Refund policy
Returns & Refunds
We want you sleeping well. How a return works depends on what you bought and why it's coming back. Here's how each one works.
Your rights under Australian Consumer Law
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 the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.
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.
Goodnight Guarantee: Naptime Core, Flip and Cloud
It takes at least 30 nights to adjust to a new mattress. 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. Claims can be made after the first 30 nights.
- Covers the Naptime Core, Naptime Flip and Naptime 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 and keep the mattress in good condition.
- We'll work with you to fix the comfort issue first. If we can't, we'll approve a return.
- Prefer a different mattress? You can exchange instead of a refund. Your mattress is still collected by our charity partner. If the new mattress costs less than yours, the difference isn't refunded. If it costs more, you pay the difference.
- An exchange is one-off. Your replacement mattress doesn't come with a new 100 nights and can't be exchanged or returned under the Goodnight Guarantee. Delivery for your replacement mattress is charged at our normal delivery rates.
- Collection is free through our charity partner, and you don't need the original packaging.
- Your refund is processed once the mattress has been collected, minus any delivery charge you paid. If your order shipped free, nothing is deducted.
Full terms: naptime.com.au/pages/goodnight-guarantee
Change of mind
Changed your mind about pillows or manchester? You have 7 days from delivery to request a refund.
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.
- For health reasons, items must be unused, unopened and in their original packaging.
- You organise and pay for return shipping.
- We'll refund the item price once it arrives and has been checked, minus any delivery charge you paid. If your order shipped free, nothing is deducted.
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
This doesn't affect your rights if an item is faulty.
How to start a return
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. That's a charity collection for Goodnight Guarantee mattresses, a return address for change of mind, or a repair, replacement or refund for faulty goods.
Step three: Once your item has been collected or received and checked, we'll process your refund to your original payment method, or send your exchange.
