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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. Our returned mattresses are offered to registered charities. However, mattresses that are returned with marks, stained or damage have to be scrapped and recycled, with the components being repurposed for other uses. This is an added cost for us.
For OH&S reasons as well as reasons stated in the paragraph above, 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 from the time that we process the refund, payment providers along with your card issuer may take up to 14 business days to process the refund back to your account or credit card. This delay is out of our control and you will need to correspond with your bank or credit card provider if you are not satisfied with this delay.
Collection Times Within The 100 Night Trial
It is entirely your responsibility to ensure correct address and contact details regarding access to your address are provided to Sherman at the time of requesting a collection.
At the time of your collection acknowledgement email, Sherman will offer a collection day and an estimated collection time frame of between 3 hours for most metro addresses but up to 12 hours for collections made by a third-party transport provider. We make every effort to have products collected within this time frame, however delays are occasionally caused by unforeseen circumstances. You agree that Sherman is not liable for any loss incurred if the products are not collected within the estimated time frame. At the time of your request for a mattress collection and refund, we will offer you a delivery day and time frame at our earliest opportunity. We reserve the right to prioritise new order deliveries ahead of collections of mattresses for refunds. Therefore, at times of high demand, a mattress collection can be delayedand we will not be liable for any loss incurred or inconvenience caused by this delayed collection date.
Once the collection day and estimated collection time frame have been agreed upon, you agree that a responsible person aged 18 years or over will be at your place of residence at the time that we attempt collection. If no one is able to be at your place of residence within this agreed time frame, you will notify us with more than 2 hours notice before the collection time frame and we will reschedule a new collection day and or collection time frame. If no one is at your residence when we attempt collection, and you have not made any attempt to let us know before 2 hours before the agreed collection time frame, we will charge you a missed collection fee of $110.
Risk of loss and damage of products remains with you up until the exact time of us collecting the products.
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.
