Returns & Refunds
Changed your mind?Start here
You can request a change-of-mind return within 30 days of delivery. Contact us before sending anything back so we can approve the request and provide the return address.
Request window
Contact us within 30 days of delivery to request a change-of-mind return.
Approval first
Contact our team before arranging transport. We will confirm the return address.
Processing time
Allow 10–15 working days after we receive the returned item for inspection and processing.
Mattress returns
You may open and try your mattress at home
Opening the packaging and normal trial use are allowed when requesting an eligible mattress return.
For every approved mattress return, whether opened or unopened, we issue Betalife store credit equal to the amount paid for the mattress. Store credit is valid for one year from issue, with the expiry date shown on the credit. The change-of-mind outcome is store credit rather than a cash or card refund.
Return transport is arranged and paid directly by the customer using a carrier of their choice; Betalife does not provide a return collection service, including a paid service. Once expanded, a mattress needs to be transported at its expanded size. The original delivery charge is not refundable for a change-of-mind return.
Other product returns
Other products can be returned in brand-new, unopened condition. For an approved non-mattress return, the applicable refund or store credit will be confirmed after inspection. Any restocking fee is deducted from the product amount paid.
| Returned condition | Change-of-mind outcome |
|---|---|
| Brand-new, unopened product with intact packaging | 0% restocking fee |
| Product remains brand-new, with a packaging issue only | A restocking fee of 20%–35% of the product purchase price applies, depending on the packaging condition |
| Signs of assembly or use | Outside change-of-mind eligibility |
| Severe damage, contamination or missing essential parts | Outside change-of-mind eligibility |
This table applies to change-of-mind returns. Faulty, damaged, incomplete or incorrectly supplied products follow the separate support process below.
How to return an item
- 1
Request your return
Contact us within 30 days of delivery with your order number, the item you would like to return and its condition. Photos help us review your request.
- 2
Wait for approval
Arrange the return with our team before booking transport. We will provide the return address once the return is approved.
- 3
Arrange your carrier
Book and pay for the transport, protect the item for the journey and keep your tracking details.
After the item arrives
Delivery charges and processing time
Original delivery charges are not refundable on any change-of-mind return. Return transport is at your cost.
Allow 10–15 working days after we receive your returned item for inspection and the refund or store credit to be processed. We will contact you with the outcome. Your payment provider may take additional time to display a refund after we process it.
Changed your plans?
Cancelling an 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 your order has been booked with a courier, we can no longer cancel it. Please accept the delivery, then contact us to request a return under our change-of-mind process. The original delivery charge is not refundable.
Separate support process
Faulty, damaged or incorrect items
Please contact us with your order number, a description of the problem and photos where possible. We will assess the issue and explain the appropriate next steps, including any transport arrangements.
Faulty, damaged, incomplete or incorrectly supplied products follow a separate support process. Any remedies available under the Consumer Guarantees Act remain unaffected by the change-of-mind exclusions, restocking fees, mattress store-credit condition or delivery-fee rules. Opening or assembling a product does not remove those statutory rights.
Start your request
Contact us before sending anything back
Include your order number, the item you would like to return and its condition. Photos help us review the request.