FAQ

What if I want to cancel my order?

Change your mind after placing an order? That's not a problem. Orders can be cancelled as long as they have not been prepared for delivery by our delivery partners. To cancel your order, simply call us at 07 55 937 391 or at burleigh@qualiysleep.com.au. We will promptly refund your order. In some cases, a restocking fee and delivery fees may apply if you cancel your order after it has been picked up for delivery.

What if I want to return my delivered item?

We do our best to make your delivery successful. However, sometimes issues may arise that are beyond our control. If you need additional assistance, please reach out to our Customer Care team within 48 hours of delivery.

What is Pre-order and how does it work?

Due to the popularity of our sofas, we can no longer keep up with demand. We have tried our best to keep our warehouses full, however some sofas sell out as soon as they arrive or in some cases even before!

Regular furniture companies would raise their prices to steady the demand. However here at Qualtiysleep we stand by our founding guidelines to keep our quality mattresses and sofas affordable. 

We introduced Pre-order so that customers don't miss out on the mattress or sofas they love. On the product page, we have given an estimated shipping date from our warehouse to your home. As soon as the sofa arrives at our warehouse we will contact you for delivery and ship it out. In most case's delivery is in under seven business days.

What does your Warranty Cover?

This warranty covers the following specific manufacturing faults under the conditions of normal wear.

Mattress

• Coils or wires that are loose or broken
• Coils or wires that protrude or tear through any fabric
• Body indentations of 35mm or greater on a pillowtop mattress, and 25mm or greater on a non pillowtop mattress.

Foundation

• Splitting occurring in the wooden frame
• Loose or broken foundation wire
• Compression of modules
• Leg and/or castor failure

What your Warranty does NOT cover!

• Covers including stains, soiling or burns
• Body indentations which are a normal occurrence and indicate that the upholstery layers of the mattress are performing as they should. I tis not recommended to sit on the edge of the mattress; this can cause the border to sag over a period of time.
• Handles which should be used only to position the mattress may pull out if used to support the full weight of the mattress.
• Border wires, which run along the perimeter if the mattress and foundation, bent due to moving or bending of the mattress or base.
• Bedding Sold AS IS.
• Bed height
• The mattress if used on a salt type foundation, where the slats are more than 60mm apart and less then 30mm in thickness.
• When the product failure is due to cause other then defective workmanship or materials. Bent or broken castors or legs, loose T nuts inside the base, caused by castor legs not having been tight sufficiently tight
• Comfort preference
• Smell ( Some raw materials used in the mattress have a natural smell)
• Mattress damage due to an inappropriate foundation. A mattress is designed for full performance when used in conjunction with a matching Manufacturers foundation as part of a total sleep set.
• Sheet fit
• Replacement of another piece in the sleep set, unless such other piece is defective
• Mattress or foundation damage due to abuse.

Benefits

• The benefits conferred by this warranty in addition to all other rights and remedies in respect of the product which the purchaser has the under and Trade Practises Act (Commenwealth) 1974 and Similar State and Territory Laws.

The Registration Card

• To obtain the benefit of this Warranty, complete the attached Warranty Registration Card and store in a safe place with the proof of purchase.

Original Purchase Only

• The manufacturer offers a Warranty on this bed, it only applies to the original purchaser of the product.

During the Term of the Warranty

• The manufacturer will repair or replace at their option without charge to the original purchaser, any manufacturing fault as defined. The Manufacturer reserves the right to refuse service when the product is found to be in an unsanitary condition or when the product failure is due to causes other than defective workmanship or faulty materials.

Availability of Identical Materials

• If identical materials are not available at this time of repair or replacement, the manufacturer reserves the right to substitute materials of equal quality.

Transport Charges

• During the first year after purchase, transport charges will be meet by the manufacturer. After the first year, transportation charges within Australia will be met by the purchaser. In no case will any transportation charges be accepted without prior approval from the Manufacturer. All claims in respect of this warranty are to be made to the store from which the product was purchased prior to the expiry of this Warranty.

Care Instructions

Getting Started

• Things to do (and not do) when setting up your mattress for first time.

The Don’ts

• Don’t carry your mattress flat. Tip it on its side. It’s easier to handle and less likely to damage the mattress
• Don’t bend your mattress under any circumstances. It may damage the innerspring unit. Flex, rather than bend the mattress when going through doorways.
• Don’t remove the label off your mattress. This serves as a means of identification to establish your warranty rights.
• Don’t place a board between the mattress and foundation. Your sleep set is specifically designed to provide you with the correct support.
• Don’t let anyone stand or jump on your mattress. It was not designed to take this kind of treatment and it voids the Warranty.

The Do’s

• Do dispose of plastic bags immediately. Make sure children never use these bags as playthings. There are no air vents and a child may suffocate.
• Do recycle plastic bags. Bags are polyethylene and are suitable for recycling.

