What if I don’t like my new mattress?


That's ok! Just try it for 2 weeks first

Your back is used to a worn out mattress and it usually takes 2 weeks to adjust to a new mattress.

Wearing it in

Everybody is slightly different, if you have larger hips it will take slightly longer for the mattress to adapt to your body.

Yep, I still don't like it

Ok, so you’ve tried it out and you still aren’t happy. Thats fine with us, If the pickup address is the same as the delivery address we’ll send someone out to pick it up.



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 for compensation for any other 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.On the mattress guarantee any part of the bed or the mattress develops a fault within the specified warranty period the company will replace that part free of charge.“Ausbeds” offers a guarantee which is only for the benefit of the original purchaser (‘the purchaser’) of the product, and is non-transferable.The Warranty will cease to apply if the product is found to have been mistreated or damaged, or if the product has not beenmaintained in accordance with the care instructions supplied below. This includes the mattress being turned and rotated on a regular basis – including once a month for the first 3 months, as well as the points outlined below.Following replacement or repair the warranty will remain valid from the original date of purchase. Often if a base or mattress is replaced, it may not colour match your existing product. The manufacturer can not be held accountable for this or to match other items under complaint.Items covered by warrantyMattress• Torn handles, stitches pulled out of the handle where sewn to the mattress, or tears in the mattress fabric where the handles are attached.• Coils or wires that are loose, broken, protrude or rip through fabric.• Body indentations of 3cm or greater.• Sagging: Your mattress must be continuously supported by a matching boxspring, or equivalent, with an appropriate frame. The frame should include a rigid center support with at least 5 legs or a rigid center.• Support with at least 5 hardwood cross slats for queen and king sets. A rigid center support is equal to a support that extends from the frame to the floor.
Box spring:
  • Splits in the wood frame.
  • Squeaks, rattles or noises.
  • Bent, loose or defective beams and/or center support rail.
  • Loose or broken box spring wire.
  • Compression of modules.
  • Un-stapling of modules.
  • Sagging: A proper bed frame must continuously support the box spring. For king and queen sets, a rigid center support having at least 5 legs or a rigid center support having at least 5 hardwood cross slats is necessary. A rigid center support is equal to a support that extends from the frame to the floor.

Items not covered

  • Items and damages not specifically listed in the “Warranty Coverage” section are not covered, including, for example: Mattress fabric
  • Structural damage from using an improper bed frame. This warranty applies to queen and king size mattresses or box springs ONLY if they are used on an appropriate frame with a rigid center support having at least 5 legs or a rigid center support having at least 5 hardwood cross slats.• Clearance bedding sold “as is” and floor models.• Comfort preference.• Body indentations less than 3cm.• Mattress damage due to an inappropriate box spring. A mattress is designed for full performance when used in conjunction with a matching box spring as part of a total sleep set.• Replacement of another piece in the sleep set, unless such other piece is also defective. Mattress or box spring damage due to abuse.


What are body impressions? Body Impressions are often described as a ‘dip’ or ‘depression’ in the mattress where the main weight of the body has been lying or alternatively, a ‘ridge’ in the middle of the bed.How do our mattresses work?The major constituents of comfort layers may include foam, fibre, wool, latex and, which are optimized to conform to your body. Consequently, when you lie down on your bed, a balance is created where the springs and comfort layers pushed down by your body – respond to support you in a comfortable manner. After you get out of bed, the comfort layers compressed during sleeping will slowly recover.All ‘comfort layers’ will lose a certain percentage of their original height and firmness in the first 3 months of use. As a general rule, the plushest, softest models will lose the greatest amount. After this time, the comfort layers stabilize and no further height loss should be experienced.So that the comfort layers conform to your body evenly we recommend that the mattress be turned over from end to end and from side to side (where applicable).This must be done every 2 weeks in the first 3 months of use and monthly thereafter.How do you know if the body impressions in your mattress are normal?In general, if the depth of the depression is between 25-30mm, the degree of body depression is considered normal. (Replacement of the comfort layers or mattress will result in similar body impressions.) lf the depth of the depression is greater than 30mm, further investigation may be required. Please note, these values may vary for plush/soft mattressess due to the thickness of their comfort layers.Are there any additional factors that may contribute to body impressions or the feeling of rolling into the centre of the bed?Yes! If a slat base is old and in poor condition, it may not be supporting the mattress correctly.When placing a mattress on a slat base, make sure the base is in good condition are no more than 75mm apart to provide the correct support for them.Please note that using a mattress on a slat base which does not conform to our recommendations may void your ongoing warranty.Are you concerned that the body impressions may be interfering night’s sleep?Often your new mattress is firmer or softer than the one it is replacing (30) days for your body to adjust.If you have given yourself time to adjust to your new bed and have followed the care instructions, then you may need to review your ‘comfort layer’ choice. lt is always recommended that the person(s) who intend to sleep on the mattress they are purchasing make the effort to lay down together where applicable to ensure that they are happy with the level of comfort the mattress is providing. “Ausbeds” will not be held responsible for poor choices at the point of sale.