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Refund & return policy

Returns for Mattress Purchases

100 Night Mattress Trial

 Please understand that it can take up to 30 days for your body to adjust to the feel and support of a new mattress.

There are just a few basic conditions that we place on our 100 Night Sleep Trial. Please take the time to read the following guide to help make your experience a happy one.

First and foremost, if you do take advantage of your 100 night sleep trial, it’s important to note that you can only do so once. Each customer is entitled to either one exchange or one refund. For further advice, please contact Sherman Customer Care on 1300 982 325.

Please keep the fabric bag so that our delivery guys can use it to transport the mattress back to our warehouse. You don’t need to retain the outer plastic bag (our delivery team usually remove this before they enter your home to avoid marking your walls and floors).

Whilst you have a full 100 nights to trial the mattress, we ask that you give us a reasonable amount of notice when requesting a collection and refund. We may not be able to pick up your mattress in this time frame if you give us less than 4 business day’s notice.

Your 100 night sleep trial starts from the date that your mattress is delivered. We ask that you give it a decent trial of at least 30 nights so that your body can fully adjust to your new mattress. To arrange a return or exchange after that time and within 100 nights, please call us on 1300 982 325 or email us at hello@sherman.com.au. We’ll then take care of the rest.

Our 100 night sleep trial applies only to Sherman mattresses and excludes all other goods sold in our store.

We do ask that you keep your mattress in tip-top condition. Some of our returned mattresses are offered to charities or those in need, we are currently working with “Moving Against Domestic Violence” and mattresses are in great need at the moment with this charity. However, mattresses that are returned with marks, stained or damage have to be scrapped, with the components being repurposed for other uses. This is an added cost for us.

For OH&S reasons, we are not able to take back mattresses that are soiled as our delivery team are not able to handle soiled mattresses. We also can’t take a mattress back that has been damaged by misuse, has a strong odour from cigarettes, perfumes or other strong smells and we can’t take any mattresses back that has fleas or pet hair from your cat or dog sleeping on it.

We place a limit of one use per customer on our 100 night mattress trial offer, meaning you can only activate the policy once. You must be the original purchaser of the mattress in order to receive a refund or exchange. If you have moved since your mattress was delivered, there may be a transport collection fee if the new location is outside of our free delivery area.

If you would like to exchange your mattress and your replacement mattress is more expensive than your original purchase - you will be required to pay the outstanding amount before the replacement mattress can be delivered to your home. However, if you choose a less expensive mattress, we will initiate a refund of the difference as soon as we have swapped them over for you.

Please understand that the refund can take up to five business days to process.

Cancellation & Change of Mind Policy for Mattress Purchases

You may cancel your order made on our website if you contact us at least 2 hours before your delivery is scheduled by emailing us at hello@sherman.com.au or calling our customer care department on 1300 982 325. Order cancellations will be fully refunded if the order is cancelled within this time frame. Orders that are cancelled after this time will incur a $110 delivery cancellation fee from the refund of your purchase.

Sherman will make every effort to deliver your goods at a suitable time for you. However, if at the time of delivery there is no suitable person at the delivery address to receive the goods then we will give you the option of rescheduling the delivery or cancelling the order. In the event of rescheduling, Sherman reserves the right to charge a $110 delivery cancellation fee on top of your total order amount. This fee must be paid in full before we can attempt re-delivery. In the event of you cancelling the order, Sherman will refund the total paid of your order, less the $110 delivery cancellation fee.

Returns, Cancellations & Change Of Mind Policy for all other goods

Sherman offers a 100 night trial on all of it’s mattresses offered for sale on the site but this policy does not apply to any other product available for sale on the website. For these other items, we ask that you choose carefully as refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere. We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.

If any goods arrive damaged, please contact our customer care department by email hello@sherman.com.au or phone us on 1300 982 325 as soon as possible. Sherman will arrange to have the damaged goods either collected from the place of original delivery or inspected at the place of original delivery and either arrange for a replacement of the goods or refund the price to you. Damaged goods must be returned in the condition received by you with all original packaging, accessories and/or manuals.

Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.

You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.

In some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

With mattress collections, Sherman will make every effort to collect your goods at a suitable time for you. However, if at the time of arriving at your address there is no suitable person at the address to present the goods then we will give you the option of rescheduling or cancelling the pick-up. In the event of rescheduling, Sherman reserves the right to charge a $110 reschedule fee. Sherman will refund the total paid of your order, less the $110 collection reschedule fee.