Returns

We think you’ll love your Eva products. But if you don't, returns are as easy as 1, 2, 3.

Did you know it can take the body at least 30 nights to adjust to a new mattress?

That’s why we recommend all customers to sleep with their
Eva Mattress for 30 nights before initiating a return.
Returns are free and easy after the 30 night adjustment period.

Learn more

Generous Returns Policy

We don't believe five minutes in a showroom is enough time to make up your mind about a mattress you'll be sleeping on for the next decade. That's why we give you up to 100 days to try every Eva product 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. And if you do happen to change your mind during your trial, we offer easy, free returns.

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.

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

This includes pillows, hemp linen.

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.

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.

2. 30 day period

30 day period

There is a minimum 30 day period before you can request the return of any Eva product. The 100 day trial 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.

Homeware Return Policy

This includes pillows, hemp linen.

1. Homeware returns

Metro, regional and rural

Metro, regional and rural returns: To return your Eva homeware, please contact customer service and a return label will be sent to you via email. To complete your return, you must post the parcel 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. If we have not received the parcel back within these 14 days, your return request will be deemed closed. You can reopen your return request at any time within your 100 day trial.

Once the returned product has been inspected, your refund will be processed in full.

Read full terms and conditions
2. 30 day period

30 day period

There is a minimum 30 day period before you can request the return of any Eva product. The 100 day trial 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 sheet set, these are considered the same product type, and only one of these products qualify for the trial. Alternately, if you buy a sheet set of any size and a pillow, 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.

Accessories and Add-ons

Individual sofa modules and fabric covers have a 30 day return policy. For customers within our metro delivery network, Eva will arrange for returns to be picked up by our courier at no extra cost. 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.

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 of your trial. 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.

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 4382orhello@eva.com.auas 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.

How do exchanges work?

If you'd like to exchange your Eva product, we recommend waiting until the end of your product’s trial, as exchanging will void the trial. Please contact customer support on(03) 6361 4382orhello@eva.com.auto request an exchange.