Returns and Refunds
We want you to shop with confidence, knowing that you can return your purchase if you change your mind, whether it is sale, full-price or a clearance product (unless specified in the excluded change of mind products below). We will provide you with an exchange or refund in any of our stores or via post if:
- You have proof of purchase (either the tax invoice sent with your order confirmation or packing slip sent with your parcel);
- You purchased the product in the last 30 days; and
- The product is in its original saleable condition with all packaging and labels and has not been washed, used or worn, and, if a perishable product, is not expired.
For any returns for purchases where there is a 'Gift with Purchase' all gifts must be returned as well when returning the purchase.
Returns can be processed at any Pillow Talk store, including online orders. Returns are processed using the original payment method (includes the same card or device as purchase). Postage charges on returns are not refundable unless it is being returned under a warranty claim.
The benefits given to you under our 'change of mind' returns policy are in addition to other rights and remedies under the Australian Consumer Law.
Excluded Change of mind products
For hygiene reasons we do NOT exchange, or refund change of mind returns on:
- Quilts
- Pillows
- Mattress Toppers
- Mattress and Pillow Protectors
- Underblankets
Please ensure you select these items carefully before purchase.
Incorrect or Faulty items
Please contact our Customer Care team straight away if there is any issue with products received, with your order number and further details and we will investigate this for you. We will honour our obligations under the Australian Consumer Law and provide you with an exchange, refund or compensation if an item has a major problem. This is when the item:
- has a problem that would have stopped you buying it had you known about the problem;
- is unsafe;
- is significantly different from the description or sample shown to you; or
- does not do what we said it would, or what you asked for and cannot be easily fixed.
For warranty claims, proof of purchase is required, and we reserve the right to assess the condition and age of any returned goods prior to offering an exchange, refund or compensation.
If you have any queries about warranties or returns, please contact our friendly Customer Care team who will be more than happy to help. You can email us at customercare@pillowtalk.com.au, Chat with us via Live Chat or call us on 1800 630 690.
Proof of Purchase
Returns must be accompanied by a receipt or other itemised, verifiable proof of purchase such as the tax invoice sent with your order confirmation or packing slip sent with your parcel). In certain circumstances, you may be required to provide further information such as photo identification for loss prevention or legislative requirements. Information collected in this manner will be stored securely in accordance with Pillow Talk’s Privacy Policy. Pillow Talk retains the right to refuse a refund for unverified purchases.
Returning products to Pillow Talk
Products (excluding eBay purchases) that you have purchased on www.pillowtalk.com.au can be returned either:
In store: Return the products to any of our 68 retail stores: https://www.pillowtalk.com.au/find-a-store/
By Post:
1) Please contact our Customer Care here prior to returning it to receive a returns ID number.
2) Take it to your local Post Office to be returned to:
Pillow Talk Customer Care
PO Box 1122
Oxley QLD 4075
Please note: Shipping fees for returns will apply.
Buy Now, Pay Later
If the purchase was made through a buy now pay later payment provider, the refunded money will be returned to the account held, and the balance will then be adjusted accordingly.
To find out more about Afterpay visit www.afterpay.com
To find out more about Zip visit https://help.zip.co/hc/en-us
eBay
All purchases made via Pillow Talk’s eBay store must be initiated via the eBay returns portal. Please contact our Customer Care team at customercare@pillowtalk.com.au or call us on 1800 630 690 if you require support in this process. Please note unfortunately, we are unable to process refunds or exchanges in-store for eBay products.
Updated: 13/03/2024
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