Refund policy

Last updated: October 2026

Your Consumer Rights

Nothing in this policy affects your rights under the Consumer Guarantees Act 1993 or other applicable New Zealand consumer law.

If a product is faulty, damaged, incorrectly supplied or does not meet an applicable consumer guarantee, please contact us and we will assess the issue and provide an appropriate remedy as required by law.

Change-of-Mind Returns

Beds & More does not generally accept returns or exchanges where you have simply changed your mind.

This includes circumstances where:

·   you decide you no longer want the product;

·   your circumstances change;

·   you purchase the incorrect size or product;

·   the product does not fit into your property where measurements could reasonably have been checked beforehand; or

·   you find a product cheaper elsewhere.

Please choose carefully and check measurements, specifications, access requirements and product suitability before purchasing.

Beds & More may choose to approve an exchange or return in some circumstances as a gesture of goodwill. Any such decision is entirely at our discretion and does not create an ongoing obligation to accept similar returns.

Mattress Comfort, Firmness and Feel

Choosing a mattress is personal and individual comfort preferences can vary considerably.

Beds & More does not currently offer a mattress comfort guarantee or trial period unless expressly stated otherwise on a particular product or promotion.

A mattress being perceived as:

·   too firm;

·   too soft;

·   less comfortable than expected; or

·   different in feel from a showroom display mattress

does not, by itself, mean that the mattress is faulty.

This applies whether or not you tried a display model before purchasing.

Beds & More is therefore not obligated to provide a refund or exchange solely because of a customer's comfort or firmness preference.

We may, at our discretion, consider an exchange as a gesture of goodwill. Any such arrangement will be assessed individually and may be subject to conditions or additional costs.

This does not affect your rights where a mattress is faulty, does not correspond with its description, or otherwise fails to meet a guarantee under applicable consumer law.

Mattresses and Hygiene

For health and hygiene reasons, mattresses that have been opened and used cannot generally be returned due to change of mind or comfort preference.

This does not affect your rights in relation to a faulty product.

Faulty, Damaged or Incorrect Products

Please inspect your order as soon as reasonably possible after delivery or collection.

If an item arrives damaged, is incorrect, incomplete or you believe it is faulty, please contact Beds & More promptly. (support@bedsandmore.nz or 09 699 4050)

Where possible, please provide:

·   your order number or proof of purchase;

·   a description of the issue; and

·   photographs showing the product and the issue.

Where damage has occurred during delivery, please retain the product and packaging until we have assessed the matter.

Beds & More will assess the issue and provide an appropriate remedy in accordance with applicable New Zealand consumer law.

Manufacturer Warranties

Where a product is covered by a specific manufacturer's warranty, the applicable warranty period and relevant information will be displayed on the individual product page where practicable.

Manufacturer warranties are additional to, and do not replace, any rights you may have under New Zealand consumer law.

Order Changes & Cancellations

Please contact Beds & More as soon as possible if you wish to change or cancel an order.

Whether a change or cancellation can be accepted will depend on factors including whether the product has:

·   been allocated to your order;

·   been dispatched;

·   been ordered specifically for you;

·   been customised; or

·   entered production.

Made-to-order, customised and special-order products may not be able to be cancelled once production or ordering has commenced.

In-Store Orders - Cancellation After Production Begins

This section applies to purchases placed directly with a Beds & More store and does not apply to standard online orders unless expressly agreed when the order is placed.

Where an in-store order includes a product that is manufactured or made to order, and the customer cancels that product after production has begun, Beds & More may retain a 15% cancellation/ restocking fee calculated against the affected product only to contribute towards labour and materials already incurred.

For example, if an order contains a stocked mattress and a made-to-order storage base, and the order is cancelled after production of the storage base has begun but before the mattress has been dispatched, any applicable 15% fee would apply to the storage base only and not automatically to the stocked mattress.

This cancellation provision does not limit any rights a customer may have under applicable New Zealand consumer law.