Delivery Policy

Dawn&Dusk use third party freight operators to deliver goods within Australia. Due to the bulky nature of items for sale on our website we do not ship outside of Australia at this time.

Unless specified, Dusk&Dawn do not charge delivery fees. Charges may be incurred for some deliveries, such as delivery outside metro areas. The customer or a representative must be present at the delivery address to accept delivery and a signature as acceptance of goods will be required.

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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you believe there is fault with your Dusk&Dawn mattress, we require an image of the mattress/base without any bedding linen, highlighting the alleged fault area. The image can be sent via Email, Postal or SMS. Upon receipt, please inspect your purchase and notify us of any faults or damage immediately. These must be reported within 24 hours of delivery. Faulty claims outside this time frame will be assessed under our warranty.

Once the request has been approved by our team, we will collect the mattress from you and provide you with a refund or with a replacement. Dusk&Dawn reserves the right to refuse service or pickup if the product is found to be in an unsanitary condition.

Mattress:

• 10 Year Warranty.

• Coils or wires that are loose or broken.

• Coils or wires that protrude or tear through any fabric.

Foundation (base):

• 1 year warranty.

• Splitting occurring in the wood frame.

• Loose or broken foundation wires.

• Compression of modules.

• Leg and/or castor failure.

This Warranty does not cover:

• Covers including stains, soiled or burns.

• Normal body impressions (less than 35mm)

• Border wires, which run along the perimeter of the mattress and foundation, bent due to moving or bending the mattress.

• Bedding sold as is.

• Bed height.

• Comfort preference, or any adjustments to comfort layers. (Refer to Comfort Guarantee)

• Heat issues.

• Damage due to abuse.

• New mattress material odour.

• Mattress damage due to inappropriate foundation. A mattress is designed for full performance when used in conjunction with a matching foundation as part of a total sleep set.

• Minor manufacturing anomalies that do not impact the performance of the bed.(eg, mis-stitching on quilting).

• The use of a soft, sagging or non-supportive base with excessive gaps between slats or narrow tubing, which in our reasonable opinion is not supportive, will void this warranty/guarantee (see base section).

• Soiled & Stained mattresses void warranty.

The sleeping panel on your mattress is made up of a combination of foam and comfort fibres, and when the mattress is new you will notice that the panel is uniform in appearance. However, as the mattress wears, those layers will respond to your body and consequently, will reduce marginally in loft. This is completely normal and highlights that the layers are performing as they should. This marginal reduction in loft does not affect the performance, support or lifespan of the mattress.

Shipping & Returns:

• Comfort Changes as a part of our comfort guarantee can only be completed within the first 100 nights from when the mattress is received.

• Each customer is eligible for one Comfort Guarantee change per Item. The comfort change must be from the same range.

• Comfort Guarantee is free of charge. Fees apply if the mattress is outside of metro capital cities of Australia.

• Dusk&Dawn do not offer loan mattresses.

Mattress Care:

• For health and safety reasons, prior to the mattress being collected under the Comfort Guarantee program, the

customer must supply clear images of the mattress without any bed linen or mattress protector.

If the mattress is stained or soiled, the customer is ineligible for the Comfort Guarantee program. The use of a mattress protector is highly recommended.

Exclusions:

• Commercial orders

• More than one change. Comfort Guarantee is limited to one per order.

• Mattresses that are damaged, soiled or stained.

We will accept a refund under the below circumstances only. Firstly:

• Customers must go through 1 Comfort change first as per our Comfort Guarantee policy above;

• If the customer is still not happy after a further 30 nights of sleeping on it, we will happily refund your money within the 100 days of receiving your order (Minus the shipping component costs of $250 ).

Dusk&Dawn will return funds via the original payment method within 10 days of collection of the faulty product.

Dusk&Dawn will dispatch your goods from our distribution centre with a time frame nominated on the product page. If you need to cancel your order, it must be done within 24 hours of purchase to receive an automatic refund.

Orders cannot be cancelled once your item has begun manufacturing as our mattresses are hand made to order (orders begin manufacturing within 48 hours)

If you would like to change your order prior delivery to a different model or size within the Dusk&Dawn range, please contact immediately, via phone 1800 387 563 or email support@duskanddawn.com.au. If delivery has taken place but the product is unopened, a swap over can take place with an additional $250 fee.

It is important that you measure doorways, lifts, staircases, hallways and the final space prior to ordering to ensure the new mattress (and base) will fit your spaces. If an item does not fit into spaces (hallways, lifts, staircases etc) in the nominated property and a redelivery is required, a $250 redelivery fee will be applicable.

Tailored Quotes: Our company offers tailored quotes for out of area deliveries. If you fill out the form and are we find a tailored delivery solution for you , you will not be able to make any comfort changes to your order, but your warranty will still be valid.

Warranty: 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Bed Essential Warranty

1-Year Warranty

At Dusk and Dawn, we stand behind the quality of our bedding essentials and are proud to offer a 1-year limited warranty on our pillows, mattress protectors, quilts, and pillowcases. Rest easy knowing that your purchase is protected.

• Who does this warranty extend to?
This warranty applies to anyone who has purchased any of our bedding essentials from Dusk and Dawn. Please keep a copy of your order confirmation as proof of purchase. You'll need it to make a claim. Without it, we reserve the right to reject any claim under this warranty.

• What does the warranty cover?
Our bedding essentials are covered against defects for 1 year from the date of delivery. If you experience any issues, we will provide free returns and free replacements.

This warranty applies to defects due to faulty workmanship or materials, subject to the limitations described in this warranty.

• What does the warranty NOT cover?
This warranty does not cover normal wear and tear as a result of washing and intended use, comfort preference, physical abuse or damage, including burns, cuts, tears, liquid damage, or stains, provided that the defect is caused by such abuse or damage. It also does not cover damage caused by commercial use, such as in a hotel or store, any claim made other than for the benefit of the original purchaser, or any bedding essential sold by a reseller who is not an authorized Dusk and Dawn reseller at the time of purchase.

• When does the warranty start?
The warranty starts on the date of delivery of your bedding essential and lasts for 1 calendar year thereafter.

• Your Responsibilities
To make a claim under this warranty, please send a brief written description and photo of the problem or condition that you believe constitutes a defect and proof of purchase (i.e. your order number or an original dated sales receipt) to Dusk and Dawn at support@duskanddawn.com.au.

We reserve the right, in our sole discretion, to request photographs, further information or descriptions, or to physically inspect the bedding essential prior to accepting a particular claim under this warranty. You will not be responsible for shipping costs associated with the return of your item.

• What do we do when we receive your claim?
We will cross-examine and evaluate the evidence we receive regarding the potential warranty claim, including the product itself in some cases. When we have received the evidence, we will decide at our sole reasonable discretion whether your claim is covered by the warranty or not. If we determine that your claim is valid, we will repair or replace (as applicable) and ship your repaired item or new Dusk and Dawn bedding essential back to you. We will only cover the shipping expenses of the first warranty claim. The warranty period does not restart. Cover continues from your original purchase date.

• What if I only want a refund?
This warranty does not give you the right to get a refund. The warranty only covers replacements, repairs, and upgrades for successful warranty claims.