Refund policy

IMPROVEHAUS — RETURNS, REFUNDS, REPLACEMENTS & 30-NIGHT TRIAL POLICY

Last updated: [20/01/2026]

At ImproveHaus, we are committed to complying with the Australian Consumer Law (ACL).

Our goods come with guarantees that cannot be excluded under the ACL. 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This policy explains:

  • your rights under the ACL

  • our voluntary 30-night trial for the ImproveHaus Sleep Alignment System

  • our voluntary change of mind policy for other eligible products

  • how refunds are calculated, including shipping-related costs

1. AUSTRALIAN CONSUMER LAW (ACL)

Nothing in this policy excludes, limits, or replaces your rights under the Australian Consumer Law.

You may be entitled to a repair, replacement, refund, or other remedy if a product:

  • is faulty or defective

  • is not of acceptable quality

  • is unsafe

  • does not match the description, sample, or demonstration model

  • is not fit for its disclosed purpose

If a product has a major failure, you may choose a refund or replacement. If the failure is minor, we may repair or replace the item within a reasonable time.

2. MAJOR FAILURE

A major failure may include circumstances where:

  • the product is unsafe

  • the product is significantly different from its description

  • the product is substantially unfit for its normal purpose and cannot easily be fixed within a reasonable time

  • a reasonable consumer would not have purchased the product had they known about the issue

If your product has a major failure, you may choose:

  • a full refund, or

  • a replacement at no extra cost

3. MINOR FAILURE

If the problem is minor and can be fixed, ImproveHaus may choose to:

  • repair the item, or

  • replace the item within a reasonable time

If the item cannot be repaired or replaced within a reasonable period, you may be entitled to a refund or replacement under the ACL.

4. DAMAGED, FAULTY, INCORRECT OR NOT-AS-DESCRIBED ITEMS

If your item arrives damaged, defective, incorrect, or materially different from its description, please contact us at support@improvehaus.com within 7 days of delivery and provide:

  • your order number

  • a description of the issue

  • clear photos and/or video showing the problem

  • packaging photos where relevant

We will assess the issue under the ACL and, where applicable, provide a repair, replacement, or refund.

Where an item is confirmed to be faulty, defective, incorrect, or not as described, ImproveHaus will cover reasonable shipping costs associated with the approved remedy, as required or appropriate under the ACL.

5. 30-NIGHT TRIAL — IMPROVEHAUS SLEEP ALIGNMENT SYSTEM ONLY

In addition to your rights under the ACL, ImproveHaus offers a voluntary 30-night trial on the ImproveHaus Sleep Alignment System only.

This trial is intended to allow customers to try the product at home and decide whether it is suitable for them.

5.1 Eligibility

To be eligible for the 30-night trial:

  • your request must be lodged within 30 nights of the delivery date

  • the product must be returned with all included components

  • the product must not be misused, altered, heavily soiled, or damaged

  • the product must only have been used for normal household trial purposes

  • the trial is limited to one order per household, unless otherwise approved by ImproveHaus

5.2 Condition requirements

Because the Sleep Alignment System is a bedding/sleep product, returned items must be in reasonably hygienic condition.

A return may be refused, or a partial deduction may apply where permitted by law, if the returned item is:

  • heavily stained

  • has strong odours

  • contains excessive pet hair

  • is damaged beyond normal trial use

  • is missing components

  • has been misused or altered

5.3 Trial outcome

If your return request is approved under the 30-night trial:

  • you may return the item even though it has been used

  • this is not treated as an ACL fault claim unless the product is actually faulty, defective, or not as described

  • refund calculations are made in accordance with section 10 of this policy

5.4 Trial shipping position

Unless the item is faulty, defective, or not as described under the ACL:

  • the customer is responsible for return shipping costs

  • the original outbound shipping charge is not refundable

  • any applicable handling, cleaning, or reconditioning deductions may apply only where clearly disclosed and permitted by law

5.5 Trial timing

To qualify, the return request must be submitted within 30 nights of delivery. Returns lodged outside this period will be assessed under the ACL or any other applicable policy, but may not qualify for the voluntary trial.

6. CHANGE OF MIND RETURNS — OTHER ELIGIBLE PRODUCTS

For most products other than the ImproveHaus Sleep Alignment System, ImproveHaus offers a 14-day change of mind return policy as a customer service benefit.

Under the ACL, businesses are not generally required to provide refunds for change of mind, but where a business offers such a policy it should follow it as stated.

