Warranty and Refunds

Warranty and Refunds Policy

The website https://gisellebedding.com.au/ (the Site) is owned and operated by New Aim Pty Ltd (ABN 50 115 804 432) trading as Giselle Bedding (we, our, us). References to “You” and “your” on this page means a customer of this Site.

At Giselle Bedding, we stand behind every product that we sell. Your satisfaction matters a great deal to us. This Warranty and Refunds Policy (Policy) applies to any purchases you make on the Site (Product). By using the Site or purchasing a Product you agree to be bound by this Policy.

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

The rights under this Policy are non-transferrable. However, if you are one of our retailers, warranties will be available to your customers.

Notice Regarding Availability of Repairs and Spare Parts

In accordance with section 58(2) of the Australian Consumer Law, this is your written notice that facilities for repair and spare parts are not provided or made available by New Aim Pty Ltd for the Products we supply.
Our commitment to you under our warranties and your rights under the Australian Consumer Law involves providing a remedy of a replacement, refund, or store credit for any product failures. We do not offer a repair service for our Products.

Damaged/Faulty Product Warranty

In addition to your rights under the ACL, we offer a warranty against defects for our Products (Product Warranty) we sell. The length of this warranty period depends on the type of product and is specified on the relevant product listing page and in the table in of this Policy.

To make a claim under the Product Warranty, you must notify us within a reasonable time after becoming aware of the defect by providing us with the following information via the Contact Us form on the Site.

• • a detailed description of the problem with supporting photographic or video evidence;
• • proof of purchase of the defective Product, such as in the form of a tax invoice; and
• • the remedy you are seeking, being a replacement, repair or refund of the defective Product, or a Site credit (up to the value of the price you paid for the defective Product).

Once your claim under the Product Warranty is assessed and approved by our customer service team, you will be contacted with instructions on how to proceed. Please do not attempt to return the defective Product for the purposes of claiming the Product Warranty without instructions from us.

Any refunds generally take up to 2 working days to process after approval of the refund and we will notify you once your refund has been processed. However, please allow an additional 5 working days on top for your financial institution to process it.

If your product is found to have a major fault under warranty or your consumer law rights, we will bear the reasonable costs associated with making a warranty claim, including return shipping (where applicable). To seek reimbursement of such expenses, please contact our customer service team via the Contact Us form on the Site with proof of payment (e.g. shipping receipts or invoices) and a brief explanation of the costs incurred. We will assess your claim and, if eligible, process the reimbursement via your original payment method.

A remedy under the Product Warranty will not be provided if, in our reasonable opinion, the defect in the Product arose because it was misused, mishandled or improperly installed. Customers are responsible for following the instructions and advice given by the manufacturers in relation to Products.

The benefits to the consumer given by this additional product warranty are in addition to other rights and remedies of the consumer under a law in relation to the goods to which the additional product warranty relates.

Extended Warranty Provision for Select Products

In addition to your rights under the ACL, Giselle Bedding offers an Extended Warranty for its products which extends the coverage beyond the standard Product Warranty by an additional 12 months. To register for the Extended Warranty, scan the QR code provided on the product packaging once received, which will direct you to a registration form. This registration form must be completed within 60 days of the purchase date to activate the Extended Warranty.

Once registered, the Extended Warranty covers all defects in material and workmanship under normal use conditions, provided that the product has been used, maintained, and serviced in accordance with the product manual and instructions. This coverage applies exclusively to the original purchaser and is non-transferable.

The Extended Warranty covers, at our discretion:

• • Replacement of the defective product with a new product of equivalent or better features and functionality.
• • A full refund of the original purchase price.

The Extended Warranty does not cover:

• • Accidental damage, misuse, neglect, or modifications to the product.
• • Cosmetic damage, including scratches, dents, and normal wear and tear.
• • Damages caused by improper installation or improper use.
• • Any issues arising from unauthorised repairs or services performed by third-party service providers.
• • Consumable items (e.g., batteries, filters, etc.) unless specifically included.
• • Software and data recovery, and damages caused by viruses or malware.

