Refunds and Returns
Last updated 2 September 2026. This page is Mattress Protector Company Australia's own policy, written in plain English. It is not legal advice.
1. Our Commitment
We want you to be completely satisfied with your purchase. This Refunds and Returns Policy sets out your rights and our obligations when you wish to return a product or request a refund. This policy operates in addition to your statutory rights under Australian Consumer Law (ACL).
2. Your Rights Under Australian Consumer Law
Under the ACL, products must be of acceptable quality, fit for purpose, match their description, and be safe. If a product fails to meet a consumer guarantee, you are entitled to:
- A repair, replacement, or refund for a major failure
- A repair or replacement if the failure is minor
- Compensation for any other reasonably foreseeable loss or damage resulting from the failure
These rights cannot be excluded, restricted, or modified.
3. Change of Mind Returns
We accept change of mind returns within 30 days of delivery, provided the item is:
- Unused, unwashed, and in its original condition
- In original, undamaged packaging with all tags and labels attached
- Accompanied by proof of purchase (order confirmation or receipt)
4. Faulty or Damaged Products
If your product arrives damaged, defective, or does not match its description, please contact us within 7 days of receiving your order. We will arrange for a return at no cost to you and offer a full refund, replacement, or repair at our discretion, in accordance with your ACL rights.
Please retain all original packaging and take photographs of the damage or fault before contacting us, as this helps us process your claim quickly.
5. How to Initiate a Return
To start a return, please contact our customer support team through the contact page on our website or by email at theteam@customersupport.care. Please include:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos (for damaged or faulty items)
Do not return items without first contacting us , returns sent without authorisation may not be accepted.
6. Refund Processing
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method within 5 to 10 business days. Processing times may vary depending on your bank or payment provider.
Original shipping charges are non-refundable unless the return is due to our error or a product fault.
7. Non-Returnable Items
The following items cannot be returned or refunded (unless faulty):
- Items that have been used, washed, or are not in their original condition
- Items returned more than 30 days after delivery
- Items returned without original packaging
- Custom or made-to-order products
- Items marked as final sale
8. Exchanges
We offer exchanges for items of equal or lesser value, subject to availability. If you would like to exchange a product for a different size, colour, or style, please contact us as per the process above. Additional shipping charges may apply.
9. Late or Missing Refunds
If you have not received your refund within the stated timeframe, please first check your bank account and contact your bank or card provider, as processing times can vary. If you have done this and still have not received your refund, please contact us and we will investigate.
10. Contact Us
If you have any questions about our Returns and Refunds Policy, please contact us through the contact page. Our team responds to all enquiries within 1 business day.
Contact
If anything here is unclear, email theteam@customersupport.care before you order and a person will answer, usually within one business day. You can also use the contact page.