Menu 0

Refund policy

What is Fullair’s Refund Policy

We hope that you will be delighted with your Fullair purchase. If you’re not completely satisfied with your mattress within your trial period, we're happy to help troubleshoot or initiate the return process. For the Fullair items like mattresses, pillows, and cushions, you can contact us through email Sleep@fullair.co.nz. We'll work with you to place the return.

 

Mattress Trial

  • If you’re not completely satisfied within 100 nights of sleeping on your new Fullair mattress, you’re entitled to a refund.
  • Once we received a mattress, your refund will be processed.
  • Great things take time! To be eligible for a return, you must have been sleeping on your Fullair mattress for a minimum of 15 nights. It can take between 2-4 weeks for your body to adjust to any mattress. If you are not completely satisfied after this trial period, contact us within 100 nights of purchase to initiate a return.
  • Your original mattress will likely be donated to charity to help those in need.
  • Once you lodge a return request, we will organize a pick-up from your home in the Auckland area, If you are outside Auckland, you will need to transfer the mattress to our factory by courier. Collections can take up to 10 business days and can only occur during business hours.
  • For all returns, your original purchase receipt is required in order to process your refund. Refunds are approved as soon as the returns process has been successfully completed. Please note it can take 1-2 business days for the bank to process your refund.
  • Please note: Not all mattresses are eligible for a return. Any mattress that has mould, dirt, stains, smells, or bed bug infestations is no-longer eligible for return or replacement.
  • Our return policy is limited to one (1) return mattress to be returned or exchanged per household. All returns are only applicable to a customer’s first order.
  • If you decide that your brand-new Fullair products aren’t exactly working for you within the end of your trial period, we’ve got you covered. All you need to do is simply package your mattress securely with plastic wrap (we recommend using the original packaging if you are returning a product). There’ll be no charge for NZ Non-Rural Delivery, for NZ Rural Delivery Fullair will cover up to $150 maximum. Customers are responsible for additional shipping expenses.

 

Pillow Trial

  • If you’re not completely satisfied within 14 nights of sleeping on your new Fullair pillow, you may return it for any reason. You are also entitled to a full refund.
  • Once we received pillow, your refund will be processed.
  • Great things take time! To be eligible for a return, you must have been sleeping on your Fullair pillow for a minimum of 7 nights. It can take any time between 1-2 weeks for your neck or head to adjust to any pillow. If you are not completely satisfied after this trial period, contact us within 14 nights of purchase to initiate a return.
  • Your original pillows will likely be donated to charity to help those in need.
  • Please help us to drop the pillow at our pop-up store, or if you are living outside Auckland, please send back to us by delivery post service. Once the pillow is collected by us, the refunds will be processed.
  • For all returns, your original purchase receipt is required in order to process your refund. Refunds are approved as soon as the returns process has been successfully completed. Please note it can take 1-2 business days for the bank to process your refund.
  • Please note: Not all pillows are eligible for a return, any pillow that has mould, dirt, stains, smells, or bed bug infestations are no longer eligible for a pillow return nor replacement.
  • This policy is limited to one (1) return of pillow to be returned or exchanged per household. All returns are only applicable to a customer's first order. Please contact us directly in no later than 14 nights after the delivery of your pillow(s).
  • If you decide that your brand new Fullair products aren’t exactly working for you within the end of your trial period, we’ve got you covered. All you need to do just simply package your pillow securely with plastic wrapped. (We recommend using the original packaging if you are returning a product) There’ll be no charging for NZ Non-Rural Delivery, for NZ Rural Delivery Fullair will cover up to 150 dollars as max, customers are only responsible for additional shipping expenses.

 

Cushion Trial

  • If you're not completely satisfied within 14 days of sitting on your new Fullair cushion, you may return it for any reason. You are also entitled to a full refund.
  • Great things take time! To be eligible for a return, you must have been sitting on your Fullair cushion for a minimum of 7 days. It can take anywhere between 1-2 weeks for your body to adjust to a cushion. If you are not completely satisfied after this trial period, contact us within 14 days of purchase to initiate a return.
  • We never re-sell a used cushion. In fact, the materials of the Fullair cushion are fully recyclable.
  • Please help us by dropping the cushion off at our pop-up store, or if you are living outside Auckland, please send it back to us by courier. Once we receive the cushion, the refund will be processed.
  • For all returns, your original purchase receipt is required in order to process your refund. Refunds are approved as soon as the returns process has been successfully completed. Please note it can take 3-5 business days for the bank to process your refund.
  • Please note: Not all cushions is eligible for a return. Any cushion that has mould, dirt, stains, smells or bed bug infestations resulting from poor cushion care, is no-longer eligible for return or replacement. Moreover, please ensure all items are packed securely and arrive back to us in original packaging. We reserve the right to refuse any item that does not meet these requirements.
  • This policy is limited to one (1) cushion to be returned or exchanged per household. All returns are only applicable to a customer's first order. Please contact us directly, no later than 14 days after the delivery of your cushion(s).
  • The cost of return shipping must be paid by the customer at the time of returning.