Ella Series Pillow Top Mattress 18CM Thick - Queen

1. (a)  We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy ("Policy").

2. (b)  Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.

3. (c)  Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

1. (a)  Under the Australian Consumer Law:

   1. (i)  Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

      1. (A)  to cancel your service contract with us; and

      2. (B)  to a refund for the unused portion, or to compensation for its reduced value.

   2. (ii)  You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. 

2. (b)  We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.

3. (c)  The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

4. (d)  If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

5. (e)  Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

6. (f)  If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

7. (g)  If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

1. (i)  You notify us within 7 days of receipt.

2. (ii)  In the case of services, the services have not already been performed.

3. (iii)  The following conditions are satisfied:

   For any change of mind return, the product(s) and packaging must be unopened, unused, unassembled, undamaged, in its original packaging and in a resalable condition.

1. Contact our customer service team on support@rivercityhouseandhome.com.au within 7 days of receiving the goods or services. Please include your full name, order number and advise your reason for return. 
2. Please include images of the boxes showing the products are eligible for return being unused, undamaged, unopened and ready for shipment. 
3. Advise us if you plan on arranging your own return, or if you would like a quote from our carrier. 
4. Advise us of your preferred refund method (Refund back to original payment method, store credit, or product exchange) Please NEVER include personal credit card information in your communications with us. 
5. Our team will process the return and will advise instructions for the return once approved. The usual turnaround time is around 5 business days. 
6. Please do not return the product to us without our prior consultation as we operate various warehouses in Australia. The office address on our website does not accept returns, we will provide the warehouse address for the return once approved. 

Change of mind shipping costs

Change of mind returns, cancellations and refunds are subject only to approval by our customer support team and are not definite until you hear back from us.

Items excluded from our change of mind policy

Mattresses, pillows, & bedding products cannot be exchanged once opened due to health and safety concerns. Certain other types of items cannot be returned, like perishable goods, and custom products such as custom made products, special orders or personalised items. Please get in touch if you have questions or concerns about your specific item. We do not accept returns on gift cards.

4. Products Damaged During Delivery

1. (i) You misused the said product in a way which caused the problem.
2. (ii)  You knew or were made aware of the problem(s) with the product or service before you purchased it.
3. (iii)  You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
4. (iv)  Any other exceptions that apply under the Australian Consumer Law.