Our 100-night trial applies to all New Zealand-made mattresses, excluding bed bases, accessories, or custom-made products. Check product details to confirm eligibility. If you have questions about the trial, contact us at info@aotearoasleepco.co.nz or by phone. The trial begins on the date your mattress is delivered or collected. We recommend using the mattress for at least 30 nights to adjust to its feel, as this allows time to assess its comfort.

Conditions for the Trial

To qualify for an exchange or return:

• Use the mattress for at least 30 nights.
• Always use a mattress protector to keep it clean.
• Place it on a suitable, supportive base (such as a slatted or platform bed base).
• The trial is for the original purchaser in a residential setting only.
• One exchange or return is allowed per mattress purchase per household.
• Contact us within 100 nights from the trial start date to begin a return or exchange. Ship approved returns within 14 days of our approval.

Under the 100-night trial, you may exchange your mattress for another eligible mattress. Only one exchange is allowed per mattress purchase. To exchange:

• Choose a different model or feel (such as soft to medium or Aroha to Rangi). No extra cost applies for a same-model comfort change (such as soft to medium Aroha). Pay any price difference if the new model costs more (such as Aroha to Rangi).
• Ensure the mattress is clean, undamaged, odor-free, and meets trial conditions. Minor body impressions from proper use are acceptable, subject to inspection and approval.
• You pay all shipping costs to keep prices fair, including returning the original mattress and receiving the new one.
• We can arrange shipping, but you must pay the fees. If you arrange shipping, we are not responsible for damage or loss. We recommend insuring your shipment.
• See Trial Exclusions for unacceptable conditions.

If the mattress is not right for you, you may return it within the 100-night trial. To return:

• Contact us within 100 nights from the trial start date.
• You pay all shipping costs to keep prices fair. We are not liable for these costs.
• We can arrange shipping, but you must pay the fees. If you arrange shipping, we are not responsible for damage or loss. We recommend insuring your shipment.
• Package the mattress well to prevent damage. Original packaging is not required.
• Ensure the mattress is clean, undamaged, odor-free, and meets trial conditions. Minor body impressions from proper use are acceptable, subject to inspection and approval.
• See Trial Exclusions for unacceptable conditions.

We will not accept returns or exchanges if the mattress:

• Is stained or soiled.
• Shows misuse (such as improper base support, folding, or bending).
• Was used in a commercial or rental setting (such as hotels or Airbnb) without written approval.
• Was not used for at least 30 nights, as this ensures a fair trial period.

We accept returns or exchanges for manufacturing faults or delivery damage, if not caused by customer mishandling.

Reporting Issues

If you notice damage upon delivery:

• Take photos or videos immediately while the courier is present and do not sign the delivery receipt. Act quickly, as couriers may need to leave promptly.
• Contact us within 48 hours via email (info@aotearoasleepco.co.nz) or phone.
• You must provide photos, videos, or other relevant information (such as a description of the issue) for our records.
• Provide proof of purchase (such as a receipt or order confirmation).

Resolution

For verified manufacturing faults or delivery damage:

• We will repair, replace, or refund the product at our discretion.
• We will arrange and pay for returning the faulty product to us and sending a replacement or repaired product to you.
• Claims without required evidence may be delayed or denied. If the issue is due to customer misuse, you pay all shipping costs. Make sure to provide photos or videos, to verify the condition.

Custom-made products (such as custom mattresses, headboards, or bases) cannot be returned or exchanged for change of mind. These are made to your specifications and cannot be restocked. Confirm your choice before ordering, as we cannot accept returns or refunds for change of mind. For manufacturing faults in custom-made products, see Manufacturing Faults or Delivery Damage for resolution options.

• Proof of Purchase: You need a valid receipt or order confirmation for returns or exchanges.
• Non-Transferable: Only the original purchaser can return or exchange. Gifted or resold products are not eligible.
• Exclusions: We do not accept returns or exchanges for products that are:
  - Stained or soiled.
  - Damaged by misuse (such as jumping on the mattress or using an unsuitable base).
  - Affected by accidental damage (such as spills or burns).
  - Not properly cared for (such as not rotating the mattress or using an unsupportive base).
• Right to Refuse: We may refuse returns or exchanges if the product is misused or not resalable. We will inspect returned items.
• Customer Responsibility: Follow care instructions provided with your product. Failure to do so may void return or exchange eligibility.
• Dispute Resolution: If we disagree on a return or exchange, we will work with you for a fair solution in line with New Zealand law. Contact us with concerns.

To start a return or exchange:

• Contact us within the applicable period (100-night trial or 48 hours for faults) via email info@aotearoasleepco.co.nz or phone.
• Provide your order number, proof of purchase, and mandatory photos, videos, or other relevant information (such as a description of the issue).
• We will guide you and provide shipping instructions.
• For trial returns or exchanges, you pay all shipping costs. We can arrange shipping and charge you, or you can arrange it.
• Allow up to 7 working days for us to inspect and process your return or exchange.
• Refunds, if applicable, will reach your original payment method within 7 working days after we approve the returned product.
• Have questions? Contact us, and our team will help.

Aotearoa Sleep Co. is a proudly Kiwi-owned, family-run business dedicated to fairness, quality, and transparency. All our policies comply with New Zealand law, ensuring your rights are protected with clear terms for a hassle-free experience.