Please read our Setting Up Your Mattress and FAQ’s page to get the most out of your sleep trial.
Your 6-month sleep trial begins on the day of confirmed delivery. During your sleep trial, if for whatever reason you are not completely satisfied with your Pure Trio mattress, please contact us.
One of our team members will contact you and arrange to have the mattress donated if your mattress meets the below conditions. You will receive a refund of the full amount you paid for the product less a minimum fee of $195 for return freight and administrative costs. Return freight fees will be based on the pick-up location and size of the item. Once we confirm arrival and inspect the mattress, we will issue the refund within 10 business days.
Our aim is to provide an affordable quality latex mattress, so rather than absorbing or passing return fees on to all customers through the overall upfront cost of the mattress, return fees are only applied and payable by the small percent of customers who choose to return their mattress.
The 6-month trial does not apply to the Pure Trio Mattress Topper, Pure Trio Drift Adjustable Base, Pure Mini Cot Mattress, Latex Pillows, or Mattress Protectors.
It takes time to adjust to any new mattress. We ask that you give your new mattress a fair trial and request that you trial your mattress for a minimum of 30 days in one comfort configuration before requesting a return. Our reasoning behind this is that your body needs time to adjust to a new latex mattress. Each comfort configuration i.e. layers of latex in a different configuration is like a whole new mattress and should be trialed for a minimum of 30 days.
Returns Request Form:
We appreciate that our mattress won’t suit everyone so if you’ve tried the mattress for at least 30 days and you are still not satisfied please complete this form. One of our sleep consultants will contact you shortly.
Conditions of Return:
- Products must be in a condition suitable for donation to be eligible for return (i.e., no stains, tears, excessive odours, or soiling). We request photo(s) to confirm that your mattress is in appropriate condition to be donated. A mattress protector is to be used to protect the mattress to ensure it is suitable for donation.
To be eligible for a return and the sleep trial, you must be the original purchaser. If you did not purchase your Pure Trio mattress you are not eligible for a return. To complete your return, we require a receipt or proof of purchase and for you to be available for the scheduled pick up time.
- If you financed your mattress via ZipMoney or AfterPay, the refund can only be processed via the original payment account. You will receive a full refund less any applicable administrative fees paid to date directly via ZipMoney or AfterPay.
- The 6-month sleep trial is limited to two returns per household. If you return or exchange a mattress from any order, you are not eligible for an additional 6-month trial on future mattress orders.
Within 10 business days of receipt of the mattress at our warehouse, your payment amount for your Pure Trio mattress less a minimum of $195 for return freight costs and administration fees, will be refunded to you via the method of payment used during checkout. Return freight fees will be based on the pick-up location and size of the item. If you purchased via interest-free finance, extra charges may apply by your supplier.