Returns & Exchanges
Returns & exchanges
We want you to feel confident shopping with Morgan & Reid. If your order isn't quite right, we're here to help.
Most unused items can be returned or exchanged within 30 days of purchase through our easy online Returns Portal.
- β 30 Day Returns
- β Easy Exchanges
- β Australian Customer Support
Start your return here:
Customer Returns Portal
Return options
Exchange
Need a different colour, size or product? We accept exchanges on eligible items within 30 days of purchase, subject to stock availability. If the replacement item has a price difference, you will either be charged the difference or issued store credit.
Store credit
Store credit for the full product value paid (excluding shipping). Store credit is valid for 12 months.
Refund
Prefer a refund? Change of mind refunds are less a $12 restocking fee. The restocking fee does not apply to faulty items. Original shipping charges are not refundable for change of mind returns.
How returns work
- Submit your request through our Returns Portal.
- Package your item in its original packaging with all labels attached.
- Follow the return instructions provided.
- Once received, we'll inspect and process your return within 7 to 10 business days.
Eligible return conditions
To qualify for a change of mind return or exchange, items must be:
- Unused and unwashed
- In original condition, free from damage, stains, odours or pet hair
- In original packaging with all labels attached
- In packaging that has not been ripped, opened or damaged (see below if your packaging has been opened)
Items must be returned exactly as received.
Returns without original packaging
If an item is returned for change of mind and the packaging has been opened or damaged, but the product itself is still clean and unused, we may:
- Return the item to you at your cost; or
- Deduct up to 30% of the product value and issue a partial refund or store credit.
Checkout+ returns protection
Checkout+ is optional cover from Redo that you can add in your cart. The price is shown in the cart, and you can check out without it.
If you add Checkout+, your order includes:
- A prepaid return shipping label for eligible items
- Free returns and exchanges on eligible items through the Returns Portal
- Package protection if your parcel is lost, stolen or damaged in transit
If you check out without Checkout+, you can still process a return through the Returns Portal, however return shipping costs for change of mind returns will be your responsibility. For faulty items, we refund return shipping whether or not you added Checkout+.
Please note: Archive and Sale items, and the hygiene items listed above once opened or removed from their packaging, cannot be returned or exchanged for change of mind. This does not affect faulty items.
Archive and Sale items
Archive and Sale items are final sale and cannot be returned or exchanged for change of mind.
This includes incorrect colour, size or product selections.
This does not affect your rights if an Archive or Sale item is faulty.
Hygiene items
For hygiene reasons, once opened or removed from their packaging, the following items cannot be returned or exchanged for change of mind:
- Pillows
- Quilts
- Comforters (once removed from their vacuum packaging)
- Mattress protectors
- Mattress toppers
- Electric blankets
- Under blankets
- Blankets
This applies to change of mind returns and exchanges only. It does not affect your rights if an item is faulty.
Faulty products
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.
If your item has a major failure, you can choose a refund or a replacement. If the failure is not a major failure, we may choose to repair, replace or refund the item.
If you believe your item is faulty, please contact us as soon as possible at hello@morganandreid.com.au with your order number. We'll assess the issue and let you know the outcome.
For faulty items, we refund the cost of return shipping and your original shipping charges. The restocking fee does not apply to faulty items. Faulty items are covered whether or not you added Checkout+, including Archive and Sale items and the hygiene items listed above.
Order changes and cancellations
You can change or cancel your order yourself for 1 hour after placing it, using View your order in your order confirmation email.
After that, email hello@morganandreid.com.au with your order number as soon as possible. Orders are dispatched the next business day, so once your order has been processed by our warehouse we can't guarantee we can change or cancel it.
If your order has already been dispatched and you no longer want it, you can return it under our Returns Policy.
Return to sender parcels
If your parcel is returned to us due to an incorrect address or because it was not collected from the carrier, a $20 reshipping fee will apply.
If you choose a refund instead, it is treated as a change of mind refund: the $12 restocking fee plus any carrier return charges will be deducted from your refund.
Frequently asked questions
Can I exchange for another colour or size?
Yes, subject to stock availability.
How long does it take to process my return?
Returns are generally processed within 7 to 10 business days after arriving at our warehouse.
Who pays for return shipping?
If you added Checkout+ in your cart, return shipping is included for eligible items. Otherwise, return shipping for change of mind returns is the customer's responsibility. For faulty items, we refund return shipping.
Can I return a gift?
Yes. Contact our support team and we'll be happy to assist.
Need help choosing?
If you're unsure which comforter is right for you, use our Comforter Finder or contact our team before ordering. We're always happy to help you choose the right product for the way you sleep.
Need help?
Email us anytime at hello@morganandreid.com.au and our Australian support team will be happy to assist.
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.