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. Please read the following policy carefully to understand your rights and options should you need to return a product.

180-Night Risk-Free Trial — Bamboo Mattress Topper

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

If you are not completely satisfied within 180 nights of receiving your Bamboo Mattress Topper, you are entitled to a refund — and you keep the product. There is no need to repackage, ship, or return anything.

We believe this is a better deal for you than a traditional return. With most retailers, you would need to repackage a bulky mattress topper, pay return shipping (often $40–$60+ for oversized items), drop it at a post office, and wait weeks for your refund to be processed. With us, you simply contact our team, keep the topper (donate it, gift it, or keep using it), and receive your refund directly — no hassle, no trips to the post office, no shipping costs out of your pocket.

Within 14 Days of Delivery

Refund amount = Sale price paid, less $30 (shipping & handling contribution), less $15 for each additional topper in the same order.

You keep the topper(s). Nothing to return.

Example

If you purchased 1 Bamboo Mattress Topper for $189:
Your refund = $189 − $30 = $159. You keep the topper.

If you purchased 2 Bamboo Mattress Toppers for $378:
Your refund = $378 − $30 (shipping) − $15 (additional topper fee) = $333. You keep both toppers.

If you purchased 3 Bamboo Mattress Toppers for $567:
Your refund = $567 − $30 (shipping) − $15 − $15 (additional topper fees) = $507. You keep all three toppers.

After 14 Days (Day 15 – Day 180)

If more than 14 days have passed since delivery and you're still not satisfied, we'll refund 50% of the sale price you paid. You keep the topper — no returns required.

We can't resell used bedding for hygiene reasons, so we'd rather you kept it and donated it, gifted it to a friend, or continued to give it a try. We still want to make sure you're not completely out of pocket, which is why we refund half.

Example

If you purchased 1 Bamboo Mattress Topper for $189:
Your refund = 50% of $189 = $94.50. You keep the topper.

If you purchased 2 Bamboo Mattress Toppers for $378:
Your refund = 50% of $378 = $189. You keep both toppers.

If you purchased 3 Bamboo Mattress Toppers for $567:
Your refund = 50% of $567 = $283.50. You keep all three toppers.

This guarantee applies to the price you actually paid at checkout (including any discounts or sale pricing).

90-Night Satisfaction Guarantee — All Other Products

All other products purchased from EcoToppers are covered by our 90-night satisfaction guarantee. If you are not satisfied with your purchase, you may request a refund — and you keep the product.

Within 14 days of delivery: Full refund of the sale price paid, less $30 (shipping & handling contribution). You keep the product.

After 14 days (Day 15 – Day 90): 50% refund of the sale price paid. You keep the product.

We can't resell used products for hygiene and safety reasons, so there's nothing to return. One email and it's sorted.

Proof of purchase is required for all refund requests under this guarantee.

How to Initiate a Refund

To begin the process, please contact our customer support team by email at sarah@ecotoppers.com.au. To ensure your request is processed promptly, please include the following information in your message:

• Your order number
• The item(s) you'd like a refund for
• A brief description of the reason

A member of our team will respond within 24 hours to confirm your refund.

Refund Processing

Once your refund has been approved, it will be issued to your original payment method. Please allow 3–7 business days for the funds to appear, as processing times may vary depending on your financial institution.

No return shipment is required for any product. Processing begins as soon as your request is approved.

Late or Missing Refunds

If your refund has not appeared within the expected timeframe, we recommend taking the following steps before contacting us:

• Re-check your bank or payment account for any pending transactions.
• Contact your credit card provider, as processing times can vary.
• Reach out to your bank directly, as internal delays may occasionally occur.

If you have completed the above steps and your refund has still not been received, please email us at sarah@ecotoppers.com.au and we will investigate and resolve the matter promptly.

Gift Returns

If an item was purchased as a gift and shipped directly to you as the recipient, a store credit will be issued once the refund has been processed.

If the gift was originally shipped to the purchaser, the refund will be returned to the original payment method used at the time of purchase.

Damaged or Faulty Items

If your order arrives damaged or defective, please contact us within 7 days of delivery at sarah@ecotoppers.com.au with the following:

• Your order number
• Clear photographs documenting the damage or fault

We will prioritise your case and arrange a replacement or full refund at no cost to you. The shipping and handling deductions and 50% limitation do not apply to faulty or damaged items — you will receive a full refund of the price paid. Your rights under Australian Consumer Law always apply.

Our Commitment to You

EcoToppers was founded on a commitment to quality, transparency, and trust. If something is not right with your order, we will work with you to make it right — efficiently and respectfully.

Your comfort and confidence in our products are guaranteed.