TMO Terms and Conditions

These terms apply to purchases from 1 November 2026. They are given by Rest Wise Pty Ltd trading as The Mattress Outlet Townsville (TMO), ABN 63 690 303 050, 7B 238–262 Woolcock Street, Currajong QLD 4812 · 0468 202 707 · alison@themattressoutlettownsville.com.au.

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.

Our guarantees are extra benefits on top of these rights. Nothing in these terms excludes, restricts or changes them.

• Change of mind. Please choose carefully and try mattresses in our showroom first. We don't give refunds or accept returns for change of mind, choosing the wrong product, or comfort preference.
• Warranty. Mattresses and adjustable bases carry a manufacturer's warranty of up to 10 years, depending on the product. It covers defects in materials or workmanship only, not normal wear and tear, misuse, damage from an unsuitable base, soiling, stains, or lack of a mattress protector. Claim through TMO 10-Year Local Backup with your proof of purchase and photos. We lodge the claim and the manufacturer decides the outcome.
• Delivery or collection. Check your goods when you receive them and tell us straight away about any visible damage. Accepting the goods confirms they arrived without visible damage, unless you note it then. This doesn't affect your rights for faults you couldn't see.
• Payment. Pay in full before or at delivery or collection, unless we agree otherwise. Once paid, the sale is final for change of mind.
• Deposits. We may ask for a deposit to secure stock or an order. If we order or hold stock for you, you agree to pay the balance and accept delivery within the agreed time. If you cancel, don't pay, don't respond to delivery arrangements or cause unreasonable delay, we may cancel the order and keep the deposit to cover storage, administration and lost sales. We may offer a partial refund or store credit as goodwill, but we don't have to. If we can't supply your order, we refund your deposit in full.

The Works includes your Sleep Fit, the 7-Night Sleep Promise, delivery, stairs and set-up, removal of your old mattress and base, and a premium waterproof protector. Packages with an adjustable base also include local relocation support.

• What's eligible. Peace, Opal, Immersion and Active mattresses in Queen, King and Split King, on their own or with one of our adjustable bases. Not available with upholstered bases, in other sizes, or on Classic, Alfa Medium, Alfa Plush, Bliss, custom-made, clearance, ex-display or floor stock.
• Sleep Fit first. You must have a Sleep Fit before you buy The Works.
• Delivery. Within 25 km of our store only, not Magnetic Island. We carry everything to your bedroom (stairs included), set it up and take the packaging away. Someone 18 or over must be home, with safe, clear access.
• Old bed removal. We take away the old mattress and base your new bed replaces. Old mattresses are recycled through the Endeavour Foundation. Removed items can't be brought back, even if you return your new bed.
• Protector. It must stay on the mattress during the 7-Night Sleep Promise, and it's yours only if you keep the mattress.
• Personal Sleep Analysis. By application, and places are limited. It's a sleep tracking tool, not a medical test or diagnosis. If you're worried about your sleep or health, see your GP.
• Relocation (packages with an adjustable base). We'll take down, move and reinstall your TMO mattress and base, free, for up to two local moves within 10 years. Original purchaser only. Both addresses must be within 25 km of our store and not on Magnetic Island. Book early.
• No cash value. Included items can't be swapped for cash or credit. If you return everything under the 7-Night Sleep Promise, you pay nothing for them.

Sleep on your new mattress at home for 7 nights. If it's not right, tell us in writing by 10am on day 8. We collect it and you pay nothing.

Who it's for

• The Works customers only. It covers the mattress we recommend at your Sleep Fit (recorded on your signed form), on its own or with one of our adjustable bases. It doesn't cover adjustable bases on their own, upholstered bases or Factory Direct.
• The same mattresses and sizes as The Works, at full price (not discounted items).
• Delivery addresses within 25 km of our store, not Magnetic Island.
• Your own main bed at home. Not for business use, Airbnb, holiday lets, rentals or guests. One per household.
• You must be 18 or over, named on the sale, and show photo ID that matches your payment card.

Payment

• Before delivery, we hold the full price on a Mastercard credit, Mastercard debit or Visa debit card (not Visa credit unless we agree), or confirm Humm approval. Nothing is charged during the 7 nights. A hold on a debit card reduces your available funds until your bank releases it.
• If you keep the goods, we charge your card, or your Humm payments start, on day 8 after the 10am deadline. If you return them, we cancel the hold or Humm purchase within 1 business day of collecting and checking them.
• By signing, you allow us to charge your card or Humm for anything you owe under these terms, including goods you keep, an unreturned protector, a missed collection or damage, even after the hold is released. Humm's own terms and fees apply.
• If a payment is declined and not fixed within 1 business day, we'll collect the goods. They belong to TMO until paid for, so don't sell, lend, move or give them away.

