Comfort360 Return and Refund Policy

At Comfort360, we are dedicated to providing our customers with high-quality mattresses and sleep solutions. We understand that purchasing a mattress is a significant investment, and we want you to feel assured in your choice. Our return policy is designed to offer a fair and transparent process while maintaining our commitment to hygiene, product quality, and customer satisfaction.

100-Day Mattress Trial

We offer a 100-day trial to allow you to experience your mattress in the comfort of your home. However, due to hygiene reasons, we do not accept returns for hygiene-sensitive items like mattresses unless the following conditions are met:

Conditions for the Trial and Returns:

• Return Fee: A return fee of $299 will apply for mattress returns within the 100-day trial period.
• Self-Arranged Return Shipping: Customers must arrange and pay for return shipping. Mattresses must be securely packed.
• Return Requirements: The mattress must be in good condition, free from stains, damage, odors, mold, or any misuse.
• Mattress Protector Requirement: A mattress protector must be used from the start. Returns will be denied if a protector was not used.
• Minimum Trial Period: Customers must try the mattress for at least 30 nights before initiating a return.
• One Trial Per Household: Limited to one return per household, per order, per customer.
• Exclusions: The trial does not apply to pillows, mattress protectors, bed bases, headboards, or clearance items.
• Original Buyer & Address Requirement: Returns must come from the original buyer and delivery address.

100-Day Trial Eligibility

The 100-Day Trial is not applicable to all products. Please check the product description to confirm whether a specific product or bundle qualifies for the trial.

Excluded Products

It is confirmed that the 100-Day Trial does not apply to the following items unless explicitly mentioned in the product description:

• Pillows
• Mattress Protectors
• Clearance Items
• Other products where the trial is not specified

Why We Do Not Accept Returns for Hygiene Reasons

For health and hygiene reasons, we cannot accept returns for mattresses that have been used. Once a mattress has been opened and slept on, it cannot be resold.

Try Before You Buy – Visit Our Display Center by Appointment

To help you make an informed purchase, visit our Comfort360 Display Center in Doreen, Melbourne. Here, you can test our mattresses before buying.

Faulty or Damaged Products

If your product arrives damaged or faulty, notify us within 48 hours of delivery. To file a claim, provide:

• Order number
• Description of the issue
• Photos or videos showing the fault

If approved, we will offer one of the following solutions:

• Replacement of the faulty product
• Repair of the faulty product
• Refund (if replacement or repair is not possible)

Refund Process

• Refunds are processed within 14 business days after inspection.
• The refund amount will be issued minus the $299 return fee.
• Any shipping costs paid by the customer are non-refundable.
• Refunds will be processed using the original payment method.

Updates to This Policy

Comfort360 reserves the right to update or modify this policy at any time without prior notice. Changes will be effective immediately upon posting on our website.

Contact Us

For any questions or concerns, contact our customer service team at:

📧 Email: hello@comfort360.com.au