We pride ourselves on delivering the best customer service, from purchase right through to delivery and after care.
Repairs, Replacements & Refunds
We process all repairs, replacements and refunds in accordance with Australian Consumer Law. All repairs, replacements and refunds must be managed by the store of purchase.
You are entitled to a replacement or refund for a major failure or as 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 acceptable quality and the failure does not amount to a major failure. If the failure is minor, we reserve the right to not offer a replacement or refund. Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.
If a refund is processed, we will refund the original purchase price in the form of the original payment method, minus any associated fees and charges. Most refunds will be processed within 10 business days, depending on your original payment method.
If you are entitled to a replacement, please be aware that some of our goods are sourced offshore and may require in excess of 10 weeks to source a replacement part or product.
If you believe your product may have a manufacturing fault, please contact your store of purchase and they will arrange an inspection. Each of our manufacturers provide warranties and guarantees for faults or defects under Australian Consumer Law.
If the product fault can be safely determined by the store who sold the product, we may offer you a refund, repair or exchange. Where the product fault is difficult to determine by a store representative, we'll need to speak to the manufacturer or repair agent to determine the fault and possible resolution.
Change of mind
If you change your mind about a purchase before delivery, please notify the store of purchase immediately. As most products Forty Winks sell are made to order, once the order is placed with the manufacturer it is then made specifically for you. Cancellation of an order that has gone into production may carry a restocking fee at the stores and manufacturer's discretion.
Please choose carefully. Most of our products can’t be resold once unwrapped, due to health or hygiene reasons. If you change your mind, we may in our absolute discretion, offer you a replacement, refund or credit if:
- You have proof of purchase
- The product and packaging are in their original condition
- The product has not been used or soiled
The following products are excluded from change of mind returns:
- Bed linen, mattress protectors, duvets and quilts
- Pillows and pillow protectors
- Self-assembly furniture if part or fully assembled
- Items which have been sold using our assembly service
- Beds or mattresses that have been slept on, excluding those that qualify for a comfort guarantee
- Any other perishable items which cannot be resold for health or hygiene reasons once unwrapped
We offer a 90 Day Comfort Guarantee on a select range of mattresses, exclusive to Forty Winks.
Every Silent Partner mattress comes with a 90 day sleep guarantee. If you don't love the comfort of your mattress, we will swap it for a more suitable one within our Silent Partner range, within 90 days of purchase. Please see more information here
Serta: The Serta 90 Day Comfort Assurance Guarantee is available on all Serta mattresses except the Serta Torrey. If you are not completely happy with the feel of your new mattress after sleeping on it for a minimum of 30 days, we will happily replace it with another feel of your choice, from within the Serta range, within 90 days of the purchase. Please see more information here.
A cancellation fee of 25% is applicable on the total purchase price if you cancel your order.
You may not be charged a cancellation fee if the goods are delivered damaged or if Forty Winks is not entitled to charge a cancellation fee under any relevant legislation.