Refund policy
We take customer service seriously.
Our approach to service is to do whatever it takes to turn a negative experience into a positive one. This means we often go above and beyond the terms in this policy, however the terms laid out here are our minimum best practice.
Our liability
1. Liability for mattress damage
Use of Mattibag is at your own discretion, and Zippertarp accepts no liability for damage to any mattress, or any other object, that occurs as a result of using our product, or in association with the use of our product, whether use is in accordance with instructions or otherwise. We cannot control the condition, moisture content or cleanliness of your mattresses prior to storage in the bag, nor can we control the way the bag is handled or moved, or the nature of any environment where your mattress is stored. As these conditions are not in our control, we do not accept responsibility for damage to your mattress, or any other item. Mattibag is a simple tarp product made into a bag and does not guarantee complete protection of your mattress.
Refunds
2. Faulty goods
We'll refund the cost of an item and shipping if the item is faulty or damaged. All we require is a photo of the item clearly showing the fault, along with a message describing the issue. Please email us at support@mattibag.com.au including a photo of the fault and a description of the issue.
3. Change of mind
If you have bought and received an item but have changed your mind you can return it to us for a full refund, provided the package has not been opened. Shipping costs for change of mind returns must be paid for by you.
Please ship returns to:
Mattibag Returns
PO Box 1233
Brighton Rd VIC 3184
Replacement
4. Faulty goods
If you'd prefer a replacement item instead of a refund please let us know and we'll send one out, and cover the cost of shipping. There's no need to return the faulty item to us.
5. Order mix-ups
If you end up with a bag that's the wrong size, i.e. it's not what you ordered, just return it to us and we'll send you a replacement bag of the right size. We'll refund any difference in your favour, but won't require any additional payment if you meant to get a bigger size.
If the error was yours, i.e. you ordered the wrong size, you'll need to pay for the cost of shipping the return. We'll pay for the cost of shipping the replacement. If the error was ours, we'll pay for the shipping.
Please ship returns to:
Mattibag Returns
PO Box 1233
Brighton Rd VIC 3184