Returns & Refunds
Returns and refunds, in plain English.
Changed your mind, ordered the wrong size or something arrived faulty? Here is exactly what happens next.
Change of mind
You can return an item for a refund within 30 days of placing your order. It needs to be unused and clean, in its original packaging where possible.
The Marshie Topper arrives vacuum rolled. Once it has been slept on, we cannot resell it, so change of mind returns apply to toppers that have not been used.
- You pay the postage to send a change of mind return back to us.
- Shipping on your original order was free, so there is nothing to deduct.
- If you return part of a bundle deal, we refund the price you paid for that item after the bundle saving.
Faulty, damaged or not what you ordered
If your order arrives damaged, the wrong item turns up or something develops a fault, email us a photo and your order number.
We cover every cost of putting it right, including return postage. For a major failure you choose a refund or a replacement. For a smaller problem we repair, replace or refund it within a reasonable time.
Faults that show up later are also covered by the 1 Year Good As New Guarantee.
How to start a return
- Email info@marshiemat.com with your order number and the reason for the return.
- We reply within 1 to 2 business days with the return address and packing tips. Please wait for this email before posting anything.
- Send it with tracking. Keep the receipt until your refund lands.
- We refund you to your original payment method within 5 business days of the return arriving. Your bank can take a few more days to show it.
Cancel or change an order
Orders placed before 8pm AEST are dispatched the same day, so email us as soon as you can.
If your order has not left our warehouse, we change it or cancel it and refund you in full. If it is already on its way, you can return it under this policy once it arrives.
Your rights under the law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights, or the rights of New Zealand customers under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986. Our change of mind policy is extra to your legal rights, not a replacement for them.
Last updated 26 September 2026