60 Night Guarantee

The mattress must be slept on for a minimum of 30 nights from the date of delivery. Under the Comfort Guarantee, mattresses are only able to be exchanged after they have been slept on for 30 nights and before 60 nights (inclusive) from the date of your mattress delivery.

Proof of purchase must be presented to claim exchange. The mattress exchange is limited to one only within the 30-60 night period. No further exchanges will be accepted once a replacement mattress is received. This guarantee is only valid with the original purchaser and is not transferable.

In the event of an exchange the exchanged mattress must be of the same size as the original mattress purchased (e g. king size exchanged for a king size only). The Comfort Guarantee exchange must take place at the store from which the mattress being exchanged was originally purchased.

A Back And Neck Bed shop approved waterproof mattress protector must be purchased for your mattress at the same time as your mattress and appear on the same invoice. This mattress protector must be used on your mattress at all times, from the very first night until the last. Evidence that a mattress protector was not used will void the warranty.

In accepting this offer you acknowledge inspection consultants can take photos/images of your mattress and base in the bedroom in which it is being used. Moving the mattress will void this warranty. Images of the base will be permitted whether the base was purchased at The Back And Neck Bed Shop or not.

A mattress that is, in The Back And Neck’s opinion, damaged or soiled in any way will be exempt from the Comfort Guarantee and unable to be exchanged.

A structurally sound bedframe/base is essential to the performance and comfort of your mattress. The mattress must be used on an appropriate bedframe/base. Solid timber slats should be no more than 8cm apart. Broken, bent, repaired or damaged slats or surround supports automatically void this guarantee. Failure to use a suitable bedframe/base will result in your 60 night guarantee being voided and the mattress unable to be exchanged. The Back And Neck Bed Shop reserves the right to inspect the bedframe/base. All mattresses from The Back And Neck Bed Shop must be used with a slatted base, which is of a sound condition.

Comfort Guarantee exchanges are based on the Recommended Retail Price (RRP) of both the original and replacement mattress, as at the date of replacement, regardless of whether the original mattress was bought on promotion.

If the replacement mattress selected has a higher RRP than the original mattress, the customer must pay the difference (plus applicable delivery charges) prior to the exchange taking place. If the replacement mattress selected is priced at a lower RRP than the original, no refund for the difference in price will be given.

A service fee will be charged to customers for delivery and pick-up of mattress. The fee will vary by region and will be advised by the store.

The Back and Neck Comfort Guarantee applies to standard mattresses only. Custom orders, special sizes, and floor stock models are exempt from the Guarantee.

The final decision to exchange mattresses is at the discretion of the store. The benefits given to you by this Guarantee are in addition to other rights and remedies that you may have under any applicable laws. Our goods come with guarantees that cannot be excluded under the Australian Customer Law. You are entitled to a replacement or refund for a major failure and 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. All components of a mattress are replaceable or repairable and as such considered to be a minor failure. Delivery and freight are non- refundable. If you have any queries regarding the Guarantee please contact Back And Neck at sales@backandneck.com.au.

Our address details are as follows: 2/110 Norma Road Booragoon WA 6154. Ph: (08) 6161 4123

Pillows, bases and headboards (bedheads) are NOT included in this guarantee and are not refundable or replaceable, should you have made the wrong selection.

Savings are off recommended retail price (RRP). Some items may have been sold at our stores at less than RRP as Back And Neck encourages its stores to offer its products at competitive prices. Not all products available to order or on display in all stores.