Returns Policy
Return Policy for Change of Mind
We want you to shop with confidence, knowing that you have the option to return your purchase if you have a change of heart. We offer exchanges or refunds under the following conditions:
- You possess proof of purchase, either the tax invoice accompanying your order confirmation, or the packing slip enclosed with your parcel.
- The purchase was made within the last 14 days.
- The product remains in its original condition with all packaging and labels intact, and has not been washed, worn, or used.
For reasons of hygiene, certain items such as quilts, pillows, toppers, mattress and pillow protectors, underblankets, or mattresses cannot be exchanged or refunded unless there is a valid legal claim (see below). Please exercise caution when selecting these items before making a purchase.
Returns will be credited using the original payment method. Postage charges for returns are non-refundable.
Our ‘change of mind’ returns policy provides additional benefits beyond those outlined in the Australian Consumer Law.
In cases where a ‘Gift with Purchase’ was provided, all gifts must be returned along with the purchased item.
Warranty Claims
Pillow warranties vary between 6-12 months.
We are committed to upholding our responsibilities under the Australian Consumer Law by offering exchanges, refunds, or compensation in cases where an item presents a major problem. A major problem arises when the item:
- Exhibits a flaw that would have deterred you from purchasing it had you been aware of the issue;
- Poses a safety hazard;
- Differs significantly from the description or sample provided to you; or
- Fails to perform as promised or requested and cannot be easily rectified.
If the issue is not deemed major, we may opt to repair the item within a reasonable timeframe.
For warranty claims, proof of purchase is necessary, and we retain the right to assess the condition and age of returned goods before offering an exchange, refund, compensation, or repair.
Items can be sent via post to:
Best Pillows Pty Ltd
PO BOX 3048
MYAREE 6154
WESTERN AUSTRALIA
For postal returns, kindly contact our customer care centre beforehand to obtain a returns ID.
Should you have any questions regarding warranties or returns, our friendly customer care team is here to assist you. You can reach us via email at [email protected]