21 Day Change of Mind Returns Policy
Not a perfect match? No worries! If an item isn’t right for you, return it in its original condition and packaging for a refund by submitting our return form within 21 days of receiving the delivery. The 21 day return period will commence from the date you receive the goods you have purchased. We’ll arrange the return delivery and you will receive a refund, less any re-shipping fees (see What you need to know before you start a return for more details).
To initiate your return, please fill out the return form below or contact us to facilitate the return.
Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations. Our Mattresses are excluded from this policy, as they have a slightly different policy (see below for more details).
How it Works
Fill in our online Returns Form within 21 days of receiving your order.
A member of our team will get in touch with you within one business day to advise further steps.
We will email you a return label. Repack your item in its original packaging, then print and stick your returns label to the box. Our delivery partners will collect the item from your home, and return it safely to us.*
Once we’ve received your item, we’ll check that it’s in its original condition and packaging. If this is the case, you’ll receive a refund less any shipping fees within 10 business days (see below for more details).
What You Need to Know Before You Start a Return
1. All change of mind returns can only be processed if they are within 21 days.
2. All change of mind returns will incur a re-shipping fee. (Please see Refund and Return Fees below for more information)
3. A change of mind return will be accepted only if items are returned in as-new, re-sellable condition. Items that are not in as-new, re-sellable condition are not eligible for 21-day change of mind returns.
4. Please return the items in the original packaging, which is designed carefully to avoid shipping damages. If you have already discarded the original packaging, you can use the best packaging material that you can find to package the item sufficiently to avoid damage in transit back to us. An additional 20% repackaging fee per item will be charged for returned items without original packaging.
The following items are excluded from the 21 Day Change of Mind Returns Policy:
1. Any item marked as "Clearance or specified as on "Final Sale"
2. Any ex-display items purchased from our showroom
3. Any item described as "Made to order" or "customised items"
4. All mattresses (they have a different policy)
5. Commercial orders
6. Bedding accessories, e.g. sheets, quilts, underlays and pillows
7. Any item that is not in re-sellable condition
8. Any shipping fees paid for the delivery of your items are not refundable
Return and Refund Fee
The following applies to all Change of Mind Returns:
1. All change of mind returns will incur a re-shipping fee.
a. $69 for Metro Melbourne & Sydney, $89 for Metro Brisbane & Gold Coast
b. For all other areas, the re-shipping fee is calculated at 75% of the original shipping fee.
2. Once you have logged your return application a member of the Customer Support team will advise you of all costs such as re-shipping, re-packaging that will be deducted from your refund.
3. The refund for change of mind returns will be returned to the original payment method less any deductions.
4. Re-shipping and repackaging fees do not apply to faulty or damaged items.
All returned goods must be wrapped in packaging as our couriers do not transport unpackaged items. Therefore, we strongly recommend that you keep the original packaging if you would like to return the goods.
Our White Glove Delivery Service includes assembly and packaging removal. If you have selected this delivery service, please kindly ask the delivery team to leave the packaging if you would still like to think about the item(s). If you change your mind within 21 days of the delivery, feel free to complete a return form.
For all change of mind returns, please note that it is your responsibility to ensure that the items are returned to us in the same condition and packaging you received them. Items without packaging will not be accepted by our delivery partners due to Occupational Health and Safety Act and Regulations. Our Distribution Centre Team assesses every item that is returned to us. If the product is not returned in its original condition or packaging, a striking fee of 50% of the full product price (before any discounts) will be deducted from your refund.
If you have received a faulty or damaged item that needs to be returned and you have disposed of the original packaging, we kindly ask you to source alternative material, for example, bubble wrap as our delivery partners will not accept unpacked items due to Occupational Health and Safety Act and Regulations. Please note that the striking fee does not apply to faulty or damaged items.
Faulty or Damaged Products
Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. These must be reported to the delivery driver or within 3 business days of the delivery. Faulty claims outside this reporting period will be assessed under warranty.
To report an issue, click here to complete an online form or by calling our Customer Support Team on 1300 027 672 who will be more than happy to assist. Don't forget to attach photos and provide us with as much information as possible so that we can assist you. Our team will review your completed form and contact you via email within three business days with the next steps.
30 Night Mattress Trial
Every mattress comes with a 30 Night Mattress Trial. This means you can try your new mattress for up to 30 nights. We understand that it can take some time to adjust to a new mattress, however, if it isn’t the right fit you can contact us to arrange a return.
The 30 Night Mattress Trial commences from the date you receive the mattress you have purchased and applies to any reason, even change of mind. If a return is requested you are not required to repack your mattress prior to collection from our Charity partner. When a refund is requested within the 30 day period, Brosa will refund the purchase price of the mattress less your delivery fee back to your original method of purchase within 10 working days of the goods being collected by our charity partner.
The 30 Night Mattress Trial covers purchases made for Brosa mattresses on the Brosa website unless specified. This return policy is in addition to any rights you may have under an applicable statute including your rights under the Australian Competition and Consumer Act 2010 (Cth) (ACL)
30 Night Mattress Trial Exclusions
1. Commercial/Trade orders
2. Altered mattresses
3. Mattresses that are damaged, soiled or excessively used during the trial period.
Faulty or Damaged Mattresses
If upon receipt, please inspect your mattress and notify us of any missing parts, faults, damages, or incorrect orders immediately or within 3 days to either or delivery driver, directly to Customer Support or by submitting via our online form here. Once the request has been approved by our team, we will collect the mattress from you (no packaging is required) and provide you with a refund within 10 business days after the item is back in our distribution centre. You will not be charged for shipping in this case.
Cancelling or Changing Orders
If you decide to change or cancel your order, please contact us a minimum of 24 hours before your items are prepared and processed for dispatch from our Distribution Centre to avoid incurring additional fees. You will receive a full refund to the original payment method if you cancel your order prior to dispatch.
If your items have already left the Distribution Centre we will treat your cancellation as a return and our change of mind returns policy will be applicable (see 21 Day Change of Mind Return Policy section for details). You will be charged a re-shipping fee for the order to be returned to us. This will be deducted from your refund.
*In the event you wish to cancel your existing order and place a new order, kindly note that the current website price will apply and a new warehouse dispatch date will be given at the time of new purchase.
Exchanges and Store Credits
If you wish to return an item and exchange it for something else (for example a different colour) or for store credit, please contact our Customer Support Team on 1300 027 672
To view our Store Credit terms and conditions, click here.
We understand that projects don’t always go to plan and there may be times we need to hold orders until projects are back on track.
We offer up to 3 months FREE holding of orders however post 3 months you will incur a fee of $50.00 per week, per item. This is applicable to all customers including Trade & Commercial.
Re-scheduling deliveries – We request notice of 24 hours prior to your scheduled delivery day to rebook your delivery. Unfortunately, we cannot accept changes to your delivery schedule after this time.
Missed Deliveries and Incorrect Addresses. – If you are not home to accept your delivery within the scheduled delivery window or if you have changed your address without any prior notification to us, your items will be returned to our DC and we will contact you to reschedule your delivery. You will be required to pay an additional delivery fee prior to re-dispatch.