What is 100 Days/ Trial Warranty?

Your Postureline comes with a 100 days / Nights trial warranty to ensure your personal comfort. Since an average human being takes at least 4 weeks to adjust to a new mattress, a customer can arrange a return of the mattress under this warranty from the start of the 29th day of the 100 days after the mattress is delivered. A Mattress Protector must be always used on the mattress and there should be no mould, dirt, stains, smells or bed bug infestations to avail of this offer. Just email or call us to book a return, and we will organize the same at a nominal return charge on the account of the Customer. Why Return Charge: This is to discourage unwarranted purchases.

When will the money be refunded to my account?

Once we receive the mattress and it’s been inspected by our team the refund will be processed within 2-3 working days. Refunds will be only processed to the same card or method of the payment and will not be refunded in any other form.

Do I pay for delivery?

Yes, only if the address is out of our reach, is not connected via proper roads or if your delivery address is in the South Island.
Due to Covid-19 and health and safety of our team there will be a sanitisation fee - $100 charged for returning the mattress even under the 100 days trial.

Do I pay for Returns?
It can be a challenge to collect the mattress from some of the rural areas as well as the areas which fall outside the metro region of the cities. There will be an additional fee of $150 that will be charged for these places depending on the pickup location.
Further enquiries on delivery please contact us

How long does it take for a Mattress and headboard to be delivered?

The Mattress base and Headboards will take around 7 to 10 days to be dispatched from the Factory. The rest of the products will be dispatched the next working day if ordered separately. If any product is ordered with the Mattress or Headboard, it will be delivered at the same time with the Mattress and Headboard.

Why Can’t I make a payment?

Please your card details again including the expiry. If you are paying with any third-party payment provider, you must contact them. If you are facing any other issue, please contact us at support@ecomfort.co.nz

What payment types can I use?

We accept all the major credit and debit cards. We also offer interest free options to pay as mentioned below
1. Afterpay

  1. Laybuy
  2. Humm
  3. Genoapay

 

Do you provide WINZ Quotes?

Yes, we do provide WINZ quotes to our customers. To get one please fill in the form below and we will be in touch with you.

https://ecomfort.co.nz/pages/winz-quotes

Do you have any physical stores?
Unfortunately, to keep the costs low of our best back support NZ made mattress we operate online only at this stage.

What's the process of sending the mattress back?

 To be eligible for a return, your item must be in good condition and a mattress protector must be used on the mattress to avail of this offer. Refund requests will not be accepted if the item has mould, dirt, stains, smells or bed bug infestations. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@ecomfort.co.nz If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.
Please make sure that the items should be packed nicely as any damage to the items during freight will be charged to the customer.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@ecomfort.co.nz
Contact our customer care for instructions
*PLEASE NOTE- 100 Days trial (Mattress Only) return freight fee will be charged extra from the south island depending on the location.
There is a limit of single return per customer.
Due to Covid-19 and the health and safety of our team there will be a sanitisation fee - $100 charged for returning the mattress even under the 100 days trial.


What is the feel of your mattress?
We would say every person has their own definition of how they feel the mattress firmness. We would strongly recommend trying out the mattress for 100 days to check if it is suitable for you.


Do you guys provide customer support during weekends / holidays?

 We make sure that our staff enjoys a great work-life balance that is why we can provide you with customer service only on weekdays between 9-5pm.

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