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 repair for a major failure and for compensation for any other reasonably foreseeable loss or damage.
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 and shorten the warranty period.
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 coming to our showroom to try our mattresses before purchase. It is because 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.
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. The second delivery attempt is at the customer's cost.
After the acceptance of delivery or after a mattress is picked up from our warehouse strictly NO swap/exchange is offered. If you believe laying down on mattresses in the showroom for a few minutes is not enough to choose the right mattress then DO NOT proceed with your order and ask us for alternative options.
What Is Mattress Warranty?
This 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.
Each mattress is entitled to only one claim. It means if under warranty you are given a second mattress, this second mattress will not come with a warranty.
The warranty is only for the benefit of the original purchaser of the product and is non-transferable. Proof of purchase and ID is required.
Visco-elastic (Memory/Gel) foams are temperature sensitive and feel variation may occur depending on room temperatures.
Repair or replacement of defective parts or products is at the discretion of Mattress Island.
Our 10-year warranty is simple and easy to follow: (1, 3, and 5-year warranty are calculated the same way based on the length of warranty)
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)
Lumpiness or uneven surfaces caused by not using the entire surface of the mattress evenly.
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