Looking after the goods

• Delivery and collection are free. Someone 18 or over must be home, and the goods must stay at the delivery address.
• We photograph the goods at delivery. Tell us about any marks before we leave.
• Use a firm, flat base: a TMO adjustable base, an ensemble base, or slats no more than 7 cm apart.
• Keep the protector on the mattress at all times.
• You're responsible for loss, theft and damage while the goods are with you. No pets on the bed, smoking or vaping in the room, eating or drinking in bed, or standing or jumping on it. Don't remove law labels or take the base apart. Keep the remote, cables and parts together, and tell us straight away about spills, damage or pests.

Returning the goods

• Delivery day is night 1. Text 0468 202 707 or email alison@themattressoutlettownsville.com.au by 10am on day 8. If you call, confirm in writing. Your message counts from when you send it. If we haven't replied within 1 business day, call us.
• No message by the deadline means you're keeping the goods.
• We collect within 2 business days. Remove your bedding but leave the protector on. If nobody is home for a second booked collection and we can't reach you that day, the goods are treated as kept and charged in full, unless you had a genuine reason and told us beforehand.
• We check and photograph the goods with you at collection, and again in store within 1 business day.
• You pay nothing if everything comes back clean, undamaged and complete, including the protector. There are no return, collection or restocking fees.
• You can return just the mattress or just the base from a package. The item you keep is charged at its individual price. A Split King is two mattresses, so you can keep one side.
• A different mattress is a new sale, with no second 7-Night Sleep Promise.

Dirty or damaged goods

• Damage means anything beyond 7 nights' normal use, such as stains, soiling, odours, pet hair, scratches, chewing, pests, tears, burns, holes, a removed law label, a broken or incomplete base, a missing remote, or a missing or soiled protector. Normal body impressions aren't damage, and you're never charged for a manufacturing fault.
• A dirty or damaged mattress is charged at its full individual price and is yours to keep. If only one side of a Split King is affected, you pay for that side only.
• A damaged base is charged at the reasonable repair cost. If it can't be repaired to resell, you pay its full individual price and keep it.
• A missing or soiled protector is charged at the price on your form.
• We'll send you photos and the amount, and give you 2 business days to talk to us before we charge you.

Fair play

• We may decline a 7-Night Sleep Promise, or end one early and charge the full price, if we reasonably believe it isn't being used fairly. For example: short-term use, more than one per household, false details, or moving the goods. We'll talk to you first.
• It can't be combined with other offers unless we agree in writing. Our other guarantees still apply.
• The terms you sign apply to your 7-Night Sleep Promise.

If another Australian retailer advertises the same size mattress for less, we'll beat their price by $50. It must be comparable in construction and quality, made in Australia, with a 10-year warranty, and a new, first-quality item in stock in Townsville.

• Covers mattresses and mattress + adjustable base packages, not bases on their own or accessories.
• Show us a current ad or written quote (retailer, product, size and price) before you pay.
• We compare like for like, allowing for anything included in the other price, such as delivery, removal or a protector. We decide, acting reasonably, whether products are comparable, and we'll explain if they aren't.
• Doesn't cover second-hand, ex-display, clearance or damaged goods; trade, staff or members-only prices; auction or online marketplace listings; or obvious pricing errors.

If we lower our own advertised price on the same product and size within 90 days of your purchase, we refund the difference.

• We compare like for like: Factory Direct with Factory Direct, The Works with The Works, cash/card with cash/card, and finance with finance.
• Claim with your receipt within the 90 days. Doesn't cover clearance, ex-display or floor stock.

For 10 years from purchase, we're your first call for any problem with a mattress or adjustable base you bought from TMO.

• We respond by close of the next business day and come to your home to check and troubleshoot. Home visits are free within 25 km of our store, not Magnetic Island. Further out, we'll talk to you case by case.
• If it's a warranty fault, we lodge the claim with the manufacturer and do the paperwork. If it isn't covered (for example, damage or a cut cable), we still help get it working: the visit and labour are free and you pay for parts only. We'll tell you the parts cost first.
• To claim, text 0468 202 707 or email alison@themattressoutlettownsville.com.au and tell us what's wrong. Photos help.
• The 10-year warranties are given by the manufacturers, on their terms. The Backup is our service on top and doesn't change what they cover.
• TMO pays for its own visits and labour. If you have other reasonable costs in making a claim, contact us with your receipts.

The benefits of the TMO 10-Year Local Backup are in addition to other rights and remedies you have under the law. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us; and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

• If something isn't right, please talk to us first.
• We may change these terms for future sales. The terms in place when you buy apply to your purchase.
• Queensland law applies.