That’s why we recommend all customers to sleep with their Eva Mattress for 30 nights before initiating a return.
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Returns
We think you’ll love your Eva products. But if you don't, returns are as easy as 1, 2, 3.
Generous Returns Policy
We know a power nap in-store won’t cut the need for long-term sweetest dreams. Most people live with their mattress for 10 years, and we know how important it is to make the right decision. That's why we give you up to 100 days to try our mattresses, 60 days to try our furniture and 30 days for our soft furnishings, accessories and add-ons in the comfort of your own home. You’re going to be spending a lot of time together, so we want you to know you’ve made the right choice.
Did you know it can take the body at least 30 nights to adjust to a new mattress?
Mattress Return Policy
After your 30 night adjustment period and before your trial is up (100 days), simply contact us and we’ll help organise the collection at no cost for metro customers.
1. Mattress Returns
Metro, regional and rural
After your 30 night adjustment period and before your trial is up (100 days), simply contact us and we’ll help organise the collection at no cost.
Metro returns: Eva will cover the costs for all returns within our metro delivery network in Sydney, Brisbane, Melbourne, Adelaide and Perth. This will involve our charity partner contacting you to organise the collection and removal of your mattress, at a time that suits you. Due to COVID safety procedures, you may be required to assist in removing the mattress from your home and placing it on your kerbside for pick up. Returns times can vary up to 30 days depending on our charity partner’s capacity, and collection schedule in your area.
Regional and rural returns: Customers who live in a regional area still qualify for their trial but will need to organise the donation of their mattress to ACNC registered charities and/or charities that qualify as a Deductible Gift Recipient. Please reach out to us if you need help with finding a charity and we can help recommend some partners to you.
In instances where a charity cannot be found, Eva will work with you to find alternative solutions. Customers will not be reimbursed by Eva for any costs incurred in the process of donation. In all other cases where the mattress can be collected by our charity partner, returns are free for both metro and regional customers.
read our full terms and conditions
2. 30 day adjustment period
30 Day Adjustment & Trial Information
There is a minimum 30 day period before you can request the return of any Eva product. The trials are limited to one product type per household, and can only apply once when purchasing several sizes of the same product.
For example, if you buy a king and a queen mattress, these are considered the same product type, and only one of these products qualify for the trial. Alternately, if you buy a mattress of any size and a bed frame, the trial applies to both products as they are different product types.
We recommended using a mattress protector for the duration of your trial, as our charity partner cannot accept the mattress if it is stained and/or damaged. Once your mattress has been donated, we'll process your refund in full.
If your returned mattress is rejected by the charity it's donated to due to any rips, stains or damage, Eva will be required to recycle the mattress responsibly and a $100 disposal fee will be debited from your refund.
Furniture Return Policy
You have a generous 60 days from the day our pieces are delivered to see whether our furniture is right for you. This includes sofas, sofa beds, bed frames, tables and chairs.
1. Furniture returns
Metro, regional and rural
Metro returns: For customers within our metro delivery network in Sydney, Brisbane, Melbourne, Adelaide and Perth, Eva can arrange for returns to be picked up by our courier at no extra cost.
Outer Metro, Regional and rural returns: Customers who live in a regional area will need to organise their own return back to our warehouse before a refund can be initiated. The customer will not be covered by Eva for costs of return. Delivery fees are non-refundable.
2. 30 day period
30 day period
There is a minimum 30 day period before you can request the return of any Eva product, so you can really give it the time you need to make sure your choice is right.
The 60 day return policy is limited to one product type per household, and can only apply once when purchasing several sizes of the same product. For example, if you buy a king and a queen bed frame, these are considered the same product type, and only one of these products qualify for the trial. Alternately, if you buy a bed frame of any size and a sofa, the trial applies to both products as they are different product types. Eva will not accept returns if products have been damaged or is returned with missing pieces.
Soft Furnishings, Accessories & Add-Ons Return Policy
You have 30 days to see whether they're right for you. Soft furnishings include pillows, hemp linen and cushions. Add-ons include storage drawers and individual sofa modules. Accessories include fabric covers for bed frames and sofas.
1. Soft furnishings
Metro, regional and rural
Metro, regional and rural returns: Simply keep your original packaging, contact customer service before 30 days and a return label will be sent to you via email. Then drop it off at your nearest post office with your provided return label clearly attached. You have 14 days from receiving the returns label to post the parcel, otherwise your return request will be deemed closed.
Once the returned product has been inspected, your refund will be processed in full.
Read full terms and conditions
2. Sofa seats & storage drawers
Metro, regional and rural
Metro returns: For customers within our metro delivery network, Eva will arrange for returns to be picked up by our courier at no extra cost. Delivery fees are non-refundable.
Outer Metro, Regional and Rural returns: Customers in our regional and rural areas will need to organise their own return back to our state warehouse. Eva will not cover the costs of regional and rural returns. Delivery fees are non-refundable.
Faulty or damaged products
We are only able to accept returned products that are in good condition. If your mattress is damaged or stained during the trial (and not covered by warranty) you will be ineligible for a return.
For furniture and homewares, this means ensuring you have all the original pieces and the fabric or timber is not damaged in any way. Your refund may be subject to an inspection when it returns to our warehouse.
Packaging
To be eligible for a return, you must keep the packaging for the duration. If the packaging is not kept, it is the customer’s responsibility to source packaging and arrange for the goods to be returned to Eva’s closest warehouse. Eva will not cover the cost of return for products without their original packaging.
This policy only applies to furniture and homewares, and does not apply to mattresses.
All your questions answered
How long will my return take?
We will refund you as soon as we have received the product back at one of our warehouses or associated charities and if it has met the outlined criteria. The refund will be placed on the card or account that you used to purchase. The time for returns to be processed can vary based on product, location, and payment method.
Is my delivery fee refundable?
No, any delivery fees incurred in your order are not refundable upon return. You will be refunded the price you paid for your product less delivery fees.
How do I reschedule my return pick-up?
If you happen to miss your scheduled bed frame or mattress pick-up, please call the Salvation Army on13 72 58to reschedule or contact the Eva team.
How do I cancel my order?
If you find you have accidentally ordered the incorrect product or size you may be able to cancel your order if the product has not been dispatched. Please contact our customer service team on (03) 6361 4382 or hello@eva.com.au as soon as possible.
What if I do not have all the parts?
If there missing pieces, customers will only be eligible for a partial refund up to 60% of their original order, pending return of all pieces. Customers are responsible for returning the remaining pieces at their own cost.