Refund policy

Returns & Exchanges Policy

We want you to love your purchase from Zzz Atelier. If you need to return or exchange an item, please read the following policy carefully.

1. Return Period

Our standard return period is 14 days from the date you received your item.
If 14 days have passed since delivery, unfortunately, we can’t offer a refund or exchange.

Some of our products, such as selected mattresses, are covered by our “60 Day Comfort Assurance” trial, which allows an extended period for exchange or refund. Please refer to the Comfort Assurance Terms & Conditions for full details.

2. Eligibility for Return

To qualify for a return:

The item must be unused, unopened, and in the same condition as when received.
It must be in its original packaging.
You must provide a receipt or proof of purchase.

The following items cannot be returned:

Perishable goods (e.g., food, flowers, newspapers, or magazines)
Intimate or sanitary products
Hazardous materials or flammable liquids and gases
Soft furnishing or bedding items such as sheets, pillows, pillowcases, and mattress toppers — except where faulty, in compliance with the Australian Health Act

3. Change-of-Mind Returns

If you change your mind, we will gladly accept returns within 14 days of delivery, provided the product meets the conditions above.

Once we confirm the return, you are responsible for sending the item back to our warehouse in the same condition.
After inspection and approval, we will issue a refund for the full product price, excluding shipping costs, and deduct a 10% restocking fee.

Zzz Atelier reserves the final discretion to accept or decline a return after a full inspection.

4. 60-Day Comfort Assurance (Mattresses Only)

Most full-priced mattresses (excluding outlet or clearance products) are covered by our 60-Day Comfort Assurance, allowing an extended trial period for exchange or refund.

Please ensure you confirm eligibility before purchase and review the full Comfort Assurance Terms & Conditions for details.

5. Damaged or Incorrect Items

Damaged in Transit

If your item arrives damaged:

Take clear photos of the damage (including packaging and product).
Contact us at customerservice@zzzatelier.com.au with your name and contact details.
Do not sign for the delivery as “received in good condition” until you have thoroughly inspected the item.
- If you have not inspected the goods, note this on the courier’s form.

Claims for transit damage may be denied if the shipment is signed off as received in good condition without any note.

Wrong Item Received

If you receive an incorrect item, please contact us immediately at customerservice@zzzatelier.com.au.
We will rectify the issue promptly. Any shipping costs due to our mistake will be covered by us.

6. Refunds

Once your returned item is received and inspected, we’ll email you to confirm receipt and notify you of approval or rejection.

If approved, your refund will be processed within a few business days, and a credit will be automatically applied to your original payment method.

Late or Missing Refunds

If you haven’t received your refund yet:

Check your bank account again.
Contact your credit card company — it may take time before your refund is officially posted.
Contact your bank — there is often some processing time.
If you’ve done all of the above and still haven’t received your refund, please email customerservice@zzzatelier.com.au.

7. Sale Items

Only regular-priced items may be refunded.
Sale or clearance items are non-refundable.

8. Shipping for Returns

Shipping costs are non-refundable.
You are responsible for paying the shipping cost to return your item.
If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time for an exchanged item to reach you may vary.
For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance.
We cannot guarantee that we will receive your returned item.

9. Contact Us

For all return or exchange inquiries, please contact our Customer Service team:
📧 customerservice@zzzatelier.com.au
🌐 Online Contact Form available on our website

Tip: Always inspect your parcel upon delivery. For returns, please pack securely to prevent damage during transit, as this could affect eligibility for a refund.