Refund policy

OnlineTrenz, a trading name of Ranjan Poudel (ABN 41 923 799 717), wants you to be comfortable with what you buy. This policy explains how our 30-day comfort guarantee works.

30-day comfort guarantee

You have 30 days from the date your order is delivered to request a refund if the product isn’t the right fit for you. We encourage you to use it in your everyday routine for a week or two first, because memory foam often needs a few days to expand and settle to your shape.

How to request a refund

Email support@onlinetrenz.com with your order number and a short note on what didn’t work for you. We reply within 24 hours, Monday to Friday, and will confirm the next step.

Do I need to send the product back?

Contact us first. We’ll tell you whether a return is needed for your order. Where a return is required, we will give you clear instructions and cover the reasonable cost of return postage.

Damaged, faulty or incorrect items

If your item arrives damaged, faulty or not as ordered, email us within 7 days of delivery with a photo. We’ll send a replacement at no cost or refund you in full, your choice. This does not limit your rights under the Australian Consumer Law (see below).

Refund timing

Approved refunds are issued to your original payment method within 2 business days. Your bank, card provider or PayPal may take a further 5–10 business days to show it.

Cancellations

You can cancel for a full refund at any time before your order is dispatched. After dispatch, the 30-day guarantee above applies.

Exchanges

Prefer a different product? Email us and we’ll arrange an exchange, charging or refunding any price difference.

Your rights under the Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.