Refund policy

TERMS AND CONDITIONS OF MATTRESS RETURN/REFUND PROCESS FOR 100 NIGHTS TRIAL

  1. If you are not completely satisfied with your DuuDuu Mattress, you are entitled to return it within 100 days after the mattress is received (the trial period starts once the product is received). Simply send an email to admin@duuduu.com.au and our Support Team will be in touch with you to process your return and refund.
  2. To process your return request, please provide us with your proof of purchase and photos to support your dissatisfaction. 
  3. To be eligible for a return, you must be a full-paying customer and have been sleeping on your mattress for at least 21 days. It takes 3 weeks for your body to adjust to a new mattress, as such, we require you to try the mattress for at least 21 days before making a return request.
  4. If the mattress was not purchased from the website, duuduu.com.au, it is not eligible for a return or a refund. Please do take note that DuuDuu will not be held responsible in the event where if you are not contactable or fail to respond to our Support Team. If the time period exceeds your 100-day trial period, you are/may no longer be eligible for a return.
  5. The 100-day trial is limited to one customer per household and cannot be used to request for an exchange in mattress size. You are not eligible for a return if you have ordered the wrong size and wish to change your mattress size.
  6. Clearance mattresses are final sale and are not eligible for DuuDuu's 100-nights trial, change of mine returns, exchanges or refund. 
  7. Pick up address during the 100 day trial must be the same as delivery address as we will only pick up from where the item was delivered. It is the customer’s responsibility to ensure that the delivery address, details and requirements are provided correctly. Collections can take up to 10 business days or more, depending on the availability of pick up, and can only occur during business hours.

  8. You agree that DuuDuu will not be liable for any loss or damages if the items are delivered outside of the estimated delivery date. If you buy multiple quantities of a single product, they are/you will only be eligible to return only ONE of the variant’s bought for refund within the trial period. We suggest you buy one item first and ensure you are satisfied with the product before ordering the same item in larger quantities. If your purchase included a mattress bundle with complimentary items (pillows, protectors, etc.), these items are part of your purchase and have a retail value. If you return the mattress but keep the bundle items, or if the bundle items have been used and cannot be returned in resalable condition, the retail value of these items will be deducted from your refund. To receive a full refund, all items must be returned unused and in their original packaging.
  9. Mattresses with mould, dirt, stains, odors, or bed bug infestations are not eligible for return or replacement.
  10. DuuDuu will require photos of the mattress before collection of the mattress.
  11. Do note that addresses outside metro and regional cities or with access restrictions can be more difficult for our partner to collect from. Our customer service team will work with you to help facilitate your return.
  12. Important:  White Glove services (such as room delivery) are non-refundable under our trial policy. If you opted for our "Trade in"(old mattress removal service) and decide to return your DuuDuu mattress, you will be charged $200 for the pick up and disposal of your old mattress.

TERMS AND CONDITIONS OF MATTRESS COVERED UNDER 10 YEAR WARRANTY

At DuuDuu, we stand by the quality and durability of our mattress. To ensure your peace of mind, we offer a 10-year warranty on all our mattresses.

Warranty Coverage

Our 10-year warranty covers defects in materials and workmanship, including:

  • Significant sagging or body impressions greater than 3cm or 1 inch
  • Manufacturing defects in the TruCool Fabric
  • Broken Springs

Warranty Excludes:

  • Normal wear and tear
  • Normal Body Impressions of less than 1 inch. 
  • Firmness or comfort preference of the product. 
  • Product size that is within the tolerance level of +/- 2cm in width and length.
  • Product height and weight. 
  • Mattress that is soiled, burnt, stained or has received obvious abuse and improper care.
  • Any signs of water damage to the mattress caused by negligence.
  • Mattress used in commercial settings eg. AIRBNB 
  • Mattresses used on a adjustable bedframe.
  • Mattresses that undergo deep cleaning with hot water or steam may compromise the effectiveness of our TruCool Fabric.

