Returns and Refunds

Customer satisfaction is paramount for us. To make sure that our customers love the Brosa experience we go out of our way to provide a comprehensive return policy.

 

7 day no questions asked return policy 

The Brosa 7 day no questions asked return policy covers all private purchases made from the Brosa website, unless specifically specified. The 7-day no questions asked return policy is in addition to any rights you may have under an applicable statute including your rights under the Australian Competition and Consumer Act 2010 (Cth) (ACL. This return policy does not include Brosa mattresses, as the mattresses are covered under a different return policy (see below).

The 7 day return period will commence from the date you receive the goods you have purchased and applies to any reason, even change of mind. If a refund is requested within this 7 day period, Brosa will refund the purchase price of the goods and your account should be credited within 10 working days of the goods arriving back to us and if the goods arrive back to us in the condition they were received.

Your refund will not include:

(i) Return delivery charges. These are based on the fees from our delivery/courier companies. The return delivery amount is the same as what you paid for delivery unless you received free delivery on your order.

(ii) Original delivery charges, additional delivery charges for upgrades or redelivery

IF YOU RECEIVED FREE DELIVERY ON YOUR ORDER:

If you received free delivery on your order and are not based in Sydney Metro or Melbourne Metro* (see postcode list below), then the return delivery amount is calculated based on fees charged from our delivery/courier companies, and would be the same as what you would have paid for delivery (without the free delivery promotion you received).

If you received free delivery on your order and are based in Sydney Metro or Melbourne Metro* (see postcode list below), then the return delivery amount is calculated as 10% of the product's full price (before any discounts).

Our Melbourne Metro & Sydney Metro postcodes are here: https://support.brosa.com/hc/en-us/articles/360000302663-Free-Delivery-Melbourne-Metro-Sydney-Metro

If you would like to understand more about our return delivery charges please email support@brosa.com

Please note the 7 days no questions asked return policy does not apply to commercial orders and all returns should be returned in Brosa’s original packaging in order to eliminate damage during transit. If the product is returned without original packaging a 50% striking fee off the purchase price will be applied plus shipping fee.

30 Night Mattress Sleep Trial

The 30 Night Mattress Sleep Trial covers all private purchases made for Brosa mattresses on the Brosa website, unless specifically specified. This return policy is in addition to any rights you may have under an applicable statute including your rights under the Australian Competition and Consumer Act 2010 (Cth) (ACL).

The 30 Night Mattress Sleep Trial will commence from the date you receive the mattress you have purchased and applies to any reason, even change of mind. If a refund is requested within this 30 day period, Brosa will refund the purchase price of the goods and your account should be credited within 10 working days of the goods being collected by our charity partner and if the goods are in the condition they were received.

Your refund will not include:

(i) Return processing fee (if applicable)

(ii) Original delivery charges, additional delivery charges for upgrades or redelivery

If you originally received free delivery, there will be a return processing fee of $100 per mattress (inclusive of GST). The return processing fee will be deducted from your refund. If you would like to understand more about our return processing fees, please feel free to contact our customer service team.

Please note the 30 Night Mattress Sleep Trial does not apply to commercial orders.

 

Faulty, damaged, incorrect or incomplete item

It is important to keep the original packaging and submit a return request here.

In the return request, we will need to know what exactly is wrong in detail. In your description, ideally, refer to the parts mentioned in the assembly guide. If an item is damaged, please attach images of the damage or the issue(s) in question to assist with a prompt resolution. If applicable, we also need photos of the packaging together with your request.

Note: For any return, the good(s) must be wrapped in their original packaging or something similar. Our courier does not transport unpacked items. If you have disposed of the original packaging material, we will require you to source alternative material, for example, bubble wrap.
 
 

Price

All prices displayed on the Brosa website are subject to change. In the event of a price change, we will honour the price change in the favour of the purchaser strictly within a one-week period commencing from the date of the change.

 

Exclusions

1. Brosa customers have 30 days from the date of delivery to report a faulty, damaged or incorrect item.

2. Brosa does not take responsibility for any incorrect or incomplete order details including but limited to delivery address, contact details or email given upon purchase and the subsequent failure of delivery as a result.

a. Any subsequent re-delivery fees that result from incorrect order details will be charged the shipping price applied at the time of checkout.

b. Any subsequent re-delivery fees that result from rejecting or refusing a delivery service will be charged the shipping price applied at the time of checkout.

c. Brosa does not allow authority-to-leave and does not take any liability for any purchases that are left unattended at the customer's delivery address if alternative arrangements are requested by customer.

3. Please choose carefully when purchasing the following merchandise as a change of mind returns will not be provided on the below merchandise.

a. Bedding accessories e.g. sheets, quilts, underlays and pillows

b. Altered goods

c. Any clearance sale items purchased with a discount code starting with ‘BCLEAR’

4. Greywing mattress purchases are entitled to a 100 consecutive night free trial commencing from the delivery date to your shipping address. This 100 consecutive night free trial does not apply to Brosa branded mattresses.

a.You must keep your mattress for a minimum of 27 nights from the date of delivery. Brosa asks that you keep your mattress for at least 27 nights because it takes time for your body to adjust to a new sleeping surface just as it takes time to make any routine a habit. The same trial period exists for those using the ZipMoney financing option. If you decide the Greywing is not perfect for you after 27 nights, our customer service team will arrange a pick-up from you at no additional cost and return the mattress to a local charity. You will then be refunded the full purchase price.

5. Manchester, including sheets and quilts, are excluded.

6. Any clearance sale items purchased with prices ending in $0.99 are excluded from our 7-day returns policy - this includes change of mind returns and exchanges.

 

How do I request a return?

To kickstart a returns request all you'll need to do is fill in our returns form and our team will be in touch with you on next steps. The returns form is here.