Trading Terms and Refund Policy

1. General Terms

These Terms and Conditions apply to purchases made directly through the official Zinus Australia website (www.zinus.com.au).
They do not apply to products purchased through other retailers, third-party marketplaces, or online platforms such as Amazon, eBay, or Catch.
For purchases made through those channels, please refer to the seller’s own terms and refund policies.

By placing an order through our website, you agree to these terms and our Privacy Policy.
Zinus Australia reserves the right to update or amend these terms at any time without prior notice.
All prices are listed in Australian Dollars (AUD) and are inclusive of GST unless stated otherwise.

---

2. Payment

Payment must be made in full at the time of purchase. We accept major credit cards, debit cards, PayPal, bank deposit, and other payment options as displayed at checkout.

Orders will only be processed once payment is successfully received. For bank deposits, please ensure the payment reference includes your order number to avoid delays in order verification and dispatch. Orders will not be shipped until the funds have cleared in our account.

---

3. Shipping and Delivery

We deliver Australia-wide using trusted courier partners. Estimated delivery times vary by location and product availability.
While we make every effort to ensure timely delivery, delays caused by external factors (such as courier delays, weather events, or regional disruptions) are outside our control.

Delivery dates are estimates only. Zinus Australia is not liable for delays outside our reasonable control.

Once dispatched, you will receive tracking details via email. Please ensure all delivery details provided at checkout are accurate. Any redelivery or address correction fees resulting from incomplete or incorrect information will be the customer’s responsibility.

Please note:
We are unable to deliver to PO Boxes, Parcel Lockers, or Australia Post collection points due to the size and nature of our products. Please provide a valid residential or business address where someone is available to receive the delivery.

---

4. Returns and Refunds

At Zinus Australia, we want you to love your purchase. If your item is damaged, faulty, or not as described, you may be entitled to a repair, replacement, or refund under Australian Consumer Law (ACL).

To lodge a claim:

• Contact our Customer Care team at australianorders@zinus.com within a reasonable time of receiving your order.

• Provide proof of purchase, photos of the issue, and a brief description of the problem.

• Our team will assess your claim and advise on the next steps.

Change of Mind Returns:
We offer a 30-day change-of-mind return policy for purchases made through our website. To be eligible:

• The item must be unopened, unused, and in its original packaging.

• The request must be made within 30 days of delivery.

Customers are responsible for return shipping costs on change-of-mind returns.

Due to hygiene reasons, we cannot accept returns for mattresses or bedding products once opened.

Please note:
Comfort preferences, firmness levels, or changes in personal taste do not qualify as defects and are not covered under our Returns or Warranty Policy. Mattress comfort is subjective, and variations in feel can occur based on body type, weight, and sleep environment. We recommend reviewing product specifications carefully before purchase.

Refunds (where applicable) will be processed back to the original payment method once the product has been inspected and approved.

The refund amount will reflect the product price less any applicable administrative fees, such as handling or restocking costs.
Where Zinus Australia has arranged and supplied a return shipping label, the cost of that label will also be deducted from your final refund amount.

Refunds may take up to 10 business days after approval to appear in your account.

---

5. Zinus Warranty Against Defect

In Australia, our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

In addition to your rights under the ACL, Zinus Australia warrants that our products will be free from defects in materials and workmanship for the following periods from the original date of purchase:

 

This warranty covers manufacturing defects only.

To make a warranty claim:
Please contact our Customer Care team at australianorders@zinus.com with your proof of purchase, product details, and a description of the issue. Our team will guide you through the process.

---

6. Warranty Exclusions

The warranty does not cover:

• Normal wear and tear resulting from regular use.

• Comfort preferences or perceived changes in firmness or feel.

• Improper use, including using the product on an unsuitable base, failure to follow care instructions, or neglecting recommended rotation.

• Accidental damage, including stains, tears, burns, cuts, or liquid damage.

• Commercial use or use outside a residential environment.

• Unauthorised modifications or repairs.

If a defect arises during the warranty period, Zinus Australia will, at its discretion, repair or replace the defective part or product. Replacement items may be of similar value and specification if the original model is unavailable.

---

7. Limitation of Liability

To the maximum extent permitted by law, Zinus Australia’s liability is limited to the repair, replacement, or refund of the product.
This limitation does not affect any rights you may have under the Australian Consumer Law.

Zinus Australia is not liable for indirect or consequential loss, including but not limited to inconvenience, loss of use, or damage to other property.

---

8. Governing Law and Dispute Resolution

These Terms and Conditions are governed by the laws of Queensland, Australia.
Each party irrevocably submits to the exclusive jurisdiction of the courts of Queensland, including any courts entitled to hear appeals, and waives any objection to proceedings being brought in those courts.

Dispute Resolution:
Before commencing any court proceedings in relation to a dispute arising under or in connection with these Terms, both you and Zinus Australia agree to first meet (in good faith) to attempt to resolve the matter.
If a resolution cannot be reached through discussion, both parties agree to engage a mediator to assist in resolving the dispute. The costs of mediation will be shared equally between the parties.
Nothing in this clause prevents either party from seeking urgent injunctive or equitable relief from a court of appropriate jurisdiction.

---

9. Contact Us

If you have any questions regarding your order, warranty, or refund, please contact our Customer Care team:
Email: australianorders@zinus.com
Hours: Monday – Friday, 9:00 AM to 5:00 PM (AEST)