Refund policy

At Luxury Orthopaedic Beds Ltd, we are committed to providing high-quality products and exceptional service. Please read our refund policy carefully before making a purchase.

Change of Mind & Incorrect Choice

We do not provide refunds or accept cancellations where you change your mind after purchasing, including where you have selected an incorrect comfort preference, mattress size, or later determine that your chosen comfort level or size does not suit your personal preference. Please choose carefully before making your purchase.

💡 It is important to note that a normal body takes 3–4 weeks to adjust to a new mattress. If your mattress feels different than expected initially, we recommend allowing time for your body to adapt before assessing comfort.

Consumer Guarantees Act (CGA)

Where the goods supplied do not comply with the Consumer Guarantees Act 1993, we will meet our obligations under that Act.

Refunds & Fees

Where a refund is provided under this Warranty or required by applicable New Zealand law, any applicable inspection, freight or service charges will be determined in accordance with the circumstances of the claim and the Consumer Guarantees Act 1993.

Damaged, Faulty, or Defective Items

If you receive goods that are damaged, faulty, or defective, notification must be made:

  • At the time of delivery to the freight company, or
  • At the time of pickup from our warehouse to Luxury Orthopaedic Beds Ltd.

Failure to report damage at the time of delivery may impact our ability to provide a resolution.

Refund/Exchange Disclaimer

  • We do not offer specific recommendations on bed suitability for individual needs, including medical conditions, ailments, or pain relief.
  • Our information is for informative purposes only, and comfort preference is entirely the customer’s personal choice.
  • Customers purchasing sight unseen do so at their own discretion. Our warehouse is open 6 days a week for customers to view and try beds before purchasing.
  • No exchanges or refunds will be given for change of mind or incorrect choice of mattress comfort level.

60-Night Comfort Guarantee

We do offer a 60-night comfort guarantee on eligible mattress purchases. Terms & conditions apply—for full details, please click here.

For any further questions or assistance, please contact our team before making a purchase.