6.1 Conditions for change of mind returns

To qualify:

  • the request must be made within 14 days of delivery

  • the item must be unused

  • the item must be in original condition

  • the item must be in original packaging

  • the customer is responsible for return shipping costs

  • original shipping charges are not refundable

6.2 Exclusion

The unused-item requirement in this section does not apply to the ImproveHaus Sleep Alignment System, which is governed by the separate 30-night trial above.

7. NON-RETURNABLE / EXCLUDED ITEMS

Unless faulty, defective, not as described, or otherwise required by law, the following may not be returned:

  • used hygiene-sensitive items where applicable

  • consumables

  • opened accessories where hygiene or safety makes resale unsuitable

  • items marked as final sale or non-returnable at the time of purchase

For ImproveHaus products, any product-specific exclusions will be stated on the product page.

8. ORDER CANCELLATIONS

Orders may be cancelled within 12 hours of placement only, provided the order has not yet entered processing.

Once an order has been processed, packed, or shipped, cancellation is no longer guaranteed.

If cancellation is approved before dispatch, any payment processing fees that are non-recoverable by ImproveHaus may be deducted where permitted by law and disclosed at the time of refund.

9. LOST OR DELAYED ORDERS

If tracking confirms that an order is lost in transit, ImproveHaus will provide an appropriate remedy, which may include a replacement or refund.

Shipping delays alone do not automatically entitle a customer to a refund unless required under the ACL or unless ImproveHaus agrees otherwise.

If an order is delayed, we will assist with shipment tracking and liaise with our logistics partners.

10. HOW REFUNDS ARE CALCULATED

This section is important.

Refund outcomes depend on why the refund is being issued.

10.1 ACL refund — faulty, defective, unsafe, major failure, or not as described

If a refund is provided because the product is faulty, defective, unsafe, materially not as described, or has a major failure under the ACL:

Refund calculation:

  • Product price paid: refunded in full

  • Original shipping paid by customer: refunded where required or appropriate because the customer did not receive what they paid for

  • Return shipping paid by customer: reimbursed where required or appropriate for an approved ACL claim

  • Processing: refund to original payment method

10.2 30-night trial refund — Sleep Alignment System only

If a refund is approved under the voluntary 30-night trial and the product is not faulty under the ACL:

Refund calculation:

  • Product price paid: refunded, less any disclosed permitted deductions if applicable

  • Original shipping paid by customer: not refundable

  • Return shipping: paid by the customer

  • Cleaning/reconditioning deduction: may apply only if the product is returned in poor condition beyond normal trial use and only to the extent permitted by law and clearly disclosed

Recommended formula

For the Sleep Alignment System voluntary trial:

Refund = Product sale price paid – approved condition-based deduction (if any)

Not refunded:

  • original shipping charged to customer

  • return shipping cost

  • any optional paid shipping upgrades

10.3 Change of mind refund — other eligible products

If a refund is approved under the 14-day change-of-mind policy for unused eligible products:

Refund calculation:

  • Product price paid: refunded

  • Original shipping paid by customer: not refundable

  • Return shipping: paid by the customer

10.4 Partial refunds

A partial refund may apply where:

  • an item is returned incomplete

  • parts are missing

  • the item is damaged beyond reasonable inspection or trial use

  • excessive cleaning or reconditioning is required

  • the issue does not amount to an ACL failure but the business agrees to accept the return as a goodwill resolution

Any partial deduction must be reasonable, clearly explained, and consistent with applicable law.

11. RETURN PROCESS

To request a return, refund, or trial return, contact support@improvehaus.com and provide:

  • your order number

  • the product name

  • the reason for the request

  • photos/video if relevant

  • confirmation of whether the item has been opened or used

We will respond with return instructions, including the return address, within approximately 24–48 business hours.

Returns sent without prior approval may not be accepted.

12. REFUND PROCESSING TIMES

Approved refunds will be issued to the original payment method.

Please allow approximately 5–10 business days after approval for the refund to appear, depending on your bank or payment provider.

If a returned item must first be received and inspected, the refund period begins after inspection is completed.

13. INTERNATIONAL FULFILMENT NOTE

Some ImproveHaus products are fulfilled through international logistics partners. Delivery times may vary depending on destination, customs processing, and carrier networks.

This does not affect your rights under the ACL.

Where a voluntary return is approved, customers must follow the return instructions provided by ImproveHaus. Do not send returns to any sender address printed on the parcel unless we specifically instruct you to do so.

14. CONTACT US

For all returns, refunds, warranty, or trial enquiries:

Email: support@improvehaus.com