Forty Winks was established in Melbourne, Australia in April 1984 and started its business as a member co-operative of a very few business stores in Victoria. After its journey of more than 37 years, the company offers a wide range of products, including mattresses, bedroom furniture, and top-of-bed accessories. The company stocks the largest range of mattresses in the parent country, including several famous brands such as Sleepmaker, Tempur, Posturepedic, Sealy, King Koil, Active Sleep, MySide, and Silent Partner, and Serta. One of the main attractions of the products of the company is the return and exchange policy. It ensures a higher level of customer satisfaction and credibility. So, without further delay let’s get into the Forty Winks mattress return policy.
What Are Return and Refund Policies?
The return and refund policy lays down the conditions under which the customers can return products that they have purchased and in what circumstances the customer can get back the money he paid for the product. It also gives the time within which the customer can return the product to the company.
What Is The Return Policy Of Forty Winks Mattress?
The return policy of Forty Winks specifies the repairs, replacements, refunds, warranties, etc. It provides for all sorts of reliefs to the customers in case of any discontent with the product on their part.
The main points in the policy are as given below:
Repairs, Replacements, and Refunds
- The company strictly adheres to the Australian Consumer Law for all its repairs, replacements, and refunds process.
- The store of purchase is made responsible for managing the repairs, replacements, and returns of the Forty Winks mattresses.
- The company provides for the replacement or refund in the case of a major failure of the product.
- After scrutiny, if the failure is found to be a minor one, the company reserves the right not to replace or refund the product.
- Also, compensation is being provided for any reasonably foreseeable loss or damage.
- In addition to this, the company has taken measures to scrutinize the quality of its products by replacing or refunding any product if it fails to be of acceptable quality.
- Once the company is satisfied with the customers’ demand for a refund, they initiate the refund process, and the original purchase price will be refunded in the form of the original payment method after deducting any associated fees or charges.
- The refunds are said to be processed within ten business days subject to the original payment method of the customer.
- The company also claims some of its goods are sourced offshore so that the customer demanding the replacement of those goods will have to wait for a long period (more than ten weeks).
Warranties
- If the customer finds any manufacturing defect in the product he/she received must contact the store from where he/she purchased the product.
- Then the store will make an inspection and check whether the defect has any relation to the manufacturing or if the customer had made any mistake in handling the product.
- Once they find any fault on the part of the manufacturers or company, the refund or replacement process can be initiated.
- If the store representative finds it difficult to determine the fault, the company intimates the matter to the manufacturer or repair agent and then determines the fault and possible resolution.
- Warranties and guarantees are provided by each of the company’s manufacturers in case of any fault or defect under the Australian Consumer Law.
Change of Mind
- In case any customer changes his mind about purchasing the Fort Winks mattress any time before the delivery, he shall immediately inform the store of purchase about this.
- As most of the products are customized, the company may impose a restocking fee at the stores at the discretion of the manufacturer if the customer cancels a product whose order has already been placed before the manufacturer.
- Due to health or hygiene concerns, most of the products cannot be resold once it is unwrapped by the customer. For this reason, the company has imposed certain conditions that the customer must fulfill to avail of a replacement or refund.
- Must carry proof of purchase
- The retention of product and packaging in the original condition
- No prior usage or soiling of the product
- Certain products are excluded from returns when the customer changes his mind. They are:
- Bed linen, mattress protectors, duvets, and quilts
- Pillows and pillow covers
- If part or fully assembled, the self-assembly furniture
- In the case when the product was sold in the company’s assembly service
- All the beds and mattresses on which the customer has slept except the one which carries a comfort guarantee
- Any other perishable product cannot be resold because of the health concerns once unwrapped by the customer.
Comfort Guarantees
- Forty Winks: 90-day comfort guarantee
- Silent Partner: 90-day sleep guarantee; if the customer is not satisfied, the product can be swapped with a more suitable one within the Silent Partner range within 90 days.
- Serta: 90-day Comfort Assurance Guarantee (except for Serta Torrey); if the customer is not happy with the mattress after using it for 30 days, replacement within the Serta range within 90 days is available.
Cancellations
- On canceling an order, the customer is liable to pay 25% of the total purchase price as the cancellation fee.
- But, if the product was damaged at the time of delivery, the company cannot impose any cancellation charges on the customer.
Conclusion
It has become a common phenomenon that customers are looking for the return and refund policy of the company before purchasing their products. From this perspective, it can be observed that Forty Winks mattress has framed the return policy in a very appealing manner to captivate their customers. Along with ensuring customer satisfaction, the policy strictly examines any kind of malpractices on the part of the customer to defraud the company.
Frequently Asked Questions
- How do I contact the Forty Winks for returns?
You can send an email to info@fortywinksonline.com specifying the reason and demanding the return of the product.
- What can I do if I don’t find the mattress right?
You can contact the store from where you purchased it and ask for a replacement or refund. The agent will make the inspection and initiate the refund process.
- Is there a free collection option online?
No, there is no free collection option online. But many of the stores provide that service when you buy in-store.
- Can I ask the company to take away my old mattress?
Yes, in many cases, the stores take away the old mattress while delivering the new one. To have further clarity, you can contact the store from where you purchase and confirm whether they provide this service. In the case of online purchases, the store processing your mattress can give more information about this.
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