7 Day Change of Mind Returns Policy
Not a perfect match? No worries! If an item isn’t right for you, return it in its original condition and packaging for a refund by submitting our return form within 7 days of receiving the delivery. 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. We’ll arrange the return delivery and you will receive a refund, less any re-shipping fees (see What you need to know before you start a return for more details).
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). This return policy excludes change of mind returns for Made to Order products. Our Mattresses are excluded from this policy, as they have a slightly different policy (See below for more details).
How it Works
Fill in our online Returns Form within 7 days of receiving your order.
A member of our team will get in touch with you within one business day to advise further steps.
We will email you a return label. Repack your item in its original packaging, then print and stick your returns label to the box. Our delivery partners will collect the item from your home, and return it safely to us.*
Once we’ve received your item, we’ll check that it’s in its original condition and packaging. If this is the case, you’ll receive a refund less a re-shipping fee within 10 business days (see below for more details).
What You Need to Know Before You Start a Return
What Cannot be Returned Under the 7 Day Change of Mind Returns Policy
- Made to Order Products (see below for more details)
- Bedding accessories, e.g. sheets, quilts, underlays and pillows
- Clearance sale items purchased with prices ending in $0.99
- Altered goods
- Mattresses (they have a slightly different policy)
- Items that are no longer in their original condition and packaging
- Commercial Orders
Refund and Return Fees
For change of mind returns, a re-shipping fee will be deducted from your refund.
- In case you originally received free delivery to a Metro Sydney or Melbourne address: The return shipping fee will be 10% of the product price before any discounts.
- In case you originally received free delivery to an address outside Metro Sydney or Melbourne: The re-shipping fee will be based on your location and the size of the items you are returning.
- If you originally paid for the delivery, this shipping fee will not be refunded, but we won’t deduct an additional re-shipping fee from your refund.
- Storage, delivery upgrade and re-delivery fees will not be refunded.
If you have received a product that is damaged, faulty, incorrect or missing parts and you wish to return it, you will not be charged a re-shipping fee.
All returned goods must be wrapped in packaging as our couriers do not transport unpackaged items. Therefore, we strongly recommend that you keep the original packaging if you would like to return the goods.
Our White Glove Delivery Service includes assembly and packaging removal. If you have selected this delivery service, please kindly ask the delivery team to leave the packaging if you would still like to think about the item(s). If you change your mind within 7 days of the delivery, feel free to complete a return form.
For all change of mind returns, please note that it is your responsibility to ensure that the items are returned to us in the same condition and packaging you received them. Our Distribution Centre Team assesses every item that is returned to us. If the product is not returned in its original condition or packaging, a striking fee of 50% of the full product price (before any discounts) will be deducted from your refund.
If you have received a faulty or damaged item that needs to be returned and you have disposed of the original packaging, we kindly ask you to source alternative material, for example, bubble wrap. Please note that the striking fee does not apply to faulty or damaged items.
Faulty or Damaged Products
Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. These must be reported within 7 days of the delivery. Faulty claims outside the 7 day reporting period will be assessed under warranty. To report an issue, click here to complete an online form. Don’t forget to attach photos of the product and provide us with as much information as possible so that we can assist you. Our team will review your completed form and contact you via email within one business day with the next steps.
Made to Order Products
We try our best to reduce lead times for our most popular products and colours to a minimum, but we also want you to get your furniture piece in the colour you love! We have a range of products that are Made to Order, this means we'll make them especially for you. To check if an item is Made to Order, select the product, colour and the quantity you wish to order and a message will appear in the availability section:
Made to Order products are subject to a different cancellation policy, which you can read further below on this page. They are also excluded from our 7 Day Change of Mind Return Policy, unless they are faulty or damaged.
30 Night Mattress Trial
Every mattress comes with a 30 Night Mattress Trial. This means you can try your new mattress for up to 30 nights. We understand that it can take some time to adjust to a new mattress, however, if it isn’t the right fit you can contact us to arrange a return.
The 30 Night Mattress Trial commences 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 the 30 day period, Brosa will refund the purchase price of the mattress and your account should be credited within 10 working days of the goods being collected by our charity partner.
The 30 Night Mattress Trial covers all private purchases made for Brosa mattresses on the Brosa website unless 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).
If you originally received free delivery, there will be a return processing fee of $100 (includes GST) per mattress. The return processing fee will be deducted from your refund. If you originally paid for delivery, this delivery fee will not be refunded, but we will not deduct a return processing fee from your refund.
30 Night Mattress Trial Exclusions
- Commercial orders
- Altered mattresses
- Mattresses that are damaged, soiled or excessively used during the trial period
Faulty or Damaged Mattresses
Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect orders immediately. These must be reported within 7 days of the delivery. Faulty claims outside the 7 day reporting period will be assessed under warranty. In the unlikely event you receive a faulty or damaged mattress, please report it upon delivery by submitting a form here. Once the request has been approved by our team, we will collect the mattress from you (no packaging is required) and provide you with a refund within 10 days after the item is back in our distribution centre. You will not be charged for the shipping in this case.
Made to Order Products
Made to Order products can be cancelled for a full refund within 7 days of purchase. In case of a change or cancellation after this period, a 50% cancellation fee of the product price (as shown on your invoice) applies. If you do wish to change or cancel your order, please notify our Customer Experience Team by submitting your request here, or sending an email to firstname.lastname@example.org within 7 days of ordering.
All Other Items
You can cancel your order at any time before the item has been packed by our Distribution Team or dispatched. In this case, you will receive a full refund. If the item has been dispatched and you still wish to cancel the order, we will arrange for the item to be returned to our Distribution Centre and provide you with a refund, less a return fee.
If you wish to return an item and exchange it for something else (for example a different colour), please contact our Customer Experience Team
We can only process refunds via the original payment method. In some cases, you may have the option of selecting a store credit.
For return cases, we will process your refund within 10 business days of receiving the items. For all other refunds, it will be processed within 7 business days.To view our Store Credit terms and conditions, click here.