At the Back and Neck Bed Shop our policy is simple. We are pleased to honour our obligations under Australian Consumer Law as both the general public (purchaser) and retailer have specific rights and responsibilities.
The Dept of Commerce/Consumer Affairs refund guidelines include advise to choose carefully as the retailer is not required to give a refund or exchange if you simply change your mind or make the wrong selection.
We will happily provide you with a repair, exchange, refund or discount if (as required under Australian Law) an item has a problem.
Under consumer laws, the customer is entitled to a replacement mattress for a major issue that cannot be repaired. All components of a mattress are replaceable or repairable, thus all conditions are considered minor. Prior to contacting us we ask that you read the Warranty information in full and if you feel that you have a valid claim please request a Quality Control Customer Service Report form.
If you are considering placing a warranty claim please contact us via email (firstname.lastname@example.org) and we will send you a Quality Control Customer Service Report Form to complete. It is imperative to contact via email for us to authorise action on a claim.
Please take 3 images of your concern from 3 different positions and send them to email@example.com
To avoid confusion and miscommunication generally, all correspondence is to be in writing and sent to firstname.lastname@example.org. This is to ensure your claim is handled in a timely professional manner and you have a record of your contact with us. The retailer may have the right of action against the consumer for compensation if the goods are not kept in the same condition in which they were received.
Should you feel you need further information regarding your rights as a consumer please go to the following address https://www.commerce.wa.gov.au/consumer-protection/consumer-rights or www.consumerlaw.gov.au
Should you feel you have a warranty claim, the type of remedy available (repair, replacement or refund), is in accordance with Australian Consumer Law (ACL), and The Back and Neck Bed Shop has the legal right to decide which remedy is applicable to a warranty claim.
We reserve the right to assess the condition and alleged fault of any returned goods prior to offering an exchange, refund, compensation or repair. All Mattress sizes may vary slightly due to standard manufacturing tolerances.
Sleeping alone on your new Double, Queen or King size mattress? All new beds settle as the body weight is applied to them. It is important that if you are a sole sleeper, then you must vary your sleeping position. Should this not take place, your new mattress may see uneven wear and more prominent body impressions. The below diagram gives you an example of different sleeping positions.
Children will be children – any damage, centralised in the mattress through bouncing or jumping on the mattress (being used as a trampoline) will also void your warranty.
Body Impressions – Your mattress is a premium product, constructed from the finest of materials. Your mattress is designed to conform to your bodies contour, and cushion and protect your joints. Over time your sleeping position may result in an ‘impression’.
This is normal – not a structural defect, not a fault. An impression is up to 3cm in depth. This impression does not affect the mattresses ability to support and cushion. The impression allows for proper joint protection, improved circulation and a reduction of harsh pressure points.
Both Natural Latex and Organic Natural Latex contain some chemicals – let us explain…
If you want to make bread and you put flour in the mixer and let it mix for as long as you want, it will still be flour – not bread.
To make bread you need to add other ingredients – just like latex from the rubber tree.
The key is in the washing of the product at the end of the manufacturing process. Our manufacturers attain international certificates from
for quality and durability and are as ‘pure’ a product as possible.
This is because you are buying a natural product and the processing cannot be as accurate as if the manufacturer were using a synthetic product, which can be standardized. This is a standard manufacturing variation regardless of supplier. So yes, some mattresses may feel slightly different even though they do have the same density rating.
This describes the weight (in Kg) of 1 cubic metre of latex.
There is no standardisation in the bedding industry as to what a set density is called, for example what density rating is a medium or firm density. Each store may have its own ratings, as the density is a relative term.
Your product has travelled a long way to get to you. It is wrapped in plastic, placed in a container & stored. Upon opening your product there may be an ‘off gassing’ and it may be an idea to air your product for a couple of days. This is normal and not a fault.
Natural latex is like real leather with its many imperfections, which personalise the product and add further proof of its authenticity.
If you have purchased organic fruit or vegetables, you will notice the difference from the perfectly shaped, genetically modified product sold in some stores – you will also taste the difference!
With natural latex, fewer chemicals are used during manufacturing, so the product tends to ‘stick’ to the moulds. This can lead to some imperfections, with small tears or holes being common. Should these be large enough, they are filled at the end of the production process. This is standard practice and in no way affects the feel or performance of the product and is not a manufacturing fault.
Natural latex may have a few small black spots appear on the side of the product. This is carbonized latex following repeated vulcanization and does not affect the product in any way and is again considered a normal variant in your natural latex, as presented to you by nature.
The Back and Neck Bed Shop requires the purchaser to provide proof of the quality of the foundation, adjustable bed base, bed platform, or bed frame that is being used in conjunction with the mattress should the purchaser make a claim under this warranty. All foundations, adjustable beds and bed platform sold by The Back and Neck Bed Shop will qualify as an acceptable base for your mattress, provided the base has not been subject to mistreatment or abuse.