To file a claim under the Extended Warranty, the original purchaser must:

1. Have registered the product within 60 days of the purchase date (refer QR code instructions above)
2. Contact our customer service via the Contact Us form on the Site during the period covered by the Extended Warranty.
3. Follow the instructions provided by our customer service representative for returning the product for inspection.

Claims must be made during the Extended Warranty period, and any claims made after the Extended Warranty period will not be honoured. We will bear the reasonable costs associated with an accepted Extended Warranty, including return shipping (where applicable). To seek reimbursement of such expenses, please contact our customer service team via the Contact Us form on the Site with proof of payment (e.g. shipping receipts or invoices) and a brief explanation of the costs incurred. We will assess your claim and, if eligible, process the reimbursement via your original payment method.

Upon receipt of the product, we will assess the issue. If a defect covered under the Extended Warranty is identified, we will, at our discretion:
• Replace the product with a new model of equal or greater value; or
• Provide a full refund for the purchase price of the product.

Replaced products will continue to be covered under the Extended Warranty for the remaining period of the original warranty.

The benefits to the consumer given by an Extended Warranty are in addition to other rights and remedies of the consumer under a law in relation to the goods to which the additional product warranty relates.

Giselle Bedding reserves the right to modify or discontinue the Extended Warranty program under this policy at any time. However, any changes to the program will not affect products already purchased and covered or eligible to be covered by the Extended Warranty program at the time of purchase.

Missing/Spare Parts

If your Product is received with missing or incorrect parts, please contact our customer service for assistance via the Contact Us form on the Site.

Notice in relation to repair or replacement

If your Product is capable of retaining user-generated data, please note that the replacement of the goods will result in the loss of any such data. Please ensure you have backed up your data before returning the product.
Goods returned under warranty may be replaced by refurbished goods of the same type.

Change of Mind

To give you complete peace of mind, Giselle Bedding offers a 30-day Change of Mind Policy. You have the option to return at your cost any unopened, unused Giselle Bedding Product in its original packaging for any reason, within 30 days of receiving the Product. A full refund is not provided for change-of-mind returns: a restocking fee of up to 15% of the total purchase price, reflecting reasonable administration and handling costs, such as inspection, repackaging, and processing (Admin Costs), may be deducted. In addition, if you request us to provide you with a return label, we will inform you of the cost of the return label and that cost will also be deducted from your refund in addition to the Admin Costs. We recommend that you take the time to preview your orders before proceeding with the purchase.

Please contact our customer service for more information via the Contact Us form on the Site.

If you would like to return your Product for your money back, please follow the below procedure:

• • Contact us through the Contact Us form on the Site with information of your order number and Product that you wish to return.
• • We will request a photo to confirm that it is a Giselle Bedding Product and in an acceptable condition for return under the Change of Mind Policy.
• • If accepted, you will be advised with a return authorisation number and our return address.
• • Include the return authorisation number with your returned Product so your return can be processed as soon as possible.
• • All included accessories and bonus items must be returned together with your main Product to be returned.
• • The Product cannot be opened, used, worn or damaged, or have any packaging or tags removed, and must be in 100% sellable condition when we receive the Product.
• • You must not stick or write anything on the Product or its packaging. You can only place the postage sticker on the outer packaging.

If the above requirements are not satisfied, Giselle Bedding reserves the right not to offer a refund for change-of-mind returns.

Once the refund is approved, we will transfer the funds via the payment method you used to pay for your Product. You will be refunded the total cost MINUS the Admin Costs. If we provide a return label to you, the cost of the return label will also be deducted.

Warranty 

Product warranty information can be found below.

Contact us:

New Aim Pty Ltd (ABN 50 115 804 432) trading as Giselle Bedding
Email: info@giselle.com.au
Last updated: 14 August 2025