Returns & Exchanges
You are required to notify Southern Cross Bedding Co. within 5 working days in the unlikely event that the item arrives damaged or faulty.
Along with a detailed description, please provide images of the damage in order to proceed with the refund or replacement process. Once assessed by our customer service team, you will be contacted with any further steps required to complete the process. No credit or replacement shall be given or repair undertaken unless products have been verified as being defective or otherwise valid for repair by Southern Cross Bedding Co. Please do not attempt to return the item without contacting us first.
If Southern Cross Bedding Co. agrees to accept returned products from you on the basis that the product was not in accordance with the order, the returned products must be in the same condition as when they were delivered, with original packaging and invoice.
To be eligible for a return on a comfort issue basis, you must be a full paying customer and have been sleeping on your mattress for 21 days before you can initiate the return. It takes some time for your body to adjust to a new mattress so this is why we ask you to trial the mattress for at least 21 days. Your mattress must be used in conjuction with a waterproof mattress protector and be unmarked, unstained and used only for the intended use.
You are not eligible for a return or refund if you have ordered the wrong size, wanting to change size, upgrade or downgrade.
Organising the Return of Products
Products must be returned whenever we agree to provide you with a refund or replace the Product. Where you have received a defective Product by our courier service, we will make arrangements with our courier service for collection of the Product, and will notify you when they will collect the Product from you. Pickup times are between 9am and 5pm, Monday to Friday.
When a Replacement Product is arranged:
• A replacement for the same Product that you ordered will be delivered to you at our expense after we have received your returned Product.
• The delivery time for the replacement Product will be the same as stated for the original Product.
All products sold through Southern Cross Bedding Co. are serviced and supported by the manufacturer or supplier in accordance with the warranty information provided on the item description.
Your items will be delivered with a Warranty Card enclosed with registration information, full details of your warranty, as well as correct care and maintenance instructions.
Southern Cross Bedding Co. recognises that customers purchasing some products, require a high level of support therefore we would ask you to contact the manufacturer or supplier for trouble-shooting assistance. If the manufacturer or supplier is unable to assist, and the product is covered by a consumer guarantee , we will provide a suitable remedy.
Credit Card Refunds for Out of Stock or Discontinued Items
In the event that an item ordered and paid for by credit card is no longer available due to being out of stock or discontinued, then your credit card will be refunded. Please note that all refunds back to credit cards take 4-7 working days to appear back in your account.
Consumer guarantees apply under the Australian Consumer Law. Nothing in these Terms and Conditions excludes the application of those guarantees. For more information about your rights as a consumer, see the Australian Consumer Law website at http://www.consumerlaw.gov.au
If a Product has a minor defect, we will provide a repair or offer you a replacement or a refund.
If a Product has a major defect, you are entitled to:
• reject the goods and receive a refund
• reject the goods and receive an identical replacement, or one of similar value if reasonably available, or
• keep the goods and receive compensation for the drop in value caused by the problem.
If you think that a Product is defective you should contact our Head Office on (07) 40283944 and we will assist you. A photo may be requested to assist with the assessment of your claim..
Where a Product is defective and needs to be replaced or repaired return shipping will be arranged at the expense of Southern Cross Bedding Co. If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.
All refunds are processed by Southern Cross Bedding Co. through bank transfer only. Refunds are initiated within 5 to 10 working days. Please contact our Head Office for further information.