Return & Refund Policy

120-day Return Policy for Mattresses

120-day Return Policy for Mattresses

(Applicable to maximum two mattresses per household)

After your 30-night adjustment period and before your 120-night trial is up if you wish to return, simply contact us for the return inquiry. We would kindly ask for a simple explaination of your experiences and reasons for the return and arrange the donation for you.

Friendly Reminder: the following two kinds of situation are NOT COVERED  by our 120-day free trial policy

  • The mattress topper is not eligible for the 120-day free trial policy.
  • In case you discover an error after placing the order, please send an email titled Return Request of Order # to  service@newentor.com.au. We will promptly assist you with the process.

However, if you contact us too late (after we have already submitted the order info to the logistics provider), we will attempt to intercept the order but cannot guarantee its success. If the interception fails, the goods will still be transported to your address. You can refuse the delivery when contacted by the courier, or keep the goods intact and provide us with photos. We will arrange the return process to our warehouse. Please note that in this scenario, you will be responsible for the initial shipping and return shipping costs. We kindly ask for your understanding that currently, we only offer free shipping for orders that are not returned or exchanged after the 120-day free trial period but are still deemed unsuitable. Furniture transportation incurs additional expenses due to its volume. Thank you for your understanding.

For the mattresses donation, we have the charity partner of Salvos Stores, and after you informed us of the return decision, we will submit the information to Salvos Stores.

Salvos Stores will initiate first contact to arrange the collection.  Therefore, you do not need to contact them in advance to avoid unnecessary communication misunderstandings.

Salvos Stores will try to contact you within 2-3 business days (peak periods/staff shortages might increase their team workloads). Some locations have a longer collection wait time than others so it is not possible to provide an overall timeframe of when a collection will occur. This can range from a week to several weeks in some areas and depending on demands on logistics.

The pick up hours of Salvos Stores are usually as follows:

− QLD/NSW/ACT - 8.00 am and 4.00 pm

− WA - 9.00 am and 5.00 pm

− All other states - 8.30 am and 3.30 pm

  •  Salvos Stores are UNABLE to provide a fixed time or time frame for a collection.
  •  They can provide a 30-minute notice call, if requested.
  • They require suitable, legal, safe and easy access for their trucks. If this is not possible, they will be unable to complete the pick-up.
  • You can call Salvos Stores to CANCEL, to let them know that you will not be at home, or to reschedule.

DUE TO OHS:

  • Salvos Stores cannot accept any mattress which is dirty/stained, or with any damage. Driverswill thoroughly assess each mattress on the day of collection and advise you at the time if unsuitable.
  • If the mattress is in good condition but the mattress protector/cover is stained ordamaged, please wash, dry and replace cover prior to collection. Otherwise the mattresswill not be accepted.
  • Due to OHS if the collection of a mattress poses any risk to the collectors, orproperty, they will be unable to complete the pick-up. This may include stairs in somesituations. The donor may need to move the mattress down the stairs prior to theirarrival.
  • The collectors require easy access to the property and mattress. If this is not possible, they may be unable to complete the pick-up.
  • They have LOW CONTACT (post COVID), donors and collectors are required to keep the standard social distancing.

Salvos Stores will only attempt contacting you twice. Messages are left for you to call them back when voice mail is an option, they do not call a second time if a voice mail has been left, it is up to you to return their call.

Please note: We recommended using a mattress protector for the duration of your trial, as many charities cannot accept the item if it is dirty/stained, or with any damage.

Once donation completed, we'll process your refund in full immediately. Pictures/receipts proof are not allowed/provided by Salvos at a collection (proof of pick up is provided via their database) or please inform the store manager at store drop off who will notify Salvos customer support team.

If Salvos does not provide service in your area, please find a local charity partner who can assist you with the return and offer us proofs when processing refund.

However, if  there is no charity partner and you have to organize a third party to help you donate the item, Newentor is not responsible for any cost. 

Remember to keep your item in good shape so the charities can accept it. Once your item has been donated, we'll process your refund in full.

Please Note: There is a minimum 30 day trial period before you can initiate a return and the trial starts from the day you receive the shipping notification email.

The 120-night trial is limited to maximum two mattresses per household and cannot be used to exchange for another size or type of products.

120-day Return Policy for Pillow

We have a 120-day return/exchange policy for the pillow, which means you have 120 days after receiving your pillow to request a return and refund.

To be eligible for a return, we kindly need your proof of purchase or order number.

To start a return or exchange, you can contact us at service@newentor.com.au, items sent back to us without first requesting a return will not be accepted.

When can I get the fund?

If you paid online, your refund may take 3-7 business days to appear on your account.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue immediately and make it right.

Refunds

We will notify you once we’ve received and inspected your donation, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.