Solace Sleep Profile

Refunds and Returns

• Please choose carefully before making the purchase. There is no return/refund where you have simply changed your mind, made a wrong selection (e.g., wrong size, wrong product model, doesn't fit for purpose), or simply found the goods cheaper elsewhere

• Unless the contract of sale has been fully completed there will be no refunds.


• For any returns or refunds to take place the consumer must follow the instructions provided by the team at Solace Sleep. Please send us a Catch message to get the information required. Any product returned that has not followed this procedure will not receive any exchange. The consumer must comply to all request made by the team at Solace Sleep.


• Buyers are responsible for both original shipping and return shipping costs, if the return is accepted. A refund will only be provided after the customer has returned the goods to our warehouse. If the product is deemed to be damaged, stained or not in original condition the consumer will not receive a full refund.


• In the case of a major fault or defect (determined by Solace Sleep) of the mattress, a full replacement (as per the consumer requirement) (including shipping costs) will be provided by Solace Sleep.


• Product must be sealed and returned in their original packaging. There can be no signs of damage to the product.


• Our charity partners and delivery team will refuse to collect product that is damaged, stained, unhygienic, not in original packaging or for any reason they consider is unsafe or they may damage the product.


• If the product is returned to us by the consumer it is there responsibility to ensure the goods are delivered to us safely and in original condition. We take no responsibility for any issues with your nominated carrier and may refuse to accept products if we consider them to be damaged, stained or in any way not in their original condition.


• To be eligible for a return you must be the original purchaser and must have completed the contract of sale (including full payment).


• If you would like to exchange the mattress for another product you will be responsible for any price differences and shipping costs.


• To report any issue, buyers must contact us on Catch platform within 30 days.


• A staff member will assist you with any return or repair. This will include inspecting the goods, arranging for the goods to be sent for repair, or providing you with a replacement. Please note no refund will be provided unless we have inspected the goods and no repair/replacement is available. Refunds will be processed within 3 business days after we receive the returned product. *A call out service fee of $250 MAY apply for non-faulty products or futile service calls.