Return Policy

This policy applies to purchases from OMF by Mattress Studio Darwin, located at Shop 2, 450 Stuart Highway, Winnellie NT 0820. It complies with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010. Nothing in this policy limits or excludes your statutory rights under the ACL.

Your Rights Under Australian Consumer Law

Goods we supply (including mattresses, bases, bedding, and accessories) come with automatic consumer guarantees. They must be:

• Of acceptable quality (safe, durable, free from defects, and acceptable in appearance and finish).
• Fit for the purpose for which they are commonly supplied and any specific purpose you made known to us.
• Match their description, sample, or demonstration model.
• Delivered with reasonable care and skill (where applicable).

If goods fail these guarantees, you are entitled to a remedy (repair, replacement, or refund), depending on whether the failure is major or minor.

• Major failure: Unsafe, significantly different from description/sample, or would have stopped you from buying if known beforehand. You can choose a refund (full amount, no deduction for use) or replacement.
• Minor failure: We will repair or replace within a reasonable time. If we cannot, you may choose a refund or replacement.

We may assess the product before providing a remedy. You must provide proof of purchase (e.g., receipt or order confirmation). Goods do not need to be in original packaging for ACL claims.

We are responsible for return costs for large or heavy items like mattresses and beds (we will collect or reimburse reasonable costs).

Change of Mind Returns

We are not legally required to accept returns for change of mind. However, as a goodwill gesture, we may offer an exchange or store credit (not cash refund) within 14 days of delivery/pick-up if:

• The item is unused, in original packaging, and in resaleable condition.
• You provide proof of purchase.
• You contact us first for approval.

Mattresses and bedding items are not eligible for change of mind returns once opened, used, or removed from protective packaging (due to hygiene reasons). Accessories (e.g., protectors, pillows) may qualify if unopened.

You are responsible for return shipping/transport costs for change of mind. We do not refund original delivery fees for change of mind returns.

How to Return an Item

1. Contact us as soon as possible (within a reasonable time for ACL claims, ideally within 14–30 days of noticing the issue):
   • Phone: (08) 8947 0202
   • In-store visit or email
2. Provide your order/receipt number, a description of the issue, and photos if possible.
3. Do not return the item without approval. Unauthorised returns may not be accepted.
4. For collection of large items (e.g., mattresses), we will arrange at our cost if the claim is valid.

We process approved refunds to your original payment method within 5–10 business days after inspection. Store credit or exchanges are issued promptly upon approval.

Exclusions and Limitations

• No remedy if the problem results from misuse, accidental damage, normal wear and tear, or if you were informed of the issue before purchase.
• Custom or made-to-order items have limited change of mind options once production has started (ACL remedies still apply for faults).
• Sale/clearance items receive full ACL remedies if faulty.
• Hygiene-sensitive items (opened mattresses, bedding) are generally non-returnable except for valid ACL claims.

Warranties and Additional Guarantees

Manufacturer warranties (e.g., for OMF mattresses) apply in addition to ACL rights. Contact us for details on specific product warranties. Our policy does not replace or limit these.

Contact Us

This policy is current as of May 2026 and may be updated. The version on our website or in-store at the time of purchase applies. For more on your rights, visit the ACCC website.

We value your business and aim to resolve issues fairly and promptly. Thank you for shopping with OMF by Mattress Studio Darwin.