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 either a full refund or a product exchange. The item does not need to be unused or returned in its original packaging. We believe that genuine comfort should come without conditions.

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 within 90 days of delivery, you may request a refund or an exchange.

Proof of purchase is required for all returns under this guarantee.

How to Initiate a Return

To begin the returns 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 wish to return
• A brief description of the reason for your return

A member of our team will respond with clear instructions to guide you through the next steps.

Refund Processing

Once your returned item has been received and inspected, you will be notified by email confirming receipt. If your return is approved, a refund 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.

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 return 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.

Return Shipping

Unless an item arrives faulty, damaged, or incorrect, return shipping costs are the responsibility of the customer. Please note that original shipping fees are non-refundable.

For items valued over $50, we strongly recommend using a tracked shipping service or purchasing shipping insurance. EcoToppers cannot accept responsibility for returned items that are lost or undelivered without tracking confirmation.

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.

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.