Terms and Conditions
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and for 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.
Please choose carefully however as we do not refund simply for a change of mind or circumstances. Once purchased, any change of mind regarding the firmness/softness, size, or the material used in the mattress is not acceptable.
Outer fabric may vary between showroom/website mattresses and purchased ones for supply availability reasons. Prior to purchase, please feel free to ask to inspect a sample of the outer fabric used on your chosen mattress.
Mattresses lose their quality by 5-10% every year (known as normal wear & tear). Being overweight would speed up this process.
There is an unavoidable variation in softness/firmness between mattresses at the showroom and the brand new one delivered to you. This is mainly due to the variation in raw material from suppliers, size of the mattress and the difference between a few months/years old mattresses at the showroom and the brand new/fresh one delivered to you. We strongly advise customers to come and try their actual mattress when it is ready and just before delivery.
Regarding online or phone orders, we strongly recommend that our customers test our mattress in the showroom to ensure satisfaction. Each manufacturer has its own understanding and standard of firmness/softness.
Mattresses are delivered (by one man) to the front door of your house or the main entrance of your block/apartment/building. Any possible help from our delivery staff is voluntarily. It will be at the customer’s risk if the mattress, furniture in your house, building, flooring, lighting, etc. gets damaged during movement from the point of delivery to anywhere you want to put the mattress regardless of the circumstances of the incident.
Mattress Island follows Australian Standard Bed Sizes. It is the customer's responsibility to order the right size. Ask for assistance if you need the dimensions of the mattresses.
It is the customer's responsibility to make sure mattresses and bases fit in lifts or hallways/staircases.
It is the customer's responsibility to inspect the item at delivery and before they accept it. Any damage that occurs after acceptance of the mattress is the responsibility of the customer.
At the nominated delivery time you need to:
be physically present at the address or arrange someone 18+ to take the delivery and help our driver to unload the mattress.
be reachable by mobile phone number printed on the invoice.
The maximum waiting time for our delivery staff is 10 minutes. If after that, you do not show up, or you do not take the delivery, the item/s will be returned to our warehouse and you will need to arrange to pick up yourself.
Our delivery charges are 30% discounted However, delivery with this rate is offered just one time for each order. This means if for any reason (warranty, second time delivery, etc) our delivery service is required the full rate will be applied.
What Is A Warranty?
A warranty protects the consumer from manufacturing defects that would require repair or replacement. Defects include Coils or wires that are broken or piercing through fabric. Sagging, that measures 5cm or greater (being properly measured). Only if the mattress has been continuously supported by appropriate ad solid foundation.
Our warranty does not cover problems that, in our absolute discretion, are the result of misuse, mishandling or failure to meet the manufacturer's instructions.
Don't allow anyone to stand or jump on your mattress. It is an example of abuse and it is not covered by this warranty.
The warranty is only for the benefit of the original purchaser of the product and is non-transferable. Proof of purchase is required.
Visco-elastic (Memory/Gel) foams are temperature sensitive and feel variation may occur depending on room temperatures.
Our 10-year warranty is simple and easy to follow:
Repair or replacement of defective parts or products is at the discretion of Mattress Island.
First 12 months from original date of purchase, Mattress Island will cover 100% of the repair cost or replacement value for any verified defect. Months 13 through 24 from the original date of purchase, Mattress Island will cover 90% of the repair cost or replacement value for any verified defect. Months 25 through 36 from the original date of purchase, Mattress Island will cover 80% of the repair cost or replacement value for any verified defect. Months 37 through 48 from the original date of purchase, Mattress Island will cover 70% of the repair cost or replacement value for any verified defect. Months 49 through 60 from the original date of purchase, Mattress Island will cover 60% of the repair cost or replacement value for any verified defect. Months 61 through 72 from the original date of purchase, Mattress Island will cover 50% of the repair cost or replacement value for any verified defect. Months 73 through 84 from the original date of purchase, Mattress Island will cover 40% of the repair cost or replacement value for any verified defect. Months 85 through 96 from the original date of purchase, Mattress Island will cover 30% of the repair cost or replacement value for any verified defect. Months 97 through 108 from the original date of purchase, Mattress Island will cover 20% of the repair cost or replacement value for any verified defect. Months 109 through 120 from the original date of purchase, Mattress Island will cover 10% of the repair cost or replacement value for any verified defect.
The warranty does not cover the following conditions or occurrences:
Improper installation or use as all mattresses are designed to be fully supported by a solid flat foundation. Using box springs must be strictly avoided as they damage both foam and spring mattresses seriously
Body impressions less than 5 cm
Size allowance of +/- 2cm
Mattresses which are not free of any stains, rips, tears
Softening of the mattress under normal use as all foams eventually become soft
Consumer abuse or misuse of mattress that results in the product being damaged such as but not limited to spilling fluids, cuts, staining, etc
Normal wear, tear or imperfections that occur through normal use of mattress through the warranty period
Mattress Odour: as in any upholstery, new mattress may have odour that will fade with time.
Medical conditions, allergies, back pain or other health claims from product use
Losing your job from severe oversleeping resulting in numerous company reprimands!
Fabric wear due to normal use
Damage caused by insufficient turning/rotation of the mattress
The product has been modified, incorrectly adjusted or operated, subjected to incorrect electrical supply or inconsistent electrical supply or used with inappropriate accessories such as but not limited to electric blankets or electric bed sheets
The product has not been used or maintained in accordance with the manufacturer’s instructions as provided on the website
Damage due to incorrect storage. Pocket spring/ Gel Foam/ Memory Foam/ Latex mattresses should be stored flat
Incorrect choice by the purchaser
Minor manufacturing irregularities
Border wires and spring coils found to be bent due to inappropriate handling, folding
Minor manufacturing anomalies that do not impact the performance of the bed (e.g. mis-stitching on quilting or the edge tape or mattress border)
Use for commercial, rental or other business purposes (unless it is clearly mentioned on the invoice)
"Stock Clearance" and "sold as is" mattresses. The original receipt is required
Transportation and inspection cost