Return & Refund Policy

(Applicable to maximum two mattresses/two toppers 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.

(kindly note that the free trial and return policy does not apply to wrong size purchases of mattress toppers or mattresses).

We would kindly ask for a simple explaination of your experiences and reasons for the return, then we need you to donate the item to a charity, which we can help arranging based on the circumstances.
For the toppers, we kindly need you to take them with you to the local charity shop.
Due to the size, the topper usually is easier to be carried around for donation.
After the shop has accepted the topper, kindly take a picture of the donation and send it to us, we will process your refund right after.
For the mattresses, we have the charity partner of Salvos, and after you informed us of the return decision, we will submit the information to Salvos.
Salvos will initiate first contact to arrange their collection.
Do NOT contact Salvos, otherwise they will ask you to contact us for collection in return.
Salvos will try to contact your 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 are usually as follows:
pick-up hours are:

− 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 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 parking for our trucks. If this is not possible, they will be unable to complete the pick-up.

Customers are to call Salvos if they need to CANCEL, to let us know that they willnot be at home, or to reschedule.

Please note: We recommended using an item protector for the duration of your trial, as our charity partner cannot accept the item if it is stained and/or damaged.

Once your item has been donated and presented with pictures/receipts proof, we'll process your refund in full immediately.

If we happen to have charity partner in your area, we will help arranging the whole process of the donation.

If we could not manage to arrange, you will need to find a local charity partner who can assist you with the return.

In the cases that there is no charity partner who can collect your item, you will need to organize collection or delivery to your closest charity on your own accord.

If you must organize a third party to help you donate the item, Newentor is not responsible for the cost.

Remember to keep your item in good shape so our charity partner 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.

The 120-night trial is limited to two mattresses/ two toppers per household and cannot be used to exchange for another size.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at service@newentor.com.au, we will help arrange it to be sent to our charity partners. Items sent back to us without first requesting a return will not be accepted.

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

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 and make it right.

We will notify you once we’ve received and inspected your return, 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.