’t want you to lose any sleep over it.
Because when you sleep well, we can too.
