Return Policy

We stand by the quality of our AVONEST products and are confident you'll adore them. However, if you're not completely satisfied during the trial period, returns are a breeze.

• Return Process:

Metro Areas: free return pickups within our Melbourne metropolitan delivery network. For mattresses and bed frames, logistics partners will arrange collection. For pillows, contact customer service via email at hello@avonest.com.au or use the provided form. A return label will be emailed to you.

Regional and Rural Areas: Customers must arrange their own returns to our warehouse. Return shipping costs are not covered by AVONEST for these areas.

Packaging: retain original packaging to qualify for returns. If discarded, it's your responsibility to acquire suitable packaging for the return.

Condition of Returns: when returning an item, please ensure it is packaged securely in its original packaging, or in packaging that adequately protects the item to keep it clean and undamaged. This helps ensure a smooth return process. Returns are subject to a quality inspection at our warehouse. Damaged or incomplete products may only qualify for a partial refund.

• Refunds and Exchanges:

Refunds: issued promptly after inspection at our warehouse, provided the product meets return conditions. The refund will be credited to the original payment method.

Exchanges: advised post-trial period to avoid nullifying the trial.

Contact customer service to initiate an exchange at order@avonest.com.au.

• Special Notes:

Mattress and Furniture: only one mattress or one bed frame trial per household per product type. For instance, purchasing multiple sizes of the same mattress or bed frame type restricts the trial to one product.

Furniture: Ensure all original components are present and undamaged.

Mattress, Furniture and Homeware: Packaging must be retained throughout the trial period.

Homeware: Drop off the package at your nearest post office with the return label attached within 14 days of receipt. Failure to return within this timeframe may result in the closure of your return request.

Faulty Items: if an item is faulty or damaged and not covered by warranty, it does not qualify for a return.

Customers are entitled to return their purchases within 120 days if they are not completely satisfied. However, it is important to note that all promotional items received with the product must also be returned. This includes any cash back received for writing a review and any promotional gifts such as pillows included with the purchase of mattresses or bed frames in their original packagings. Failure to return these promotional items will result in a deduction of their value from the refunded amount.

• Customer Service and FAQs:

Order Cancellations: available if the product hasn’t been shipped. Contact customer service immediately at order@avonest.com.au. 

Missing Components Policy: In cases where components of a purchased item are missing upon return, we understand that each situation can be unique. To address this fairly, we will evaluate each case individually to determine the most appropriate solution. This ensures that we consider the specific circumstances of each return. In views to the compensation for Missing Parts, If parts are missing, we may need to charge a fee equivalent to the cost price of the missing components. This charge compensates for the incomplete return and helps maintain our commitment to quality and complete product offerings for all customers. We strongly encourage you to reach out to our customer service team at order@avonest.com.au if you are aware that components are missing when you prepare a return. Our team will guide you through the process and discuss the possible solutions. This approach allows us to maintain fairness and transparency with our customers, ensuring satisfaction while protecting the integrity of our products.