What Are My Rights for Mattress Returns & Exchanges in Australia? A DuuDuu Guid

July 17, 2025

Buying a mattress is more than a purchase—it’s a long-term investment in comfort and wellbeing.

If you’re shopping with DuuDuu, we understand how important it is to feel confident in your choice.

That’s why we offer a 100‑night risk-free trial, plus we're fully committed to your consumer rights under Australian law.

In this guide, we’ll explain:

Your legal rights to return, exchange, or repair a mattress under the Australian Consumer Law (ACL)
How DuuDuu’s policy enhances those rights
What counts as fraud, and why certain behaviors may lead to formal action
How we handle refunds and pickups in coordination with delivery partners across Australia

1. Australian Consumer Law: Your Statutory Guarantees

Under Australian Consumer Law, all goods—including mattresses—must meet certain guarantees:

Be of acceptable quality
Be fit for purpose
Match any description or demonstration sample
Arrive undamaged and safe to use

If a mattress fails in any of these areas, you're entitled to a remedy, and the type of remedy depends on the severity of the issue:

Major Problem	Minor Problem
Right to choose a refund or replacement	Business may offer repair, replacement or refund
Includes unsafe, unusable mattresses, or those different from description	Deals with wear that doesn't affect functionality

2. Cooling-Off & Sleep Trials: Not A Substitute for ACL Rights

In Australia, only select states allow limited cooling-off periods (e.g., NSW: 7 days; VIC/QLD/etc: typically 10 days), often with restocking fees.

These are extra consumer-friendly features, not substitutes for your statutory rights.

Sleep-in-home trial periods (such as DuuDuu’s 100 night trials) offer even greater freedom:

No need to decide in-store
Allows for proper sleep assessment
No restocking fees or hidden charges
DuuDuu covers all freight and pickup costs

3. How DuuDuu’s 100-Night Risk-Free Trial Works

✅ What You Get

100-night trial starting from your delivery date
Fast and Free delivery across Metro Australia
Full refund or exchange, no questions asked
We organize the pickup—effortless for you

✅ What We Ask From You

Keep the mattress clean and undamaged
Leave it out for collection after opting for return
If exchanging, return any sample topper or bedding included

✅ This Trial ≠ Fraud

Switching to a risk-free trial does not override:

Your right to remedies for faulty or unsafe goods
The law’s obligation for free remedies on major problems

4. Your Legal Remedies Beyond the Trial

If within 100 nights you notice an issue covered by ACL (e.g., sagging, broken materials, unsafe), you can still claim:

Full refund or replacement
We may offer a temporary repair or credit
We'll organize collection—even after the trial
This applies any time during reasonable mattress life

We support you 100%, no matter your situation.

5. Fraud Prevention & Delivery Partner Coordination

To deter fraudulent returns, DuuDuu:

Partners with verified delivery providers in every state
Documents mattress serial numbers, brand, model, condition at pickup
Logs evidence—photos, signatures, timestamps

If a returned mattress:

Does not match the serial, model, or brand
Shows signs of being a different product

We may:

Investigate with documented proof
Deny refund if you can’t produce the correct mattress
Refer suspected cases to the ACCC or police

These protections ensure fair treatment—for you and all DuuDuu customers.

6. Step-by-Step Guide for DuuDuu Customers

1. Before you buy
Past your trial? ACL still applies—firm advice: keep your proof of purchase.

2. After delivery
Sleep on it, test it. Any minor concerns? Let us know—we may recommend fixes first.

3. During 100-night trial
Changed your mind? Contact support → we’ll collect → full refund.
Got a defect? We'll work through remedies.

4. After trial ends
Defects still covered under ACL. No stress, we’ll assess and refund or fix.

7. Comparisons: DuuDuu vs Generic Retailers

Other mattress brands may offer:

30–120-night trials (often with stricter return conditions)
Restocking fees, poor pickups, limited return windows
Policies that contradict ACL—misleading customers

Meanwhile, DuuDuu leads with transparency:

Industry-leading 100-night trial
No restocking or delivery fees
Verified returns, model tracking
Full compliance with ACL and ACCC standards

8. What To Do if You’re Denied a DuuDuu Refund

Clarify via customer service—maybe a mix-up with tracking number.
If unresolved and you believe a defect exists, escalate internally.
If ACL-rights are denied (“faulty product”), consider contacting your state consumer affairs or lodge a complaint with ACCC.
Keep all evidence—emails, pick up receipts, photos.

DuuDuu will support you fully during the process.

9. Why This Matters for You

Zero risk: Try before you buy, sleep soundly knowing you can always change your mind
Legal protection: Enjoy peace of mind—returns for faulty goods are always valid
Transparent process: No mystery charges, middlemen, or inconsistent policies
Fairness: Fraud protection maintains fairness for all Australian customers