Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Changed your mind?
We understand that choosing the right product is not easy. Sometimes things will be too big, too small or simply aren't right. At OMF you can shop with confidence, you can simply return any purchase to the store you bought it from within 7 days of purchase and exchange it for another item. as long as:
- You have clear proof of purchase, such as a receipt.
- The product and its packaging are in original condition, including any manuals and accessories; and
- The product is not an excluded product (see list below).
- the delivery fee will not be refunded for change of mind returns. If you request us to collect the goods from your premises, we will also charge a pickup fee. We will confirm the amount of this pickup fee before your pickup is confirmed.
You will be provided with tools to package items in accordance with health guidelines, to allow for the pickup to take place.
We do not offer a "change of mind refund" on the following products:
Faulty or damaged products?
We ask that you check any product delivered to you to determine if it is damaged. If a product is damaged at the time of delivery, then you should refuse to accept delivery of that product and notify the Customer Service team. If you notice damage to a product after delivery, you should notify us within 7 days of delivery. If you wish to obtain a refund rather than a replacement, we will only refund the delivery fee if the products are determined (after assessment) to be faulty and the fault did not arise through any misuse, abnormal use or negligent use of the products by you.
Your mattress is covered by OMF's 200-night comfort guarantee. If for any reason you are not completely happy with your new mattress, simply contact our store for further instructions. OMF will then exchange your mattress for another comfort level or model in our range subject to the terms and conditions listed below.
- MINIMUM GUARANTEE PERIOD - fourteen (14) nights from time of pick up or delivery.
- YOU MUST purchase a waterproof mattress protector in the same transaction as the mattress purchase, or the Comfort Exchange will be null and void.
- The mattress WILL NOT BE ACCEPTED for the 200 Night Comfort Guarantee if it is damaged or soiled (except for fair wear and tear).
- No Comfort Guarantee on floor / display models, special sizes, Trundle Beds or Motion Bed Frames.
- No refund or store credit given should a mattress of lesser value be selected. Customer is to pay the difference if a higher-priced mattress is selected.
- Comfort Exchange is applicable for a single instance -
- Additional delivery and collection fees will apply for changes.
With the current health emergency, purchases where a comfort exchange is requested and where we cannot perform the exchange, in consultation with the customer, we will add the number of days where the customer-facing store is not able to carry out the 200 night Comfort Guarantee, so that you, our customer is not disadvantaged by delays outside of both our control.