Customer Service

Shop Policy

Mytopia always seeks to sell the greatest value machinery on the market. These items should be of an acceptable quality, fit for purpose, and matching their description. On the odd occasion when things don’t go to plan, you can be rest assured that our Customer Support team is here to help! Check out our warranty section for all terms and conditions. As an online provider, we encourage you to retain all packaging as this will assist you in the rare case the item needs to be returned for servicing or replacement. With such a large product range, please be aware that there will occasionally be a case where an item is out of stock or there will be a delay when shipping your order. In line with the Australian Consumer Law, we will work with you to resolve any issue to the satisfaction of both parties.

CLICK HERE FOR THE FINE PRINT

 

Delivery

98% of products are dispatched within 1 business day. Ensure your address is correct during checkout. To aid in speed of delivery, our system cannot accept order cancellations following payment. Allow 5-10 business days for delivery. Your item will be sent via courier or Australia Post depending on its size and weight. Refer to the individual product page to check the delivery method.

Buyers will be able to trace the delivery online with a unique tracking number.

  • Please be aware that PO Boxes cannot receive items above 25kg or longer than one metre.
  • Buyers have the full responsibility to provide us with the correct delivery address and mobile phone number on the checkout page before payment. Any changes to address after checkout will not be considered as valid.
 

Pick Up

Pick up is available from both our Penrith and Seven Hills warehouses. Bookings are essential to avoid disappointment. Click here for more info.

 

Free Shipping 

We offer Free Shipping* on over 70% of our products. Free Shipping is limited to most metropolitan area's based on the delivery postcode. Shipping Costs may apply to delivery areas outside of our Free Shipping postcode zones.
All products which indicate Free Shipping* are free to Pick-Up from one of our Sydney warehouses located in Seven Hills and Penrith.

 

Aus Post Deliveries  (check product page)

Where goods are sent through Australia Post, the buyer may receive a knock on the door or a card in their letterbox indicating their item is available for pickup from their local post office. A signature is required for collection.

A re-delivery fee will be charged to buyers for items that are returned due to incorrect delivery address or failure to collect from the Post Office.


Courier Deliveries  (check product page)

Once your item reaches the nearest depot, the Courier provider will contact the buyer via phone to notify of the delivery day. Items will only be delivered during normal business hours (9am-5pm) on weekdays. Delivery is not available on weekends, public holidays or after business hours.

  • Courier may require your assistance unloading from the vehicle. Our couriers deliver to the property entrance only.
  • A re-delivery fee will be charged to buyers for items that are undeliverable and/or returned due to incorrect delivery address or unsuccessful delivery.
  • We cannot guarantee door to door delivery for every customer. Buyers in remote areas such as farms, islands, mining camps, small towns, or out-of-towners, etc may need to collect from their nearest freight depot.
 

Warranty

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.

In addition to your statutory rights, Mytopiaoffera 12 month warranty on all products used for private household use from the date of purchase (unless noted otherwise). The use of products for commercial purposes qualifies the purchaser to a 3 month warranty period. Mytopia warranty as outlined above and below does not limit or restrict your statutory rights under Australian Consumer Law.

The Mytopia warranty does not include damage caused by normal wear and tear, accidents, misuse, lack of maintenance, neglect, natural disaster, or other external causes; to damage caused by operating the equipment in a manner outside that described in the instructions. The Mytopia warranty is considered void if the item has been modified, altered or tampered with by a person (or persons) not authorised by Mytopia to provide service (not including standard periodic maintenance).

Parts purchases, consumable components, and accessories [such as chains, carry bags, batteries, hoses, grinding discs, mats, nets, belts, cables, wheels, blades, tubs, safety gear etc.] are not covered by Mytopia' standard warranty once used. Should your part or consumable component arrive with a manufacturer's fault please contact us to discuss a resolution prior to using the item.

Until the nature of any fault is determined, the resolution Mytopia can offer may vary. Where necessary, the item may need to be returned to determine fault/issue. If the products are unusable upon receiving or there is a major fault, the customer may choose between a full product refund via the original payment method or a replacement product. In the case of a minor failure, the Mytopia warranty may cover fitment of replacement parts or offer replacement parts to the customer. Other alternatives may be offered to the satisfaction of both parties.

Should you wish to claim a warranty on your item, please follow the process outlined in the Return section.

Warranties do not apply where items are resold/rented for the purpose of profit.

 

Returns

Mytopia returns policy does not limit or restrict your statutory rights under Australian Consumer Law. You are entitled to return an item if you believe that there is a problem. You are generally responsible for returning the item if it can be posted or easily returned i.e dropped off. For items collected from our warehouse, it is generally the buyer's responsibility to return the item for a warranty claim (exceptions apply). You are entitled to recover reasonable postage or transportation costs if the product is confirmed to have a problem and is eligible for warranty, however, a receipt will be required.  Within 60 days of the customer purchasing the item, Mytopia may provide details allowing return of the item at no cost to the customer (where freight costs apply). If the product failure is found to not fall within the warranty provisions or statutory rights provided, you may be required to pay the transport and/or inspection costs (Estimates will be advised).


