Desmond Signature Mattress Return Policy

• If you haven't tried a Desmond Signature Mattress before, we recommend purchasing no more than two initially, to ensure you're satisfied before buying more.
• Even after your 100-night trial, you can adjust your mattress to suit any lifestyle changes. We’re always available for a chat, so feel free to contact our customer care team anytime for assistance.
• If you're not completely satisfied within 100 nights of sleeping on your new Desmond Signature Mattress, you're entitled to a refund. Our returns process works alongside our recycling partners. Once your mattress has been collected by one of our partners (or an approved charity), your refund will be processed.
• To be eligible for a return, you must have slept on your Desmond Signature Mattress for at least 30 nights. This is because it can take between 2-4 weeks for your body to adjust to a new mattress. If you are still not satisfied between nights 31-100, let us know and we'll arrange for the mattress to be collected.
• Mattresses with mould, dirt, stains, odours, or infestations of bed bugs, etc., will not be eligible for return or replacement.
• We never resell used mattresses! Your original mattress will either be donated to charity to help those in need or recycled to protect the environment.
• To process your refund, your original purchase receipt is required.
• Please retain the mattress’s original plastic wrap to protect it during collection.
• Once you lodge a return request, we will arrange a pick-up with one of our partners or charities. Collections may take up to 14 business days and can only occur during business hours.
• Addresses with access restrictions or those outside metro and regional cities may be difficult for our partner charities to service. In such cases, our customer service team will work with you to facilitate your return.
• Our return policy allows for a maximum of two mattresses to be returned or exchanged per household. Returns are only applicable to your first order. Please contact us within 100 nights of receiving your mattress to lodge a return request.
• For exchanges, you'll only need to cover any difference in pricing.

Unlike traditional mattress companies, we don’t apply high mark-ups to our products. We avoid the costs of large showrooms and pushy salespeople on big commissions. Instead, we sell our mattresses directly online, passing the savings on to you.

Yes we do! Space General is proud to present both Klarna and Afterpay. 

Klarna: With Klarna you can split the cost of your purchase into 4 payments, paid every 2 weeks on all Space General items.

See below for a step by step guide to Klarna.- https://www.klarna.com/nz/what-is-klarna/

Afterpay

With Afterpay, you can pay for your order over time but receive it straight away.

The payment will be automatically taken from your debit or credit card in four equal payments every 14 days, but you will receive your order immediately!

For all the information on buying with Afterpay please visit theAfterpay site.

We’ll do our best to deliver both products together so you can upgrade your sleep as soon as possible. However, they may arrive separately, depending on the quickest courier option available for each item and the stock levels.

Space General is a Kiwi-owned and operated company.

We source high-quality raw materials globally and have our mattresses expertly assembled in China with rigorous independent quality checks.

This allows us to offer a premium mattress at an affordable price, delivered straight to your door.

We recommend not exceeding 4-6 weeks.

The trial period begins on the delivery date. If you expect a delay in opening or using the mattress, consider placing your order at a later date or contacting our customer service team to arrange a new dispatch date after the order is placed.

The mattress size are standard New Zealand dimensions, as listed below:

• Single:188cm x 92cm x 34cm
• King Single:203cm x 107cm x 34cm
• Double: 188cm x 138cm x 34cm
• Queen: 203cm x 153cm x 34cm
• King: 203cm x 168cm x 34cm

The warranty covers the following defects:

• Deterioration resulting in a visible indentation greater than 10 centimetres, not linked to the use of an improper or unsupportive foundation or adjustable bed base.
• Any physical flaw in the mattress that causes the foam material to split or crack, despite normal use and proper handling.

This limited warranty does NOT cover:

• A normal increase in the softness of the foam that does not impact its pressure-relieving properties.
• Comfort preferences.
• Physical abuse or damage to the mattress structure and/or cover, including but not limited to burns, cuts, tears, liquid damage, or stains, if such defects are caused by the abuse or damage.
• Mattresses sold “as-is”, “preconditioned”, “reconditioned”, “used”, “comfort return”, “returned”, “previously owned”, or any similar terms indicating that the mattress is not "new" or of "first quality," or has been previously purchased or used by another consumer.

We want you to be completely satisfied with your mattress. If, for any reason, you're not happy during your 100-night trial, simply email us to let us know.

We'll arrange to have your mattress collected and donated to a family in need—no hassle or unnecessary steps.

Once the mattress is collected, you'll receive a full store credit refund (including the delivery fee).

If you've changed your mind, we may offer you store credit, provided that the return is made within 100 days of receiving the product and you can provide satisfactory proof of purchase. To be eligible for a store credit, the product must:

• Be unused and in ‘as-new’ condition, with all original packaging, including protective materials such as the box or carton the product arrived in.
• Be free from damage or modifications, including but not limited to scratches, stains, drilling, wear and tear, misuse, or any signs of insufficient care.

Please note the following exclusions. As the original protective packaging (including box or carton) is designed to prevent shipping damage, returns without it will not be accepted. We recommend taking photos of the product and packaging before handing the return to our charity partners.

You will be responsible for all shipping costs, regardless of any free, discounted, or promotional shipping offers that may have applied at the time of purchase. This includes the original shipping costs for delivering the product to you. Fees deducted from your store credit will include:

• Initial shipping costs

Our team will assess the returned item to determine if it qualifies for store credit in accordance with our Return Policy. Store credits for change of mind are valid for one year from the date of issue. Within five business days of receiving your return, we will issue a store credit voucher via email for an amount equal to the price paid for the product, minus initial shipping costs, return shipping costs, and a restocking fee.

Your delivery time frame depends on your location in New Zealand. Once we receive your order, we will dispatch it within 1 business day (Monday - Friday).

Expected delivery: 1 - 8 business days

Unfortunately, we only deliver to the New Zealand mainland.

However, we can deliver to the nearest depot, where you can arrange collection or organise private forwarding.

The shipping fee depends on your location and the total number of items you're purchasing. You can view the shipping cost on the checkout page by entering your address.

View our full Shipping Policy