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RETURNS & EXCHANGES

ONLINE RETURNS

For hygiene reasons , the only returns we accept are for faulty goods. We do not exchange or refund goods for change of mind or incorrect purchase, so please choose products carefully. If you have a product that you believe is faulty, please contact our customer service team for returns authority details.

Email us at info@johncotton.com.au for any online order returns, and we will get back to you with instructions and return authorisation.

We inspect and pack our products carefully to ensure that you receive them in perfect condition. In the unlikely event that products are damaged, faulty or incorrectly shipped through any circumstance that is in our error, you can claim an exchange or refund.

If you do receive a damaged item please contact us at info@johncotton.com.au, within 5 days of receiving your order to arrange a replacement.

If a product has been bought in-store, please return to the place of purchase with proof of your purchase such as a receipt or credit card statement.

Please note: These T&Cs relate to our online store only. Some stores have different policies regarding returns and exchanges.

MATTRESS IN A BOX RETURNS POLICY

Your body may take time to adjust to your new Tontine mattress, so we have a minimum trial period of 30 days. Within a month or two, you should know if your new mattress is right for you, so we have a maximum trial period of 100 days. Once your body has is used to your new mattress, it will provide you with many years of consistently comfortable sleep.

If you’re not 100% satisfied with your new mattress after having slept on it for between 30 and 100 days, we will happily provide a full refund and arrange for the mattress to be picked up from the address it was delivered to.

At Tontine, we believe that everyone deserves a good night's sleep, so we donate returned mattresses to charities that assist the homeless across Australia. In order for the mattresses to be accepted by the charities, they must be donated in pristine condition, which is why it is a policy requirement of ours that your mattress is retuned in an hygienic and soil free condition in order to qualify for the full refund and free pick up during the trial period (30 to 100 days after receipt).

If you wish to exchange your mattress for a different mattress type or size, the original mattress must be returned to us unopened in its original packaging, which must be undamaged. If your mattress remains unopened in its original packaging, you may be eligible to exchange it for a different one, after covering the cost of returning your original mattress to us.

RETURNS POLICY CONDITIONS

The mattress has been protected using a mattress protector for the entire trial period (30 to 100 days post-delivery)
The mattress is not soiled, stained or damaged, and is in the same condition as received
No more than two mattresses from a single transaction are being returned and refunded

REQUESTING A MATTRESS RETURN OR REFUND

If you believe your Tontine mattress is unsuitable or faulty, or would like to return your mattress(es) in accordance with the above returns policy, please contact our customer service team via email info@tontine.com.au or phone 1800 630 034 and provide them with the following details:

Customer Name
Order ID Number (found on your order confirmation email)
Product SKU Number or Description (found on your confirmation email)
Reason for the return
4 photo's of the mattress(es) 1 x front, 1x back, 1x left side, 1x right side (to confirm mattress(es) quality and condition