Terms & Conditions & Warranty of The Best Mattress Manufacturer & Shop

Terms & Conditions

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or repair for a major failure and for compensation for any other reasonably foreseeable loss or damage.
Please choose carefully. We do not give refunds if you simply change your mind or make a wrong decision. Please contact us asap if you need to change the softness/firmness, size, or material used in the mattress.
Outer fabric may vary between showroom/website mattresses and purchased ones. Prior to purchase, please ask for a sample of the outer fabric we will use for your order.
Mattresses lose their quality by 5-10% every year (known as normal wear & tear). Being overweight would speed up this process and shorten the warranty period.
(Only applies to mattresses with stitching): There is an unavoidable variation in softness/firmness between mattresses at the showroom and the brand-new one delivered to you. This is mainly due to the variation in raw material from suppliers, the size of the mattress, and the difference between a few months/years old mattresses at the showroom and the brand new/fresh one delivered to you. We strongly advise customers to come and try their actual mattress when it is ready and just before delivery. You can also do it on delivery While our driver is waiting outside.
(Only applies to mattresses with loose layers + Zip cover style): The trial period for softness/firmness adjustment is two weeks & it begins when the mattress is delivered. If we come to you to change the layers then there is a delivery fee involved, If you bring the layers to our factory it will be free.
Regarding online or phone orders, we strongly recommend coming to our showroom to try our mattresses before purchase. It is because each manufacturer has its own understanding and standard of firmness/softness.
Mattresses are delivered by one man. Therefore a helper at your end is required to unload the mattress. Please advise us if you need two-men delivery.
Mattress Island follows Australian Standard Bed Sizes. It is the customer's responsibility to order the right size. Ask for assistance if you need the dimensions of the mattresses.
It is the customer's responsibility to make sure mattresses and bases fit in lifts or hallways/staircases.
At the nominated delivery time you need to:
be physically present at the address or arrange for someone 18+ to take the delivery and help our driver to unload the mattress.
be reachable by mobile phone number printed on the invoice.
The maximum waiting time for our delivery staff is 10 minutes. If after that, you do not show up, or you do not take the delivery, the item/s will be returned to our warehouse. The second delivery attempt is at the customer's cost.
(Only applies to mattresses with stitching): After the acceptance of delivery or after a mattress is picked up from our warehouse strictly NO swap/exchange is offered. If you believe laying down on mattresses in the showroom for a few minutes is not enough to choose the right mattress then DO NOT proceed with your order and ask us for alternative options.

Warranty T&C

This warranty protects the consumer from manufacturing defects that would require repair or replacement. Defects include coils or wires that are broken or piercing through fabric, sagging or body impressions that measures 3-5cm or greater (being properly measured).

· Our warranty does not cover problems that are the result of misuse, mishandling, or failure to meet the manufacturer's instructions.

· Don't allow anyone to stand or jump on your mattress. It is an example of abuse and it is not covered by this warranty.

· Each mattress is entitled to only one claim. It means if under warranty you are given a second mattress, this second mattress will not come with a warranty.

· The warranty is only for the benefit of the original purchaser of the product and is non-transferable. Proof of purchase and ID is required.

· Repair or replacement of a verified faulty mattress is at the discretion of Mattress Island.

· The warranty does not cover the following conditions or occurrences:

· Improper installation or use as all mattresses are designed to be fully supported by a solid flat/proper slat foundation. Using box springs must be strictly avoided as they damage both foam and spring mattresses seriously

· Size allowance of +/- 2cm

· Mattresses that are not free of any stains, rips, tears

· Softening of the mattress under normal use as all components of mattresses eventually become soft

· Normal wear, tear, or imperfections that occur through normal use of mattress through the warranty period

· Medical conditions, allergies, back/neck pain, or other health claims from product use.

· Losing your job from severe oversleeping resulting in numerous company reprimands.

· Fabric wear due to normal use

· Damage caused by insufficient turning/rotation of the mattress

· Incorrect choice by the purchaser

· Minor manufacturing anomalies that do not impact the performance of the bed (e.g. mis-stitching on quilting or the edge tape or mattress border)

· Lumpiness or uneven surfaces caused by not using the entire surface of the mattress evenly.

· Use for commercial, rental or other business purposes (unless it is clearly mentioned on the invoice)

· "Stock Clearance" and "sold as is" mattresses. The original receipt is required

· Transportation and inspection cost

Our 10-year warranty is simple and easy to follow: (1, 3, and 5-year warranty are calculated the same way based on the length of warranty)

First 12 months from original date of purchase, Mattress Island will cover 100% of the repair cost or replacement value for any verified defect. Months 13 through 24 from the original date of purchase, Mattress Island will cover 90% of the repair cost or replacement value for any verified defect. Months 25 through 36 from the original date of purchase, Mattress Island will cover 80% of the repair cost or replacement value for any verified defect. Months 37 through 48 from the original date of purchase, Mattress Island will cover 70% of the repair cost or replacement value for any verified defect. Months 49 through 60 from the original date of purchase, Mattress Island will cover 60% of the repair cost or replacement value for any verified defect. Months 61 through 72 from the original date of purchase, Mattress Island will cover 50% of the repair cost or replacement value for any verified defect. Months 73 through 84 from the original date of purchase, Mattress Island will cover 40% of the repair cost or replacement value for any verified defect. Months 85 through 96 from the original date of purchase, Mattress Island will cover 30% of the repair cost or replacement value for any verified defect. Months 97 through 108 from the original date of purchase, Mattress Island will cover 20% of the repair cost or replacement value for any verified defect. Months 109 through 120 from the original date of purchase, Mattress Island will cover 10% of the repair cost or replacement value for any verified defect.