Return & Refunds*
Don’t worry! We got you covered!
Mattress Returns
- If you haven't tried a Deep Dream Mattress before, we recommend buying no more than two to be sure you're happy with it before buying others.
- Even after your 100 nights, you can still adapt your Mattress to suit changes within your lifestyle. We love a chat and we are always here to help. Feel free to get in touch with our customer care team at any time.
- If you’re not completely satisfied within 100 nights of sleeping on your new Deep Dream Mattress, you’re entitled to a refund. Our returns process is offered in conjunction with our recycling partners. Once your mattress has been collected by one of our partners (or an approved alternative charity), your refund will be processed.
- To be eligible for a return, you must have been sleeping on your Deep Dream Mattress for a minimum of 30 nights. This is because it can take between 2-4 weeks for your body to adjust to any mattress. If between nights 31-100 you still are not satisfied with your sleep, then let us know and we will arrange to collect your mattress.
- Any mattress that has mould, dirt, stains, smells, or bed bug infestations etc., are no longer eligible for a mattress return nor replacement.
- We never resell a used mattress! Your original mattress will likely be donated to charity to help those in need or recycled to protect our environment.
- Returns are only eligible for purchases through lifely.com.au and elivingfurniture.com.au.
- For all returns, your original purchase receipt is required in order to process your refund.
- For all collections, please keep the mattress’s original plastic wrap so the returned mattress is protected before collecting.
- Once you lodge a return request, we will organise a pick-up from one of our partners or charities. Collections can take up to 14 business days, and can only occur during business hours.
- In metro areas of Sydney, Melbourne, Perth, Canberra, and Adelaide we offer free pickup of returns.
- Collection addresses with access restrictions or that fall outside of metro and regional cities may make it difficult for our partner charities to collect your mattress. In these instances, our customer service team will work with you to help facilitate your return.
- Our return policy is limited to one (1) return of a maximum of two (2) mattresses to be returned or exchanged per household. All returns are only applicable to a customer’s first order. Please contact us directly within the first 100 nights of owning your mattress to lodge a return request.
- In the case of an exchange, you’ll be responsible only for any difference in pricing.
- Even after your 100 nights, you can still adapt your Mattress to suit changes within your lifestyle. We love a chat and we are always here to help. Feel free to get in touch with our customer care team at any time.
- If you’re not completely satisfied within 100 nights of sleeping on your new Deep Dream Mattress, you’re entitled to a refund. Our returns process is offered in conjunction with our recycling partners. Once your mattress has been collected by one of our partners (or an approved alternative charity), your refund will be processed.
- To be eligible for a return, you must have been sleeping on your Deep Dream Mattress for a minimum of 30 nights. This is because it can take between 2-4 weeks for your body to adjust to any mattress. If between nights 31-100 you still are not satisfied with your sleep, then let us know and we will arrange to collect your mattress.
- Any mattress that has mould, dirt, stains, smells, or bed bug infestations etc., are no longer eligible for a mattress return nor replacement.
- We never resell a used mattress! Your original mattress will likely be donated to charity to help those in need or recycled to protect our environment.
- Returns are only eligible for purchases through lifely.com.au and elivingfurniture.com.au.
- For all returns, your original purchase receipt is required in order to process your refund.
- For all collections, please keep the mattress’s original plastic wrap so the returned mattress is protected before collecting.
- Once you lodge a return request, we will organise a pick-up from one of our partners or charities. Collections can take up to 14 business days, and can only occur during business hours.
- In metro areas of Sydney, Melbourne, Perth, Canberra, and Adelaide we offer free pickup of returns.
- Collection addresses with access restrictions or that fall outside of metro and regional cities may make it difficult for our partner charities to collect your mattress. In these instances, our customer service team will work with you to help facilitate your return.
- Our return policy is limited to one (1) return of a maximum of two (2) mattresses to be returned or exchanged per household. All returns are only applicable to a customer’s first order. Please contact us directly within the first 100 nights of owning your mattress to lodge a return request.
- In the case of an exchange, you’ll be responsible only for any difference in pricing.
Yes. No applicable fees apply if the order is changed prior to dispatch from our warehouse. Please note that we dispatch all our orders within 24 hours. For order changes, please contact our customer service team at (03) 90710088 or hello@lifely.com.au
Yes. No cancellation fees apply if the order is cancelled prior to dispatch from our warehouse. Please note that we dispatch all our orders within 24 hours. If in case the item has already left the warehouse, applicable fees apply. For cancellation of orders, please contact our customer service team at (03) 90710088 or hello@lifely.com.au
If you changed your mind, we may offer you a store credit provided that the return is made within 100 days from the date you received the product and you are able to provide satisfactory proof of purchase.
