- If you are not completely satisfied within 100 nights of sleeping on your new Backcare mattress, you are entitled to a refund.
- To be eligible for a return, you must have been sleeping on your Backcare mattress for a minimum of 14 nights. It can take a least two weeks for your body to adjust to your new mattress and your new mattress to adjust to you. If you are not completely satisfied after this trial period, contact us within 100 nights of delivery to initiate a return.
- Once you lodge a return request, we will organise our freight provider to collect your mattress (and base if applicable) Collections can take up to 10 business days, and can only occur during business hours. Our freight provider will contact you by phone to organise collection. Please be flexible with delivery and pick up times. Our carrier has a set run around the North Island, and remember it’s free :)
- For all returns, your original purchase receipt is required in order to process your refund.
- Any mattress or base that has mould, dirt, stains, smells, or bed bug infestations or has been damaged in any way will not be eligible for a return, replacement or refund.
- 100-night trail is for the Backcare Mattress ONLY and not the bases. If you return the bases only, there will be an additional freight charge.
- Our return policy is limited to two returns per customer and/or household.
In the case of an exchange to a more expensive product, you will be responsible for any difference in pricing.
