Return & Refund Policy
30-day return policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at email@example.com, we will help arrange it to be sent to our charity partners. Items sent back to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Item Return Policy
(Applicable to one mattress, topper and pillow per household)
After your 30 night adjustment period and before your 120-night trial is up, simply contact us and we’ll help organise the collection at no cost.
Metro returns: Once the return has been initiated, our charity partner will contact you to organise the collection of your item at a time that suits you.
Please note: We recommended using an item protector for the duration of your trial, as our charity partner cannot accept the item if it is stained and/or damaged. Once your item has been donated, we'll process your refund in full.
Regional returns: Once the return has been initiated, we'll check your location to ensure our charity partner can reach you.
If not, you will need to find a local charity partner who can assist you with the return. We can guide you through this process, however in the rare case there is not a charity partner who can collect your item, you will need to organise collection or delivery to your closest charity on your own accord.
If you must organise a third party to help you donate the item, Newentor is not responsible for the cost. In all other cases where the item can be collected by our charity partner, returns are free for both metro and regional customers.
Once your item has been donated, we'll process your refund in full. Remember to keep your item in good shape so our charity partner can accept it.
Please Note: There is a minimum 30 day trial period before you can initiate a return. The 120-night trial is limited to one mattress/topper/pillow per household and cannot be used to exchange for another size.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.