Eva Returns

We think you’ll love your Eva products. But, if you don’t, we have made the returns process as easy as possible for you.

Covid-19 info

Return a mattress or furniture?

Get in touch and we’ll collect the items and refund you in full.
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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.
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Return Policies

Mattresses Return Policy

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 mattress at a time that suits you.

Please note: 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.

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 mattress, you will need to organise collection or delivery to your closest charity (or Eva warehouse) on your own accord. If you must organise a third party to help you donate the mattress, Eva is not responsible for the cost. In all other cases where the mattress can be collected by our charity partner, returns are free from both metro and regional customers. Once your mattress has been donated, we'll process your refund in full. Remember to keep your Eva Mattress 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 per household and cannot be used to exchange for another size.

Bed Frame Return Policy

To be eligible for return, you must keep the original packaging of your Timber Bed Frame. If the packaging is not kept, it is the customer's responsibility to arrange for the goods to be returned to Eva's closest warehouse. Eva will not cover the cost of return for bed frames without their original packaging. There is a minimum of 30 days before you can request a return of any Eva product.

Metro returns: Customers within eligible areas of Sydney, Brisbane, Melbourne, Adelaide and Perth, Eva can arrange for returns to be picked up by our courier at no extra cost.

Regional 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 for costs of return. The bed frame must be kept in good condition during the 120-night trial period. Eva will not accept returns if the bed frame has been damaged or is returned with missing pieces.

Please Note: The 120-night trial is limited to one bed frame per household.

Sheets Return Policy

If you wish to return your Hemp Linen Sheet or Duvet Set, please contact customer service and a return label will be sent to you via email. There is a minimum of 30 days before you can request a return of any Eva product.

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 120 days of purchase.

Once our charity partner has received the returned item, they will conduct a check to ensure the item is in good condition and your refund will be processed.

Please Note: The 120-night trial is limited to one sheet/duvet set per household and cannot be used to exchange for another size.

Pillow Return Policy

If you wish to return your Eva Pillow, please contact customer service and a return label will be sent to you via email. There is a minimum of 30 days before you can request a return of any Eva product.

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 120 days of purchase.

Once our charity partner has received the returned item, they will conduct a check to ensure the item is in good condition and your refund will be processed.

Please Note: The 120-night trial is limited to one pillow per household.

Sofa Return Policy

To be eligible for return, you must keep the original packaging of your All Day Sofa. If the packaging is not kept, it is the customer's responsibility to arrange for the goods to be returned to Eva's closest warehouse. They will not be covered for costs of return.

For metro customers, within eligible areas of Sydney, Brisbane, Melbourne, Adelaide and Perth, Eva will arrange for returns to be picked up by our courier at no extra cost. Rural and regional customers who wish to return their All Day Sofa will need to organise their own return back to our warehouse before a refund can be initiated. The customer will not be covered for costs of return.

The All Day Sofa must be kept in good condition during the 120-night trial period. Eva will not accept returns if the All Day Sofa has been damaged or is returned with missing pieces.

Please Note:There is a minimum 30 day trial period before you can initiate a return. The 120 night trial is limited to only 1 sofa per household (ie., the 120 night trial can only be applied once if purchasing any product from the full All Day Sofa range).

FAQs

After your initial 30 days, simply contact us before your 120-night trial is up and we’ll help organise the return. There may be different requirements for each return depending on product and location so please check your product above.

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.

If you happen to miss your scheduled bed frame or mattress pick-up, please call the Salvation Army on 13 72 58 to reschedule or contact the Eva team.

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) 8820 4034 or hello@eva.com.au as soon as possible.

Certain products require you to keep the original packaging in order to qualify for a free return. If returning the Eva Mattress, or Hemp Linen you do not need to keep the original packaging.

If you'd like to exchange your Eva product, we recommend waiting until the end of your 120-night trial, as exchanging will void the trial. Please contact customer support on (03) 8820 4034 or hello@eva.com.au to request an exchange.

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For any questions, please take a look at our FAQ section. Otherwise, our team are always happy to help!
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