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    Refund policy

    Refund & Returns Policy

    At EcoToppers, your satisfaction is at the heart of everything we do. We stand behind the quality of our products and are committed to ensuring every customer has a positive experience.

    If you're not completely satisfied with your purchase, we offer a simple and flexible refund policy designed to make the process as convenient and stress-free as possible.

    180-Night Satisfaction Guarantee β€” Bamboo Mattress Topper

    We are confident that our Bamboo Mattress Topper will transform the way you sleep. To give you plenty of time to experience the comfort and benefits for yourself, we offer an 180-night risk-free trial on this product.

    If you're not completely satisfied within 180 nights of receiving your Bamboo Mattress Topper, you can return it and receive a 100% refund of the product price paid. Customers are responsible for return shipping costs for change-of-mind returns.

    You can use and sleep on your mattress topper during the trial period and still be eligible for a refund.

    Refunds are based on the actual amount paid at checkout, including any applicable discounts.

    90-Night Satisfaction Guarantee β€” All Other Products

    All other EcoToppers products are covered by our 90-night satisfaction guarantee, unless a different guarantee is specified on the individual product page.

    If you're not completely satisfied within 90 nights of receiving your product, you can return it and receive a 100% refund of the product price paid. Customers are responsible for return shipping costs for change-of-mind returns.

    You can use your product during the trial period and still be eligible for a refund.

    Refunds are based on the actual amount paid at checkout, including any applicable discounts.

    How to Initiate a Refund

    To request a refund, please contact our customer support team at sarah@ecotoppers.com.au.

    Please include:

    • Your order number.

    • The item or items you'd like refunded.

    • A brief description of the reason.

    • Whether you'd prefer to return the product for a full refund or keep it and receive a refund less the applicable shipping costs.

    Our team aims to respond within 24 hours and will provide instructions for your chosen refund option.

    Proof of purchase is required for refund requests under our satisfaction guarantee.

    Refund Processing

    Once your refund has been approved, it will be issued to your original payment method.

    Please allow approximately 3–7 business days for the funds to appear, depending on your financial institution.

    For returned products, refunds are processed after the product has been received and the return has been approved.

    For customers choosing to keep their products, refund processing can begin as soon as the request has been approved.

    Late or Missing Refunds

    If your refund hasn't appeared within the expected timeframe, please contact sarah@ecotoppers.com.au.

    Our team will investigate the matter and help resolve it as quickly as possible.

    Gift Returns

    If an item was purchased as a gift and shipped directly to the recipient, we can arrange an appropriate return or store credit.

    If the gift was purchased using another person's payment method, any monetary refund will generally be returned to the original payment method used at checkout.

    Please contact our team to discuss the available options.

    Damaged or Faulty Items

    If your order arrives damaged, defective or incorrect, please contact us at sarah@ecotoppers.com.au as soon as possible.

    Where possible, include:

    • Your order number.

    • A description of the issue.

    • Clear photographs documenting any damage or fault.

    We will review your request and arrange an appropriate remedy, which may include a repair, replacement or refund in accordance with Australian Consumer Law.

    The $30 and $20 shipping deductions do not apply to refunds required under Australian Consumer Law. Where you are legally entitled to a full refund, no shipping or handling deductions will apply.

    Reasonable return shipping costs will also be covered where required by law.

    Your Rights Under Australian Consumer Law

    Our 90-night and 180-night guarantees are offered in addition to your rights under Australian Consumer Law.

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

    Nothing in this policy excludes, restricts or modifies your statutory consumer rights.

    Our Commitment to You

    EcoToppers was founded on a commitment to quality, transparency and trust.

    We want every customer to feel confident when purchasing from us. That's why we offer:

    • 180-night risk-free trial on Bamboo Mattress Toppers.

    • 90-night satisfaction guarantee on other products.

    • The freedom to use and sleep on your products during the guarantee period.

    • A full refund when you return your product.

    • The option to keep your product and receive a refund less the applicable shipping contribution.

    • Friendly and helpful customer support.

    If something isn't right with your order, we'll work with you to make it right.

    Questions? Contact our customer support team at sarah@ecotoppers.com.au.