1. You'll receive a high quality, sustainable product
We take a lot of pride in offering only the best, high quality, certified natural products that are both ethically sourced and trustworthy.
All of the main materials we use are 100% sustainably sourced meaning there are no lasting effects on the environment.
Our timber is sourced only from certified plantations. This includes our Tasmanian Oak (Victorian), Rose Gum and Pine. The certifications for the manufacturing and production of the timber is as follows:
- FSC Certification: Aims to develop standards that ensure environmental, social and economic needs are balanced, and that long-term forest management plans are implemented.
- PEFC Certification: PEFC works throughout the entire forest supply chain to promote good practice in the forest and to ensure that timber and non-timber forest products are produced with respect for the highest ecological, social and ethical standards.
The production of our latex is only from certified rubber tree plantation in Sri Lanka. We can guarantee a pesticide free and chemical free organic latex with the following certifications:
- TUV Test
- GOLS Certification
- Eco-institut test
- FSC
- OEKO TEX
- GOTS Certification
2. If you're not happy, we'll take it back*
120-Night Returns – With so few returns and so many happy sleepers, we’re confident to now offer a full refund minus a return admin fee of just $95 on any bed base or mattress within 120 nights (toppers and side tables included only when purchased with a mattress or base – with no extra return cost). We’ll simply pick up your order for return, or donate it to charity!
Simple conditions apply: Please keep the boxes to avoid any potential extra costs (could be stored flat in the garage). If you are outside our free delivery area and we charged you an extra fee, this fee is non-refundable. Maximum of 1 mattress return and 1 bed base return per household.
If you are not happy with the firmness of your mattress inside 120 nights, we offer a one-time free latex layer exchange to a different firmness! You can also upgrade to any other mattress (only pay the difference in price) or downgrade to any other mattress (with a refund of the difference in price) – we’ll cover delivery!
Remember, if you’re switching from an old, basic cotton pillow, you must allow this time for your body to adjust! Latex is a far superior, durable material that’s going to last you many years.
Unfortunately we do not accept returns or refunds on our Latex Pillows.
Our pillows do have a 10 year warranty where we will replace it for free if there are any major defects.
Unfortunately, we do not accept returns on our mattress protectors.
Our protectors do have a 1 year warranty so if there are any major defects, we will replace it for free.
Unfortunately, we do not accept returns or refunds on our mattress toppers.
The topper does have a 10 year warranty where we will replace it for free if there are any major defects.
Unfortunately, we do not accept returns on our bed sheets.
Our sheets do have a 1 year warranty so if there are any major defects, we will replace it for free.
3. If something goes wrong, we'll fix it*
We offer huge warranties on all our products as we only sell quality, durable products that are not going to degrade over time. And since we’ve been doing this for over 30 years, we’re extremely confident in offering these unmatched quality guarantees.
Yep that’s right. We’ve been doing this for so long and with so few issues, we’re prepared to offer a lifetime guarantee against any break, creak or squeak in your bed base.
Lifetime warranty against any break/squeak, including all delivery fees for 2 years. After this, only delivery/callout fees apply.
Our warranty does not cover:
- Abnormal use or intentional damage
- Any issues related to heat or water damage
- General wear and tear
However, we are more than happy to work with you in assisting you with any issue with your bed base such as any breaks, squeaks, and creaks. Just contact us with all your information and we’ll be more than happy to help!
Our latex mattresses are confidently built for long-term use and are covered by a full 20-year warranty for sagging or major manufacturing defects, plus covered for mould if used on a Quokka Bed Base, with proper care and maintenance.
CARE REQUIREMENTS
To keep your mattress healthy, supportive, and to maintain your warranty, you must:
- Rotate the top latex layer every 3 months to even out any normal softening over time
- Use a firm, flat and well-ventilated bed base
- Slats must be flat, rigid and no more than 5cm apart (for our Hybrid mattress, up to 9cm apart). If not, you can use the mesh panels explained below.
- Mattresses Double size and above also require grounded central support
If your base does not meet the slat requirements, you can usually place 2 wire mesh panels from Bunnings under your mattress like this, which meets our warranty terms by significantly increasing the support and durability of the latex while maintaining aeration.
Adjustable bases are suitable if they provide equivalent support and ventilation. Using a mattress protector or electric blanket is also fine.
MOULD COVER
Mould and mildew are generally considered environmental issues rather than manufacturing defects by almost all warranties.