To be eligible for a store credit, the product must:
be unused and in the same ‘as -new’ condition with all original product packaging including protective packaging such as the box or carton the product came in;
be free from damages and modifications including but not limited to scratches, stains, drilling, wear and tear, misuse or any result of the failure to take reasonable care of the product;
not be subjected to the exclusions listed below
As the original protective packaging (including box or carton) are carefully designed to avoid shipping damages, any returns without the original packaging will be refused. You are encouraged to photograph products and condition of packaging scheduled for return before handing the return to our charity partners.
You will be responsible for the shipping costs irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of purchase. This includes any costs you incur for us shipping the product to you in the first place.
Fees that will be deducted from your store credit include:
- Initial shipping costs
Please choose carefully when purchasing products as the following items will not be accepted for return due to change of mind. Returns of any orders for commercial or non-domestic use will not be provided on the following types of merchandise unless the product fails to meet a consumer guarantee.
Kindly ensure that the item is placed back in proper packaging that won’t be damaged in return, take a photo and send to hello@lifely.com.au when its ready for collection. We will arrange a pickup from your given address, simply let us know the date and time and we will do the rest.
To make returning as easy as abc, you can leave the goods out at your front door or with your concierge and our appointed driver will pick them up straight away. You do not need to be present at the address to wait for the driver.
You can only use your store credit with Lifely* Furniture products
Store credits are valid for one year from the date of issuance. Please call (03) 90710088 or email hello@lifely.com.au should you wish to redeem your store credit.
Lifely* warrants that all goods are free from defects and workmanship, are of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.
In the event that you received a product with manufacturing defect, such as missing parts, or in a way hindered of the product’s usability for the purpose it was designed and manufactured, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 21 days after receiving your delivery.
The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you’re happy with. For example, we may arrange one or a combination of the following:
- Replace the product (subject to availability);
- Offer you an alternative product; or
- Offer a partial or full refund, refund will be processed via original payment method.
Refund request due to faulty products require supporting documents such as photos/videos illustrating the fault or issue. These documents are typically reviewed within 24-48 hours from the date submitted. Once request is validated, refund will be processed and will appear back onto the original form of payment within 5-10 business days. You may contact our customer service team at (03) 9071 0088 or hello@lifely.com.au should you have any questions.
Unfortunately, our charity and logistics partner do not operate across Australia but in the post codes listed in the file below. The clause is valid in these suburbs only. See locations here.
Warranty
Warranty applies to the following Defects:
- Deterioration causing the mattress to have a visible indention greater than 10 centimeters that is not associated with use of an improper or unsupportive foundation or adjustable bed base.
- Any physical flaw in the mattress that causes the foam material to split or crack, despite normal usage and proper handling.
- A normal increase in softness of the foam pressure-relieving material which does not affect the pressure-relieving qualities of the mattress.
- Comfort preference.
- Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage, or stains; provided, that the defect is caused by such abuse or damage
- Mattresses sold “as-is”, “preconditioned”, “reconditioned”, “used”, “comfort return”, “returned”, “previously owned”, or any other similar wording indicating that the mattress is not “new” or of “first quality”, or has previously been purchased or used by another consumer.
Delivery Protection
Peace of mind your goods are covered during delivery
Comprehensive Cover
Covering damaged, lost or stolen goods cause during delivery
Dedicated Claims Support
Backed by Australia’s leading specialist insurer
Fully insured shipments for online purchases
We’ve partnered with NTI Shipping & Delivery Insurance to protect your goods whilst being delivered to you.
Backed by Australia’s largest transport and logistics specialist, NTI Shipping & Delivery Insurance lets you feel safe in the knowledge that if something goes wrong, we’ve got you covered!
We’ve partnered with NTI Shipping & Delivery Insurance to protect your goods whilst being delivered to you.
Backed by Australia’s largest transport and logistics specialist, NTI Shipping & Delivery Insurance lets you feel safe in the knowledge that if something goes wrong, we’ve got you covered!
We’ve got your purchased goods covered for accidental damage, loss or theft – whether it’s carried by road, rail, boat or air. Your purchase is protected for full replacement cost, including shipping costs.
Contact us
If you need helping hand with View at Home or to create a space you love, get in touch with us. We are here to help!
- hello@lifely.com.au
- (03) 9071 0088
