Refund policy

Urban Bedding – Return & Refund Policy

At Urban Bedding, we want you to feel confident when purchasing from us. If something isn’t quite right, we’re here to help.

This Return & Refund Policy outlines the conditions under which items may be returned, exchanged, or refunded.

1. Change of Mind Returns

We offer a 14-day return window from the date your order is delivered.

To be eligible for a return:

  • The item must be unused and in the same condition you received it

  • The item must be in its original packaging

  • You must provide proof of purchase or order number

  • The return request must be submitted within 14 days of delivery

Once approved, you will receive instructions on how to return your item.

Please note:

  • Return shipping costs are the responsibility of the customer for change-of-mind returns.

  • Original shipping fees are non-refundable.

Many Australian bedding retailers follow similar policies requiring items to remain unused and in original packaging to qualify for returns.

2. Non-Returnable Items

Due to hygiene and product integrity reasons, the following items cannot be returned if opened or used:

  • Mattresses that have been unboxed or expanded

  • Bedding products such as pillows, sheets, mattress protectors, and toppers

  • Clearance or sale items

  • Products marked “Final Sale”

  • Items that have been used, damaged, washed, or altered

These restrictions are common across the bedding industry due to hygiene regulations.

3. Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery.

Email our support team with:

  • Your order number

  • A description of the issue

  • Photos of the product and packaging

Once reviewed, we will arrange one of the following in accordance with Australian Consumer Law:

  • Replacement product

  • Repair

  • Full refund

4. Return Process

To start a return:

  1. Email info@urbanbed.com.au

  2. Include your order number and reason for return

  3. Our team will review your request

  4. If approved, you will receive return instructions

Please do not send items back without contacting us first.

Returns sent without approval may be rejected and returned to the sender.

5. Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If approved:

  • Refunds will be processed to your original payment method

  • Please allow 3–10 business days for funds to appear in your account

Shipping charges and handling fees are not refundable unless the item is faulty.

6. Order Cancellations

Orders may be cancelled before they are dispatched for a full refund.

Once an order has been shipped, it will fall under the standard return policy.

7. Australian Consumer Law

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

  • Compensation for any reasonably foreseeable loss or damage

8. Contact Us

For all return or refund enquiries please contact:

Urban Bedding
Email: info@urbanbed.com.au

Our team will be happy to assist you.