Return Policy

CHIRO CARE MATTRESSES BRISBANE

Refund, Returns & Cancellation Policy

Please read this policy carefully before placing an order. By purchasing from us, in-store or online, you accept the terms set out below.

01  Choosing the Right Product

Please choose your items carefully. Because mattresses and bedding are personal, hygiene-sensitive products, we're unable to offer a refund or exchange simply because you've changed your mind or selected the wrong size, firmness, colour or fabric.

To help you get it right the first time, we recommend:

• Testing the floor model in-store and asking our staff about firmness, support zones and sleeping position suitability before you buy.

• Measuring your bed frame, doorways, hallways and stairwells to confirm the product will fit through your home and into the room.

• Double-checking the size, colour, fabric and any custom specifications printed on your order confirmation before you finalise payment.

• Asking us in writing to confirm anything you're unsure about, we're always happy to talk a product through with you again before it's dispatched.

If you believe an item is faulty or not as described, see Your Rights Under Australian Consumer Law below this section only relates to change of mind and incorrect choice situations.

02  Order Cancellations

We want you to be completely satisfied with your purchase, and we understand that circumstances can change after an order is placed. If you need to cancel a standard (non-custom, non-special-order) purchase, the following applies:

• Cancellation requests must be made in writing to info@chirocaremattressesbrisbane.com.au, quoting your order number and the date of purchase.

• The remaining 70% of any amount paid will be refunded to your original payment method within a reasonable timeframe once the cancellation has been confirmed.

• Once an order has been dispatched for delivery, it can no longer be treated as a straightforward cancellation. Please refer to Inspecting Goods & Damage Claims instead.

• This fee is separate from, and additional to, any lay-by deposit forfeiture described in Lay-by Conditions.

03  Special & Custom Orders

A "special" or "custom" order includes (but isn't limited to):

• Mattresses or bases made to a non-standard size (e.g. caravan, boat, split, or European sizing).

• Products ordered in a specific fabric, colour, tension or configuration that we don't hold as regular stock.

• Items specially ordered in from a supplier or manufacturer at your request, including discontinued or made-to-order ranges.

Because these items are manufactured or sourced specifically for you and generally can't be resold, we ask that you confirm every specification carefully with our staff in writing before your order is confirmed and production begins. A deposit is required to place a special order and, once manufacturing has commenced, is not refundable under any circumstances other than those protected by the Australian Consumer Law.

04  Delivery

Any delivery or lead time we quote, whether verbally, on your invoice, or online is an estimate only, based on current manufacturer production schedules and freight timeframes at the time of your order. Typical lead times can range from a few days for in-stock items to several weeks for made-to-order or special-order products, but these can shift without notice.

• Please allow for unforeseen delays, including manufacturing backlogs, courier capacity, weather events and regional freight schedules.

• Delays caused by disruptions to the global supply chain - including raw material shortages, shipping and port delays, and manufacturer stoppages are outside of our control.

• Where a delay occurs, we will contact you with an updated timeframe as soon as we're aware of it, and will do everything we reasonably can to get your order to you as quickly as possible.

• We aren't liable for any indirect or consequential loss arising from a delayed delivery (for example, costs associated with removing an old mattress early), so we recommend not disposing of existing bedding until your new order has arrived.

05  Delivery Charges

Your delivery fee covers a single trip, everything on your order delivered together, to one address, on one agreed day, to your door or room of choice (ground floor access, unless otherwise arranged). It does not automatically include removal of your old mattress or bedding, or assembly, unless you've purchased these as an add-on service.

A second delivery charge will apply if:

• you'd prefer to split your order into separate deliveries (for example, delivering a base now and a mattress at a later date);

• no one is available at the property to receive the goods on the day and within the window arranged, and the delivery needs to be reattempted; or

• you need to change the delivery address or reschedule the date after a delivery run has already been booked and confirmed.

Please contact us as early as possible if you need to reschedule.  We will always try to accommodate a change of date free of charge where the delivery run hasn't yet been finalised.

06  Inspecting Goods & Damage Claims

To lodge a damage claim within the 24-hour window, please email info@chirocaremattressesbrisbane.com.au with your order number, a description of the damage, and clear photos of the affected item and its packaging.

• Please keep all original packaging and boxes intact until you're satisfied everything has arrived in good condition, they must be available for any bedroom furniture damage claim to be assessed, as they're often needed to determine whether damage occurred in transit or during manufacture.

• Damage arising from assembly or installation carried out by a third party (i.e. not organised or performed by us) is not covered under our damage claims process, as we can't verify the goods were handled or assembled correctly.

• Where a claim is approved, we will offer a repair, replacement or store credit in the first instance, consistent with your rights under the Australian Consumer Law.

• We recommend inspecting items in daylight where possible, and checking upholstery, fabric, timber and mechanical bases as well as the mattress itself.

07  Storage of Uncollected Goods

Due to limited warehouse space, purchased goods can be held in-store for a maximum of 7 days from the date we first notify you that your order is ready for collection or delivery.

• We'll contact you by phone or email as soon as your order arrives into our warehouse, and again as the 7-day period draws to a close.

