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Refund Policy

Refund Policy

If you believe your mattress may have a manufacturing fault, please contact us and we will arrange an inspection. Each of our manufacturers provide warranties/guarantees for faults or defects under Australian Consumer Law.

If you change your mind about a mattress purchase before delivery, please notify us immediately. As in most cases, stock is not held on hand and once an order is placed with the manufacturer it’s then made specifically for you. Cancellation of an order that has gone into production may carry a cancellation fee.
 
Consumer Guarantees: Our products come with guarantees that cannot be excluded under Australian Consumer Law. 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 standard quality as per the consumer laws in Australia.


Problems with my mattress

If your mattress isn’t according to our standard, we’ll need to establish proof of purchase. If the product fault can be safely determined by our inspection of the product, we may offer you a refund, repair or exchange.

Where the product fault is difficult to determine by our representative, we’ll need to speak to the manufacturer or repair agent to determine the fault and possible resolution.

A Silky Sleep representative will be happy to liaise with the manufacturer or repair agent on your behalf to resolve the issue. A timeline will also be provided based on the supplier location and availability of parts.

Important! 

Please be aware that some of our goods are sourced offshore and may require in excess of 10 weeks to source a replacement part or product.

Unfortunately, we can’t offer a refund or exchange where the product has sustained damage due to inappropriate use, whether that’s been identified by our representative, the product manufacturer or repair agent.

If the product doesn’t match its advertised description, we may provide you with a refund or source a new product (if available) or similar product.


Changing my order

Please choose carefully. Our products can’t be resold once unwrapped due to health or hygiene reasons.

Due to this reason we don’t give refunds or offer exchanges or credits if you simply change your mind or make a wrong decision. 

 

Change of mind

We may, in our absolute discretion, offer you a refund, exchange or credit if you simply change your mind or make a wrong decision if:

  • you have clear proof of purchase, typically a receipt
  • the product and packaging is in its original condition
  • the product has not been used or soiled
  • the product isn’t on the excluded products list below

 

Refund

We offer a full refund on items purchased on silkysleep.com.au ONLY, except items marked Final Sale. 

To receive a refund, we ask that you send the items back to us within 30 days of purchase. Please email us to receive a prepaid return label. Or you can ship items directly to: 
our warehouse at
Once we receive the return, we will refund to your card used to purchase. Please allow up to 5 business days for processing. All returned mattress must be unused, and in its original condition with tags attached. Silky Sleep reserves the right to refuse any return that does not meet the above criteria. 

Items marked FINAL SALE cannot be returned.

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