Return & Refund Policy

Free 100-Night Trial

At Tuala, we believe truly restorative sleep unfolds over time. Comfort is personal. Stillness is learned. That’s why every Tuala mattress is offered with a Free 100-Night Trial, allowing you to experience mindful sleep in your own home, without pressure or compromise.

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The 100-Night Mattress Trial

Your trial begins on the day your mattress is delivered.

We encourage you to sleep on your Tuala mattress for a minimum of 30 nights before deciding. Your body and mind may need time to settle into a new level of support.

If, within 100 nights of delivery, your mattress isn’t the right fit, you may return it for a full refund of the purchase price.

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Returning Your Mattress

We’ve designed the return process to be calm, considered, and as effortless as possible.

Metro Areas

For customers living in major Sydney, Melbourne, Brisbane, Adelaide, Canberra, or Perth metro areas, Tuala will arrange complimentary mattress collection through our approved charity or recycling partners.

Collections occur during standard business hours and may take up to 10 business days or longer, depending on availability.

Regional & Remote Areas

Customers outside metro locations remain fully eligible for the 100-night trial.

In areas where collection is not available, our team will work with you to identify a suitable approved charity or one of our Fulfilment Centres. However return shipping isn’t covered. 
Where self-delivery is required, a donation receipt must be provided before your refund is processed. Delivery costs incurred by the customer are not reimbursable.

Returned mattresses are never resold and are responsibly donated or recycled wherever possible.

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Mattress Condition

To ensure health, safety, and fairness, returned mattresses must be in reasonable hygienic condition.

Returns cannot be accepted for mattresses showing signs of:

Mould
Heavy staining or soiling
Strong odours
Bed bug infestation
Damage caused by misuse, improper care, or lack of a mattress protector

Mattresses that do not meet these conditions may be deemed ineligible for return or refund.

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Refunds

Once collection or donation has been confirmed, your refund will be processed to the original payment method.

Please allow 5–10 business days for funds to appear, depending on your bank or payment provider.

A valid proof of purchase is required for all returns.

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Fair Use Policy

To maintain fairness for all customers, Tuala allows:

• One return per household
• A maximum of two mattresses per household
• Applicable to the first return request only

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Exchanges

If you wish to exchange your mattress, you’ll only be charged or refunded the difference in price.

All exchange items must be unopened, unused, and in their original packaging. For hygiene and quality assurance reasons, opened or used products are not eligible for exchange.

Any additional shipping costs for exchanges are covered by Tuala.
The 100-night trial does not reset for exchanged mattresses.

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Pillows & Accessories

Unless stated otherwise on the product page, pillows and accessories are not included in the 100-night mattress trial.

Where a trial applies, this will be clearly noted at the time of purchase.

Returned items must be clean, unused, and in original packaging unless faulty.

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Faults & Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These rights exist in addition to our 100-night trial and do not limit or replace your statutory rights.

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How to Start a Return

To begin a return, please contact our customer care team within your 100-night trial period at info@tuala.com.au with:

Your order number
Proof of purchase
Photos if requested for assessment

Our team will guide you through each step with care and clarity.