• After 7 days, uncollected goods may be returned to stock or resold, and any amount already paid may be treated as subject to the cancellation terms above.

• If you need more time, please let us know before the 7 days elapse — we're generally happy to extend this where we can, particularly for lay-by orders awaiting final payment.

08  Ownership of Goods

All stock remains the property of Chiro Care Mattresses until it has been paid for in full, including any goods currently on lay-by, finance, or part-payment. This is a standard retention-of-title arrangement:

• Legal ownership (title) does not pass to you until your account is paid in full, even where the goods are already in your possession or have been delivered.

• Risk in the goods (responsibility for loss or damage) passes to you on delivery, so we recommend covering new furniture and bedding under your home and contents insurance from that point.

• Until paid in full, goods must not be sold, given away, or used as security for any other arrangement.

09  Online Promotions

Promotions, discount codes and sale pricing advertised on our website are valid for online purchases only, and are not available in-store, unless the promotion specifically states otherwise.

• Online promotions cannot be applied retrospectively to orders already placed, or combined with any other offer, discount code or in-store promotion unless expressly stated.

• Promotional pricing is only valid for the advertised period; orders placed after a promotion ends will be charged at the standard price then in effect.

• We reserve the right to withdraw or amend an online promotion at any time before an order is placed.

10  Mattress Decompression

Boxed mattresses are compressed, rolled and vacuum-sealed for delivery. Once unboxed, they need time to fully decompress and return to their original size, shape and feel.

• Most mattresses will regain the majority of their shape within 24–72 hours, but can take up to two weeks to reach their full, final size, loft and firmness.

• A mild odour immediately after unboxing is normal for a new mattress ("off-gassing") and will fade with ventilation over the first few days. Simply leave a window open or run a fan in the room.

• Please allow the full decompression period before making a firmness or comfort judgement, and before lodging a comfort-related concern with us.

11  Before You Assemble

• Before starting assembly, lay out all panels, hardware and fittings and check them against the packing list or instructions provided.

• Inspect visible surfaces, joins and mechanical parts (such as bed lift mechanisms or adjustable bases) for damage or missing components prior to assembly.

• If anything appears damaged, missing or incorrect, stop and contact us immediately at info@chirocaremattressesbrisbane.com.au before proceeding.  Once assembled, a product is treated as accepted in the condition it was in when assembly began.

• We recommend professional assembly for larger furniture items, particularly where mechanical or electrical components (such as adjustable bases) are involved.

12  Lay-by Conditions

• A 30% deposit is required to begin a lay-by, followed by equal fortnightly payments until the balance is cleared in full.

• All lay-by agreements must be settled in full within 12 weeks of the deposit being paid. Missed or late fortnightly payments may put your agreed settlement date at risk.

• Lay-by deposits are non-refundable. If you cancel a lay-by part-way through, the deposit is retained and any further instalments already paid will be treated in line with the cancellation terms above.

• At least 8 weeks' notice must be given prior to your requested delivery date, so we can schedule manufacturing and freight in time once your lay-by is fully paid.

• Goods on lay-by remain the property of Chiro Care Mattresses until paid in full (see Ownership of Goods), and will not be released for delivery or collection until the final payment clears.

13  Online Orders & ID Verification

To help protect our customers and prevent fraudulent transactions — including unauthorised use of stolen cards or identities all online orders require ID verification before dispatch.

• After placing your order, please email a clear, legible copy of a valid photo ID (such as a driver's licence or passport) that matches the name on the order to info@chirocaremattressesbrisbane.com.au, along with your order number.

• Orders will not be processed, packed or dispatched until ID verification has been received and approved by our team.

• We use your ID solely to confirm your identity against the order and payment details provided, and it is handled in line with our privacy obligations — it is not used for any other purpose and is not shared with third parties beyond what's needed to prevent fraud.

• If you're not comfortable emailing a copy of your ID, please contact us to discuss an alternative verification method before placing your order.

14  Your Rights Under Australian Consumer Law

Nothing in this policy is intended to limit, exclude or modify your rights under the Australian Consumer Law (ACL). Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

The change-of-mind, cancellation-fee and special-order terms set out above apply to situations where the goods are not faulty and match their description,  they do not affect your separate statutory rights where an item is faulty, not fit for purpose, or significantly different from what was advertised.

15  Acceptance of Terms

By placing an order in-store, by phone, or online or by accepting delivery of goods from Chiro Care Mattresses, you accept the terms and conditions set out in this policy in full.

• A physical signature is not required for acceptance, either on your invoice or at the point of delivery; placing your order and accepting delivery constitutes acceptance of these terms.

• Where a contactless delivery is requested or preferred, our driver will photograph the goods on arrival as confirmation of delivery in place of a signature.

• These terms are governed by the laws of Queensland, Australia. This policy may be updated from time to time to reflect changes to our processes or the law.  The version in effect at the time of your order will apply.

Questions about a cancellation, return, or an existing order?

info@chirocaremattressesbrisbane.com.au

 Chiro Care Mattresses Brisbane. This policy may be updated from time to time — please refer back before placing an order.