Policy and Information

Returns Policy and Information

Comfort Innovations understand that sometimes you may need to return a product you have purchased from us. To assist you, we have set out our returns policy highlighting key points that you should know.
Australian Consumer Law

Our returns policy includes, and does not exclude or limit, the rights you have under the Australian Consumer Law (if you are a consumer) and other relevant laws.

If you are a consumer under the Australian Consumer Law:

  • Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
  • Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period for which a remedy may be available can vary from product to product, depending on factors such as the nature of the product and the price. Therefore the type of remedy Comfort Innovations can offer you may also vary depending on how long it takes you to return the product to us.
How to Return Your Product?

Please bring your product to the Comfort Innovations warehouse to have your products returned or exchanged.

a) Please retain your receipt

In order to obtain a refund, you must provide us with clear proof of purchase. The proof of purchase may either be a:

  • invoice which was issued; or
  • bank statement or credit card statement where the amount shown on the statement directly corresponds with the purchase price of the product (where multiple products were purchased in one transaction, this would limit our ability to establish proof of purchase).

If we cannot establish reasonable proof of purchased we may elect whether or not to accept your product for return.

b) Faulty Product

Once proof of purchase has been established, we will offer you a refund, exchange, or repair, under the following conditions:

  • major-fault: you are entitled to a replacement or full refund;
  • non-major fault which can be easily repaired within a reasonable timeframe: we reserve the right to offer a remedy in the form or a repair, exchange or refund;
  • the product has been damaged or abused through misuse, abnormal use or negligent use: unfortunately we can not offer any refund or exchange

If the product does not match its advertised description, Comfort Innovations may provide you with a refund of the product purchased.

c) Non-Faulty Product

If the product is not faulty and you wish to return or exchange your product, you are subject to the following conditions:

Conditions: Refund or Exchange will only be accepted if:
  • the product is returned within 21 days from the date of dispatch or collection
  • the product has not been used or you have not attempted to install the product
  • the product and packaging is not damaged

Refunds: Administration and handling fee applies to the refunded amount *
(this fee is waived if you elect to receive store credits)
  • the product is to be returned to our warehouse at your own cost
  • refund applies to the purchased price of the product
  • freight or postage is not refunded

* administration fees are stated on the product's online listing
Exchanges: Exchanges will be given as: store credits
  • the product is to be returned to our warehouse at your own cost
  • store credits applies to the purchased price of the product
  • store credits does not apply for freight or postage