Prior to returning any item, our Customer Service Department must first issue you a Return Authorisation (RMA) number. All other relevant information will be sent to you at this time.

Returns are accepted in line with our warranty conditions.

Should you wish to return a faulty item, please email support@mytopia.com.au. Photos and/or videos of the item may also be requested to assist in the return process.
When a return is authorised, it is the buyer’s responsibility to ensure the product is packaged securely to prevent any damage during the return process. Failure to do so may affect the ultimate resolution to be offered. 

If the item is required to be returned, the outcome of the inspection should take no longer than 6 business days from the date the item is received by our service department (times may vary).

While many spare parts are stocked in Australia, we may need to order certain parts from the supplier on your behalf. Whilst most ordered parts arrive within 15 days, a small number of difficult to order parts may require up to 8 weeks to arrive.

30 Day Returns

If your item was purchased in error, or you've simply changed your mind, it may not be too late for a refund. To see if you are eligible please check below:

  • We must be notified within 30 days of you receiving the item that you intend to return it. All relevant returns information will be provided at this time.
  • The item must be returned at the buyer's cost in original re-saleable condition with all tags and packaging (ready to be put back on the shelf)
  • The item is securely packed to ensure it is received in original and re-saleable condition.
  • The item/s are NOT opened, used, worn or damaged, and are in perfect condition when received
  • Do NOT stick or write anything on the item itself or its packaging. Please only write or place postage stickers on the outer postage packaging.
  • Handling fees will apply at 20% of the purchase price.
  • The refund amount will not include original freight costs (where freight costs were listed separately).
  • If the item has sustained damage in transit or does not return as noted above, a revised refund amount may be required

If you wish to take up this offer, please send us an email stating your order number, the item/s you wish to return, and the reason for the return. Our Customer Service team will respond to your email and, if applicable, issue you a Return Authorisation (RMA) number. All other relevant information will be given to you at this time. Mytopia will not accept the return of any item/s without an RMA attached.&&nbsp

 

EXTENDED WARRANTY CONDITIONS

 

15 YEAR MATTRESS WARRANTY

We stand by our commitment to help you get your best night’s sleep with our 15-year limited warranty. Mytopia warrants your product will be free from defects in materials and workmanship for the period specified by the warranty from the original purchase date. Please take a few minutes to read over the warranty guidelines. Be aware that it can take up to 30 days for your body to adjust to the feel and support of a new sleep system.

 

ORIGINAL PURCHASER ONLY

Mytopia offers a guarantee which is only for the benefit of the original purchaser of theproduct, and is non-transferable.

 

This Warranty covers:

Mattress

  • Coils or wires that are loose or broken
  • Coils or wires that protrude or tear
  • Sagging with indentation greater than 76mm. This is covered ONLY IF the mattress has been continuously supported by a matchingfoundation,or an appropriate bed frame. For queen or king size mattresses, an appropriate bed frame includes at least five legs and a rigid center support that extends from the frame to the ground. For slat bed frames, the gap between the slats must be smaller than the slats themselves.

 

Foundation

  • Loose or broken foundation wire through any fabric
  • Compression of modules

 

This Warranty does not cover:

  • Mattress fabric
  • Handles (where fitted) - these should be used only to position the mattress and should not be used to support the full weight of the mattress.
  • Border wires, which run along the perimeter of the mattress (innerspring) and foundation, bent due to moving or folding the sleep set.
  • Bedding sold 'As Is'
  • Comfort layer and materials
  • Bed height
  • Mattress firmness
  • Mattress noise
  • Mattress damage due to an inappropriate foundation or bed frame.
  • Minor manufacturing anomalies that do not impact the performance of the bed (eg.mis-stitching on quilting).
  • Damage due to misuse, abuse or neglect negligence including folding, bending, standing on or jumping on the mattress or base.
  • Conditions arising from normal wear and tear including mattress cover compression, foam compression or discolouration of components.
  • A mattress or base that, on inspection by Mytopia is found to be stained or in an unsanitary condition.

 

Orders & Payment

The simplest way to facilitate payment is via Mastercard, Visa, or Paypal via the Checkout process.

Orders can also be taken over the phone between Mon- Fri 11am-7pm (AEST - no public holidays).

Our stock levels can change at any time. An order is only complete once payment has cleared. To prevent missing out, it’s best to pay as soon as possible.

Due to our warehousing process, once payment has been received, we are unable to cancel orders. Our 30 Day returns process will need to be followed in these instances.

 

Privacy

Mytopia is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Mytopia may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changesCLICK HERE TO VIEW OUR PRIVACY POLICY

 

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