The only returns we accept are for faulty goods. For hygiene reasons we can 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.
HOW CAN I REQUEST A RETURN, EXCHANGE OR REFUND?
If you believe your Tontine item is faulty, please contact our customer service team via email email@example.com or phone 1800 630 034 and advise our customer service team with the following details:
- Customer name
- Order Id Number (found on your order confirmation email)
- Product Sku (found on your confirmation email)
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
BONUS GIFT CARD WITH PURCHASE
Where a bonus gift card or online voucher is issued at the time of purchase, the bonus gift card must also be returned with the merchandise to qualify for a full exchange or refund. Where the bonus gift card has been fully or partially redeemed, the amount redeemed will be deducted from any available refund.
CONSUMER GUARANTEES FOR FAULTY GOODS
If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law (ACL). These rights must be exercised within a reasonable period of time. What is reasonable will depend on the nature of the goods, how the goods are likely to be used and the amount of use the goods could reasonably be expected to tolerate before the problem or fault became apparent. If you believe a product is faulty, please contact our Customer Service team on 1800 630 034. It may be necessary for you to send us the product for assessment, in which case you will be issued with a return authorisation number which must be noted on your return. In certain circumstances, our Customer Service team will provide to you a reply paid address for you to return the goods to us at our cost. When a product is damaged by misuse or abnormal use, Tontine will not provide a refund, exchange or repair.
TONTINE’S MANUFACTURER’S WARRANTY
Tontine also guarantees specified products in accordance with the Tontine Manufacturer’s Warranty. This operates in addition to the rights you may have under the Australian Consumer law.
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 firstname.lastname@example.org 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