Warranty & Terms
We understand it can take time to adjust to a new mattress that is why at Naptime we offer a 30-night comfort guarantee. If you’re not completely satisfied within 30 nights, you may return your mattress for any reason. All good things take time!
To be eligible for a return, you must sleep on your Naptime mattress for a minimum of 14 nights. It can take anywhere between 2-4 weeks for your body to adjust to a new mattress. If you are not completely satisfied just contact us within 30 nights of delivery to initiate a return. We never resell a used mattress! Your original mattress will be donated to our nominated charity to help those in need.
We are confident you will know within 30 days whether this mattress is right for you. By offering a 30-night guarantee to our customers also enables us to donate the mattress to a charity. The less time a person has to soil the mattress the better the mattress will be for those really in need. This is a win-win for you and the charity and who doesn’t love winners?!
We strive to make the returns process as easy as possible by providing free pick-ups Australia-wide*. Once you contact us, we will organize a pick-up from one of our partner charities. Collections may take up to 14 business days and will occur during business hours. However, there are some areas that they may not reach. For areas outside of metro and regional cities where our partner charities may not reach, you will have to contact other local charities that may pick up from your area. If all avenues have been exhausted, we may ask for your help to deliver to your nearest charity. Once you send in your donation receipt, we will issue your full refund.
Please note that, in all cases, the original receipt showing proof of purchase is required. Any mattress that has mould, dirt, stains, smells, or bed bug infestations resulting from poor mattress care are no longer eligible for a mattress return or replacement. It is at the discretion of the charity if they will accept the mattress or not. If they do not accept the mattress collection no refund will be issued. This policy is limited to one (1) mattress to be returned per household. Please contact us directly no later than 30 nights after delivery of your mattress.
The Naptime and Naptime 2.0 mattresses can take up to 2 weeks to fully decompress and come to their full size. Please note, this is normal for any vacuum sealed mattress. If you wish to get in contact with us about the rebound of your mattress please feel free to do so.
Refunds and returns
Other than in accordance with Naptime’s 30 Night Guarantee, (or when a fault is deemed a major fault), Naptime is not required to provide refunds.
No refunds are available for services where goods are not offered.
In order to facilitate a return under these Terms and Conditions, Customers must e-mail firstname.lastname@example.org
The customer must comply with directions from Naptime staff to facilitate a return. Returned Goods must be returned in their original packaging with all accessories, and must not show signs of defects/damaged. If a returned item is found not to be in its Original Condition by Naptime (at its sole discretion), Naptime reserves the right to refuse a refund or decide to only 50% or less of the product price paid in full by the customer. If the customer arranges to return the Goods themselves, it is the customer’s responsibility to ensure that returned items are returned safely and in its Original condition. Naptime takes no responsibility for items lost in transit.
Naptime considers that an item that has been damaged in transit or contains a fault that is unique to the actual item sent to the customer, and therefore would not be expected to be a fault existing in a replacement, not to be a major fault in any circumstances, withstanding the extent of said damage.
Each Product sold on the Website is covered by a minimum 12 month Naptime Standard Warranty. This is an addition to the warranties guaranteed under the Australian Consumer Law.
Naptime warrants all goods for the period of the warranty under normal usage, to be free from defects in material and workmanship.
Naptime’s liability under this warranty is to repair, provide spare or replacement parts, or replace entirely any part or product covered by this warranty free of charge (subject to clause 11.8).
This warranty does not cover:
- Normal wear and tear;
- Damage arising from abnormal use, or abuse, or placement in inappropriate locations;
- Products which have not been maintained, or which have been modified;
Naptime requires any customer requesting services in accordance with this warranty to provide to comply with directions from Naptime staff in order to facilitate the investigation of the warranty claim, and the provision of repair and/or spare parts and/or replacement solutions from Naptime (where applicable). Such directions will usually include the provision by the customer of a detailed description of the warranty service requested and photos and videos (where appropriate).
Naptime is not required to provide warranty services in accordance with this warranty unless the customer complies with the previous subparagraph, because in the absence of provision by customers of the description and images, naptime is unable to investigate and provide an appropriate solution.
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 and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.
Insignificant variations in advertised dimensions or colour or grain or finish (as between Goods received by a Customer and images or descriptions shown on the Naptime website), or damage to packaging only, is not covered by this warranty.