        Do follow these leg and castor assembly instructions.

1. Turn foundation or base upside down and insert pints into hole and turn clockwise. Repeat for all legs
2. Tighten by hand until legs are firmly in place
3. Turn foundation back over and retighten legs as tight as possible by hands.
4. Re – Check legs tightness every 3 months.

Important: It is the purchaser’s responsibility to tighten the legs and castors to ensure the bed is set up as intended. The Warranty is voided if this is not, performed as recommended.

• Do plan to keep your mattress clean.
• A mattress protector is a good idea, especially if children use the bed.
• Do plan to keep your mattress dry. Protect it from water and other fluids. A Waterproof sheet or fitted waterproof cover under the mattress protector may be useful for children’s beds.
• Do plan to replace your foundation when purchasing a new mattress. An old foundation may not provide sufficient support. It may appear that your new mattress is sagging when the problem is really lies with the old foundation providing inadequate support.
• Do check the support under your mattress. If you have only bought a mattress, make sure the support you plan to use it with is in good condition. If you use a hard, unyielding wooden frame, or a wire support that sags or is uneven or too soft, your brand new mattress may well be damaged.
• Avoid posture slat foundations, as they may reduce the life of your mattress. We strongly recommend the use of an appropriate manufacturer foundation, which has been designated to work with your mattress to deliver the right support.
• When purchasing a new mattress always check your existing base. Check the foundation is in good working order, no more than 5 years old and has not lost its shape warped or has any broken parts. We recommend the use of a slat/platform base ensemble or bed frame.
• Do remember that it takes up to 30 days for your body to adjust to the feel and support of a new sleep system.

FOR YOUR SAFETY

• Don’t ever place this product near open flame or expose it to fire. This mattress is not flame proof or fire proof and can ignite or burn if exposed to open flame or fire. When ignited some bedding materials can burn rapidly and emit smoke and hazardous gases.
• Do not smoke in bed

ON- GOING BEDDING CARE

         Here are things you need to do regularly to care for your new mattress.

         This guarantee covers the following terms during normal wear.

• Body indentations of 35mm or greater on a pillowtop mattress, and 25mm or greater on a non pillowtop mattress.
• Sagging, However mattress must be used with a matching foundation with an appropriate frame. The frame must have a centre support, with at least 6 legs on single and king single and 9 for double and Queen and 12 for King sets.

The Don’ts

• Don’t ever use dry cleaning fluid of any type on your mattress. Chemicals will damage some of the construction materials.
• Don’t Bend your mattress under any circumstances.
• Don’t let anyone stand or jump on your mattress.

The Do’s

• Do check your bed legs and retighten if necessary
• Do turn your mattress end up and upside down
• It is recommended that a timber slat protector or other insulating material be used between the mattress and slat base, to prevent damage to the mattress cover from rough knots and unbevelled edges from timber slats.
• When you need to turn your mattress. The materials used in this mattress are designed to conform to your body’s individual contours. Body indentations are a normal occurrence and indicate that upholstery layers are performing as they should. Regular turning gives uniform wear to each side of the mattress.
• Sleep on the entire surface. This will minimise large body impressions on your mattress surface. Minor settling of mattress fabrics and materials will occur overtime regardless of weight and sleeping position. If the centre of the mattress is not slept on the materials will not settle evenly creating larger body impressions.
• Softer mattresses will develop body impressions faster than those that are firmer, generally the softer the mattress the more comfort layers there are to settle in.

ROTATING YOUR MATTRESS

 This adjusts the sleeping surface evenly and prolongs the mattress life. It is the purchaser’s responsibility to turn the mattress in the manner specified to ensure validation and compliance with these Warranty provisions.

WARNING

• Do not attempt to turn your mattress by yourself. This may cause personal injury or damage to your mattress
• Do not use the handles to turn the mattress. Handles should only be used ONLY to position the mattress. They may pull out if used to support the full weight of the mattress.

ROTATING A ONE SIDED MATTRESS

One sided (Non Flip) mattress requires turning every 90 days.

One sided rotating instructions (For Two People)

 To ensure your mattress is turned and rotated properly and safely, please follow these instructions.

1. Grasp the mattress corners and spin the mattress clockwise. 180 Degrees across the base.
2. You have successfully rotated your mattress

Turning and rotating a double sided mattress

Double sided mattresses require turning and rotating every 90 days.

Double sided turning and rotating instructions (for two people)

To ensure your mattress is turned and rotated properly and safely, please follow these instructions.

1. Grasp the mattress corners and spin the mattress clockwise 90 degrees across the base.
2. Tip the mattress up on its edge, and then roll it over so a new sleeping surface is presented.
3. Now Grasp the mattress corners and rotate the mattress clockwise until the mattress is aligned with the base.
4. You have successfully turned and rotated your mattress.