Exchange Process

If your mattress develops a defect covered by our warranty, follow these steps to initiate an exchange:

  1. Contact Customer Service: Reach out to our customer service team at admin@duuduu.com.au. Provide your order number, a detailed description of the issue, and any relevant photos.
  2. Evaluation: Our team will review your claim and may request additional information or images to assess the defect.
  3. Approval and Exchange: Once your claim is approved, we will arrange for the exchange of your mattress. This includes:
  • Pickup and Delivery: Cost of pick up of each item will be at AUD200 each. We will email you a suitable time for collection of your mattress. In some cases, especially in non-Metro areas, where a return transport service to non-metro areas are not available or no recycling partner is available we may ask you to drop off the product to the closest transport depot of our choice or in the last case to your local tip.
  • Replacement Mattress: You will receive a new mattress of the same model and size. If the model is no longer available, we will offer a comparable alternative. 

Care Instructions

To maintain the warranty coverage, please follow these care instructions:

  • Use a proper bed frame with adequate support.
  • Rotate your mattress regularly every 6 months to prevent uneven wear. DO NOT flip your mattress.
  • Avoid using the mattress on an adjustable bed frame.

Additional Information

We are committed to ensuring your satisfaction with our products and services. Thank you for choosing Duuduu Mattress.

  1. This warranty is not transferable and is only available to the original purchaser (Name and address must comply).


CHANGE OF ORDER AND RETURNS

Cancellation by us

We reserve the right to cancel your order for any reason, and will notify you of this as soon as possible. Where payment has already been debited, the full amount will be credited back to your original method of payment.

Cancellation by you

You may cancel your Order up to the time that we confirm your Order in writing to you. Once we confirm your Order, your Order is binding and cannot be changed by you. However, our refunds process may apply.

Returns and exchanges

We will provide a full refund of the price paid for a Product if we determine that:

  1. The product you have ordered was not received by you solely due to failure by us.
  2. The product provided to you was not substantially the same as the product you ordered as displayed on our Website (do note there maybe some colour variation compared to whats displayed on screen). 
  3. The product is ‘faulty’, in which case we may provide store credit, a replacement or a full refund of the price paid for a product *subject to a review policy conducted by our team.
  4. If we determine in our reasonable opinion that the Product is not faulty, or is faulty due to fair wear and tear, misuse, failure to use in accordance with the manufacturer’s instructions, or failure to take reasonable care, we may refuse your return.

Faulty products

The following process applies to any Product you believe to be faulty.

  1. If you believe your Product is faulty, please contact us using the details provided on our Website with a full description of the fault (including images).
  2. If we determine that your Product may be faulty, we will request that you send the Product back to us at your cost for further inspection. We reserve the right to further inspection before deeming a Product faulty.
  3. If we determine that the Product is faulty, we will issue you with a store credit or replacement depending on the nature of the fault.
  4. Nothing in this clause is intended to limit or otherwise affect the operation of any manufacturers warranties. The Seller (DuuDuu) is not responsible for the enforcement of these warranties.


PAYMENT

All prices are:

  1. per unit
  2. in Australian Dollars and subject to change prior to you completing an order without notice.
  3. You must pay for all Products at checkout before a delivery is made. 
  4. All amounts including Total Amount includes GST
  5. DuuDuu reserves the right to charge credit card surcharges in the event that payments are made using a credit, debit or charge card (including Visa, MasterCard, Diners or American Express).
  6. We may use third-party payment providers (Payment Providers) to collect payments for Products, including Airwallex. The processing of payments by the Payment Provider will be, in addition to these terms, subject to the terms, conditions and privacy policies of the Payment Provider and we are not liable for the security or performance of the Payment Provider. We reserve the right to correct, or to instruct our Payment Provider to correct, any errors or mistakes in collecting your payment. You can view Airwallex terms here https://www.airwallex.com/au/terms/general-terms
  7. If in the event that we discover an error or inaccuracy in the price at which your order was purchased (including shipping prices), we will attempt to contact you and inform you of this as soon as possible, within 48 hours. You will then have the option of purchasing your order at the corrected price, or cancelling your order. If you choose to cancel your order and payment has already been debited, the full amount will be credited back to your original method of payment within 14 business days.