This warranty is valid only for the original purchaser from the original purchase date of the original mattress purchased from The Back and Neck Bed Shop. If the original purchaser sells the mattress, the subsequent purchaser takes the product ‘as is’ and ‘with all faults’. This warranty also does not apply to any mattress being used in a commercial setting such as hotels, motels, boarding homes, nursing homes and similar environments.
Limited pro-rata Warranty – Should you make a valid claim in the first three years from the date of purchase, The Back and Neck Bed Shop may choose to provide you with a mattress percentage refund on purchase price of a new mattress – based on date of purchase.
|Percentage refund on purchase price of mattress – based on date of purchase.|
Your mattress has been constructed with the finest resilient upholstery materials designed to conform to your individual contour, giving you the upmost in comfort and support. At some point, your new sleep set may reveal normal body impressions up to 1 ½” or 38mm. This is normal and not a structural defect and indicates the upholstery materials are conforming to your body’s individual contours.
Please select your sleep set wisely. A mattress that is not the correct firmness preference is not covered under the warranty.
Adjustable Electric Beds
All adjustable beds ARE NOT designed to sit on the foot end, as when getting dressed. Any mechanical damage from being overloaded will not be covered under warranty.
Prior to contacting us for a warranty enquiry. Please read the information on www.backandneck.com.au regarding ‘Troubleshooting Adjustable Beds’
It is our experience that 19 out of 20 concerns can be answered by reading this page and it may save you from the unnecessary expense of paying for us to attend for a call out (Metro Perth). A call out fee of $150 is to be paid prior to attendance and is FULLY REFUNDABLE should our technicians find a genuine warranty issue. Please note it may take up to 7 working days to return your bed should we need to repair or replace it and alternative sleeping arrangements may need to be made by you.
This warranty covers a period of 5 years on motors (actuators) and moving parts. It does not cover normal wear and tear or physical abuse, such as being jumped on. This warranty is a pro-rata warranty for a period of 5 years.
In the 1st year (12 months from purchase). Should a refund take place, 100% of what you paid for the bed (not the mattress) will be refunded.
It is important to ensure the legs are screwed in tightly. It is important to check within 2 weeks of installation and every 3 months there after. Should you hear ‘excessive noise’ please check the legs – This is NOT a warranty issue
This is a massage/vibration system and it is normal for it to make a noise – it is NOT a silent operation. The Higher the massage setting, the higher the noise. Should you have wooden floor boards or a non-concrete floor the ‘noise’ will amplify. Our beds feature premium designed components and are considered as good as you get. – This is not covered under warranty.
Battery Back-Up (on applicable models)
Changing of batteries is not covered under warranty. DO NOT LEAVE BATTERIES IDLE IN THE BACK-UP SYSTEM. Corrosion damage in the back-up system is not covered under the warranty.
Remote Controls & Control Boxes
You are covered by a 2 year warranty (an industry standard) on all remotes and control boxes from date of installation. The warranty does not cover broken wires internally, or signs of ‘physical trauma’ to the external casing.
Regardless of whether a delivery fee was originally charged or was included as part of the sale, a standard ground shipping fee will be deducted from any product refund should a courier/freight service be involved. Items must be returned in an acceptable condition.
Items do not need to be returned in original packaging, however it is the customer’s obligation to ensure returned goods are adequately protected for posting or collection. If the goods are not adequately protected and the goods became damaged during transportation, a warranty claim will be void.
The customer is expected to incur shipping costs on small items such as pillows and toppers.
Should a mattress or base need to be examined by Back and Neck bed technicians, a $150 call out fee will be charged in the Perth Metro area. This $150 fee will be refunded should the bed technicians deem there to be genuine concern.
Should an item be proven to be faulty, you may expect to receive a replacement or refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund or replacement more quickly.
Upon inspection, we will notify you of the decision made by our bed technicians and advise whether we are returning the original purchase, replacing the product or refunding you the purchase price of the product.
The Back and Neck Bed Shop will not accept any returns or warranty claims where tears, rips, abrasions (including pinch marks) or there are pieces of product missing due to manhandling (grabbing, pulling etc.) to the foam caused by the purchaser; such as using unnecessary force to pull the mattress or mattress topper out of their packaging, or the use of box cutters/scissors to cut the cloth/hessian bag. If the goods have been abused, maliciously damaged, for example, dragged along the floor, The Back and Neck Bed Shop will not accept this return.
Any returns must be sent to 2/110 Norma Road, Booragoon 6154 – During regular office hours, Monday to Friday.
Remember: When you sign off the the freight/courier company, you are signing/acknowledging that you accept the goods and that the goods have arrived in sound condition. At that point your contractual relationship is between the freight /courier company and yourself.
It is the retailers right to choose whether to refund, repair or replace based on our assessment.
The Back and Neck Bed Shop are not just another bed store. We take pride in providing Perth’s best beds for a more supportive, comfortable nights sleep.