Policies, and Terms & Conditions

Pickups
We encourage pick ups at our warehouse! Our pick up address is located at Unit 12, 76 Reserve Rd Artarmon. We have friendly staff that will help you move your item to your vehicle and you have the option to pay by VISA, MasterCard, EFTPOS, or cash upon arrival. Please check our opening hours and packing size of our item. Notify us 2 days before you plan to pickup your items so we can have them ready for you.

Deliveries
Comfort Innovations contracts out our delivery service with top courier providers. We cannot guaranty all deliveries to be on schedule. However we do have a system in place that can assist you in tracking the delivery of your item. Once payment is received, the courier company will be notified to pickup the items from our warehouse and it will be delivered to your door. The delivery service generally delivers the product to you within 10 business days after full payment depending on location. Once the courier is booked, we will provide you with the consignment number, and the courier company's details for you to track your delivery. Delivery time is between 9am-5pm Monday to Friday. Deliveries are door-to-door, except in remote locations.

Delivery prices quoted on our website and emails are subject to change without notice. All prices quoted are for Basic Delivery Service under the condition that a physically capable individual will be at that destination to assist the courier driver to unload an item from the vehicle if that item weighs more than 30kg. If there is no assistance provided upon receiving the delivery or buyer wants the item to be left outside their property, there will be a 25% surcharge for a Specialised Delivery Service(price may vary depending on location). If the buyer is not present at time of delivery there will be an additional $15 re-delivery fee applied.

• Basic Delivery Service :
  Prices quoted are for the use of the Basic Delivery Service, unless if specified that the customer requires a Specialised Delivery Service. The Basic Delivery Service provides only one driver and a vehicle without a tail lift. With this service you will need to arrange for a physically strong individual (preferably male) to be present at the address to receive the delivery otherwise the driver can refuse delivery. If no one is available to assist the driver, the item will not be delivered. If you cannot arrange someone to assist the driver to unload, you must choose the Specialised Delivery Service, or arrange delivery to a business address, or arrange pickup from the closest courier depot in your area.
• Specialised Delivery Service:
  This courier service includes a tail lift truck with a trolley to make the delivery. Tail lift trucks is not guaranteed in certain remote areas, so not all customers will be able to use this service. Please notify us of the driving conditions required to get to your property e.g. hilly roads, narrow lanes, etc. This service is suitable for customers who cannot arrange someone to assist the driver with unloading the item or would like the items left outside their property because no one will be available to receive delivery. This Specialised Delivery Service will incur a 25% surcharge on top of the quoted price (price may vary depending on location) and you will need to contact us to have this service arranged.
  This service is not available for residential areas in hilly areas, non-straight road or houses located in narrow lanes, etc.

DRIVERS ARE NOT REQUIRED TO MOVE THE ITEM INSIDE OR BEHIND THE HOUSE. DOOR-TO-DOOR DELIVERIES CAN ONLY BE MADE ON
FLAT AREAS UNDER NORMAL CONDITIONS. PLEASE NOTIFY US IF YOU THINK DELIVERY TO YOUR AREA IS DIFFICULT TO GET TO.

Sales and deliveries are number one on our agenda and we will do all that is
possible to make sure your product gets delivered on time and safely

Transit Insurance
At Comfort Innovations, we will insure the safe delivery of your items. As a result we will eliminate all risk associated with the delivery of your item by providing compulsory transit insurance. You will find all delivery prices quoted include transit insurance. With Comfort Innovations you don't have to worry about your delivery. Transit insurance is void if buyer request that item should be left at the address or if no one is present to receive the items. Transit insurance is not included if buyer arranges their own delivery or picks up the items from our warehouse.

Claiming Transit Insurance
If you received an item which you suspect there may be damages during delivery, please do not sign the documents given by the courier company. If documents are signed for the safe delivery of your items, it will be difficult to claim for transit insurance. Please notify us immediately on the same day if you find any damages caused during delivery in order to claim for damages. You will need to provide photos of the damaged parts and your invoice number so we can send replacement parts.

• Comfort Innovations does not except refunds. All sales are final.
• We accept exchanges within 14 days from date of shipment. Buyer must provide the original invoice and arrange for the return of the items to our warehouse. We reserve the right to refuse any exchanges or refunds if the product has been assembled, if the product is damaged, the packaging has been opened, or if the product is not in perfect re-sellable condition.
• There are no fees or charges to cancel your order before payment. A 5% administration fee will be charged for cancellations after payment, where a refund is required. You cannot cancel your transaction after you have made payment and the items have been sent or collected.

• Customers will be contacted via email with their order details.
• Item will not be delivered until payment is received in full.
• Please state a physical address for delivery. No PO Box or GPO Box addresses.
• Shipping is by courier service is door to door delivery, except in remote locations, please click here to view a list of the remote areas. Otherwise postage is handled by Australia Post.
• No refunds. We accept exchanges within 14 days from date of shipment. Buyer must provide original invoice and pay for delivery cost of item. Please refer to the Return Policy.
• 14 days replacement guaranty only applies if item is in resalable condition and packaging is not damaged or opened. Please refer to the Return Policy.
• Customers must pay for delivery cost unless item is being picked up from the Comfort Innovations warehouse.
• All customers must agree with the Comfort Innovations warranty policy before purchasing any item. Please refer to the Warranty Policy.
• Comfort Innovations does not accept liability for consequential loss, nor for injury or damage caused by circumstances beyond our control, including but not limited to misuse, neglect, excessive use, alteration, modification, defective installation, maintenance or repair of the product.
• Comfort Innovations does not accept liability for loss, injury or damage caused by the use or the product in a manner not designed, recommended nor intended by the manufacturer.
• Whilst care is taken, Comfort Innovations will not be directly liable for any loss, theft or damage to any goods. If problem arises, please contact us and we will do our best to resolve any issues.
• While care is taken, any omissions, errors in the item details is unintentional.