However, our warranty covers this only where the mattress has been used on a Quokka Bed Base, because they are well designed so you can easily aerate the bottom of the mattress by dropping out the middle slats with the mattress still in place. This means the mattress can be dried from the bottom and moisture seeps out downwards - which is very difficult to do with most other bases.
Our mattresses are made from 100% organic latex, which is naturally open-cell and mould resistant. It allows moisture to pass through rather than trapping it internally, where excessive moisture usually only settles on the underside of the cover. Unlike foam mattresses that you cannot open up, any mould is visible on the surface rather than hidden inside the mattress - so you can be confident you're sleeping healthy!
About this cover:
- Always use a Quokka Bed Base
- Check under the mattress in the middle of the base for any signs of moisture at least weekly, or daily if it is particularly humid, someone is sick or after any liquid spill.
- If there is any sign of moisture, aerate your mattress by simply dropping out the middle slats (or in and around where the moisture is). The slats can be removed and replaced without moving the mattress at all.
- This is limited to one replacement claim for component(s) that have visible mould, as any recurrence would indicate an ongoing environmental or maintenance issue.
WARRANTY COVER
If your mattress develops a visible indentation or sag greater than 20mm (excluding the removable cover), we will replace the mattress or affected component(s) as appropriate.
The warranty does not cover:
- Indentations or body impressions of 20mm or less, excluding the removable cover
- Natural settling or compression of the fibres in the cover
- General wear and tear
- Damage caused by misuse, improper support or incorrect handling
- Damage to or tearing of the mattress cover or its zipper
- Soiled, stained or water-damaged mattresses
- Mould or mildew outside the conditions above
- Commercial or non-domestic use
- Minor variations in finished dimensions
Our Latex Contour Pillow is guaranteed to outlast any regular pillow – with a 10-Year warranty against ANY 20mm sag or indentation that is not a result of improper use.
Our warranty does not cover:
- Mildew/mould build up from improper use
- Damage arising from abnormal use or intentional damage
- General wear and tear
- Damage arising from moving or ripping the pillow cover
- Soiled or stained pillow
- Water, UV light or heat damage
- Dimension variations: finished dimensions of soft goods may vary slightly from listed standard dimensions and from one package to the next
We are happy to offer our customers 10 years warranty for our cot mattresses. Our warranty does include repairing or replacing more than 10mm indentation or ‘sag’, or if there is any other manufacturing defect that is not a result of improper use. Covers normal domestic use only.
Our warranty does not cover:
- Mildew/mould build up from improper bed base
- Damage arising from abnormal use or abuse of mattress
- Normal body impression under 10mm
- General wear and tear
- Damage arising from moving or ripping the mattress cover
- Soiled or stained mattress
- Water damage
- Dimension variations: finished dimensions of soft goods may vary slightly from listed standard dimensions and from one package to the next
With all of our timber products, we offer a lifetime warranty against any breaks to your cube or table.
We’ll replace and/or repair your cube or table at ANY time for FREE
Our warranty does not cover:
- Abnormal use or intentional damage
- Any issues related to heat or damage
- General wear and tear
Our 1 year warranty for our mattress protector includes physical damage, major blemishes, or manufacturing defects to the material or the workmanship of the product
Our warranty does not include:
- Normal wear and tear including any staining or discolouration
- Damage caused by improper use or intentional damage
- Damage caused by alternations
- Dimension variations: finished dimensions of soft goods may vary slightly from listed standard dimensions and from one package to the next
Our 1 year warranty for our bed sheet includes physical damage, major blemishes, or manufacturing defects to the material or the workmanship of the product
- Our warranty does not include:
- Normal wear and tear: including pilling, discolouration/fading, and stains
- Damage from improper care: not following care label instructions (max washing temperature 40°C, low tumble dry only)
- Intentional damage or alterations
- Slight imperfections: minor inconsistencies in tailoring or aesthetic appearance (fabric pattern, colour variations, stitching, or shape) that do not affect normal use
- Dimension variations: finished dimensions of soft goods may vary slightly from listed standard dimensions and from one package to the next
We will repair or replace your topper if there is more than a 10mm visible indentation or ‘sag’, or there is any other manufacturing defect that is not a result of improper use.
Covers normal domestic use only.
Adding a protector or electric blanket on top is fine and does not void the warranty.
Our warranty does not cover:
- Abnormal use or intentional damage
- Any issues related to heat or water damage
- General wear and tear
Simply call us on 0455 737 177 or email us onsupport@quokkabeds.com.auwith the details of your claim, and we will work with you to confirm the issue and send out any replacement parts or products as quickly as possible (in most cases, for no charge at all).
