Betalife Help Centre
Frequently Asked Questions
Find quick answers about orders, delivery, returns, product support and choosing the right product.
Orders & cancellations
Can I cancel my order?
Contact us as soon as possible. If we have not yet booked your order with a courier, we can cancel it and refund your payment in full. Once it has been booked with a courier, we can no longer cancel it. If you no longer want the item, please accept delivery and follow our change-of-mind return process. The original delivery charge is not refundable.
How do I request a change to my order?
Contact us as soon as possible with your order number and the change you need. We’ll check the order status and confirm whether the requested change can be made.
Delivery
How much is delivery?
Delivery depends on your address and the items in your order. Check the estimator on the product page, where available, or enter your address at checkout for the final charge before paying. See our Delivery information.
Will you bring the order to my door?
Yes, our delivery service is to your door. If your address has stairs, restricted access or a difficult entrance, contact us before ordering so we can check the arrangements.
Can I collect my order or visit a showroom?
Betalife serves customers online, with delivery to eligible addresses rather than collection from a store. Customer pickup and showroom visits are not available, and our team can help with product questions before you order. Contact us.
Why can cartons from the same order arrive separately?
Orders can travel in several cartons or with different carriers. Check all tracking references, then contact us with the cartons or items you have received if something is still missing. Track my order.
Returns
How long do I have to request a return?
Contact us within 30 days of delivery to request a change-of-mind return. The 30-day deadline applies to your request; once approved, follow the return details and address we provide before booking transport. See Returns & Refunds.
Can I return a mattress after opening it?
Opening and normal trial use are allowed for an eligible mattress return. Approved mattress returns receive Betalife store credit equal to the mattress purchase price, valid for one year from issue. The change-of-mind outcome is store credit rather than a cash refund, and customers arrange and pay for return transport. Read the full mattress return conditions.
Can I return furniture after assembling it?
Furniture showing assembly or use marks falls outside change-of-mind eligibility. If the product is still brand-new and only its packaging has a problem, a 20%–35% restocking fee applies depending on packaging condition. Faulty or incorrectly supplied items follow a separate process. See the full return conditions.
Do you collect returns, and are delivery charges refunded?
For a change-of-mind return, you book and pay for transport; we do not provide return collections, including paid collections. The original delivery charge is not refundable. These rules do not apply to remedies owed for faulty or incorrectly supplied goods.
When will my refund or store credit be processed?
Allow 10–15 working days after we receive your returned item for inspection and processing. We will confirm the outcome; where a refund applies, your payment provider may take additional time to display it.
Warranty & parts
How long is my warranty?
Warranty periods begin on the purchase date. Standard mattresses have a 10-year limited warranty; folding mattresses and bed-frame structures have 2 years; panel furniture, mattress toppers, pillows and bedroom accessories have 1 year. Your Consumer Guarantees Act rights apply in addition. See all warranty periods.
What if my item arrives damaged, faulty or with a missing part?
Contact us with your order number, a description and photos where possible. If a component is missing, include its part number from the instructions if available. We will review the issue and explain the next steps. See Product support.
Assembly
Where can I get assembly help?
Check the instructions supplied with your product. If you need a replacement copy or are unsure about a step, send us the product name, order number and a photo of the relevant step or component. Contact our team.
Choosing products
Will my mattress fit the bed frame?
Compare the exact mattress dimensions with the compatible mattress size on the bed product page. Check the bed frame's overall external dimensions separately when measuring your room. See our Mattress size guide.
Can you help me choose a mattress or bedroom furniture?
Yes. Send us the products you are considering, the space available and what matters most to you. Our buying guides can also help you compare options. See the Mattress buying guide or contact us.
Still need help?
Ask our New Zealand team
If you have already ordered, include your order number so we can find the right details.