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Frequently Asked Questions

Metia’s Warranty – Mattresses

10 Year Warranty

We are proud to offer 10 years warranty on our mattresses.

  1. Who does this mattress warranty extend to?

Please retain a copy of your order confirmation as proof of purchase. You’ll need this to make a claim, without it we reserve the right to reject any claim under this warranty. Please also note that the warranty is for the benefit of the original purchaser only and is not transferable at resale.

  1. What does the warranty cover?

-This warranty covers the following defects in workmanship and materials of the Metia mattresses that has at all times only been in normal domestic use and treated in accordance with our Metia mattresses FAQ.-Deterioration which causes the mattress to have a visible indentation greater than 20mm, as long as that indentation or sag has not resulted from use of an improper or unsupportive foundation.-Any physical flaw in the mattress that causes the foam material to split or crack, as long as the mattress has not been handled improperly.-In respect of the mattress cover only, any manufacturing defect in the zipper assembly or the fabric of the mattress cover. As noted below, a defect in respect of the mattress cover alone will not entitle you to a replacement Metia mattress, just the cover itself.

  1. What does the warranty NOT cover?

-If it does not fall into one of the categories above in the ‘What does the warranty cover?’ section, then it is not covered by our warranty. By way of example of what is not covered, please see the following list (although there can be other things too which are not covered):-A normal increase in the softness of the foam pressure-relieving material which does not affect the pressure-relieving qualities of the mattress.-Comfort preference.-Abnormal use.-Physical abuse or damage to mattress which causes defects such as burns, cuts, tears, liquid damage or stains.

Metia’s Warranty – Bed Frames

Faults and Warranty Claims

Metia warrants all our bed frames to be free from defects in materials and workmanship,

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you’re happy with. For example we may arrange one or a combination of the following:

  • Send you any missing parts or components
  • Suggest a method self repair
  • Arrange a repair by a local tradesperson in your area.
  • Replace the product (subject to availability)
  • Offer you an alternative product
  • Offer a partial or full store credit voucher or refund

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 goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Faults and Warranties policy does not cover:

  • Normal wear and tear
  • Damage arising from improper assembly or modification
  • Damage arising from abnormal use or abuse
  • Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
  • Damage to external or product packaging only
  • Damage occuring during your own handling and transportation of goods.
  • Insignificant minor variations in dimensions, colour, grain or finish
  • Insignificant minor imperfections or superficial blemishes

Can I return an item if I have changed my mind about the purchase?

Mostly yes, we will gladly accept returns within 14 days of delivery if you have had a change of mind. However, the item needs to be unopened, unused, in original condition and in their original packaging. You will need to contact our customer service staff via the online form or email [email protected] You will also need to provide us photos showing the condition of the item. Once we have agreed, we will issue a confirmation of return acceptance, you are then responsible for returning the item to our warehouse in the same condition. We will issue you the full refund providing the mattress meets its original condition. Metia retains the final discretion to accept of refuse the return after we have fully inspected the item.

What if the item I receive has been damaged in transit?

If the item you receive has been damaged in transit, you can send us photos showing the damage and provide your name and contact information. Our customer service staff will resolve this issue for you as soon as we can.

It is important that you do not sign for the delivery as having been received in good condition unless you have checked the item thoroughly. Alternatively, you may also choose to leave a note with the courier that you have not had time to check the delivery. Damage in transit may no longer be claimed once you have signed off the delivery as having been received in good condition without leaving any note.

The item that I’ve received is wrong. What should I do?

If the parcel that you’ve received is wrong, please use the online contact form or email us at [email protected] Our friendly staff will help you resolve the issue as soon as we can.

We understand and appreciate that you may be concerned about your privacy and the confidentiality and security of information we may gain about you online. We are committed to protecting your privacy and to complying with the Australian Privacy Principles in the Australian Privacy Act. By using the Website, you agree to accept the Privacy Policy and the Website Terms and Conditions at our website http://metia.com.au. Where the Privacy Policy uses a word starting with a capital letter, that term will be defined in the Terms and Conditions or elsewhere in this Policy. If you do not agree to the terms of this Privacy Policy or the Terms and Conditions, you should not use the Website. personal identifying information collected We do not collect your personally identifying information unless you knowingly provide the information, nor will your information be shared with other companies for external non-Metia marketing purposes. Individually identifiable informationThe types of individually identifiable information we collect will depend on the purposes(s) for which we are collecting it. For example, we may ask for your name; contact details; identification information; payment and transaction details; history records of your communication and interaction with us; details or history of preference, interests and behaviour relation to transactions, products, services and activities on our Website; as well as other similar Personal Information that is needed to register or subscribe you to our services or offers. If we ever ask for significantly different information, we will inform you. If you do not provide certain requested Personal Information to us, we may not be able to provide you with access to and use of the Website, provide you with access to our other products and services, or to fulfil on or more of our functions and activities applicable to you. Non-identifiable information Non-identifiable information is data that have never been labeled with individual identifiers or from which identifiers have been permanently removed, and by means of which no specific individual can be identified. When you visit our Website, our company servers may automatically record non-identifiable information that your browser sends. This data may include: your computer’s IP address; browser Type; webpage you were visiting before you came to our Website the pages within metia.com.au you visit the time spent on those pages, items, and information searched on our Website, access times, dates and other statistics. Non-identifiable information is collected for analysis and evaluation in order to help us improve our Website and the services and products we provide. This data will not be used in association with any other Personal Information. collection of personal information When we collect Personal Information, it is our usual practice to collect this directly from you. We collect Personally Information that is volunteered during registration of an account at the Website, use and access some parts of the Website, or in response to specific information requests explicitly presented to you, such as: Browsing our site; Saving an item; Registering on our Website; Logging into the Website once registered; Making a purchase from Metia; Contacting our Customer Care, either about an order or for any other reason; Clicking on Metiabanners, hyperlinks or plugins; or during conversation with our team members. storing the personal information We use a number of procedures and processes to ensure, where possible, the security and integrity of your Personal Information. We protect your Personal Information by: Restricting access to Personal Information Maintaining technology products to prevent unauthorized computer access Securely destroying your Personal Information when it is no longer needed for our record retention purposes. To secure your credit card, we don’t keep details of your credit card information, including the security code (or CCV number) that you need to input in order to complete an order using your credit card. However, no data transmission over the internet can be guaranteed as completely secure. Once any information is in our possession, we will take reasonable steps to protect that information from misuse, loss, unauthorized access, and modification or disclosure. While we strive to protect such information, we cannot guarantee 100% the security of any information (personal or other) you transmit to us. Therefore, we will not be liable for any breach of security or unintended loss or disclosure of information due to the Website being linked to the Internet. the purposes of collecting, holding, using and disclosing personal information We only collect Personal Information to the extent necessary to fulfil one or more of our functions and activities, and will do so only by fair and reasonable means. We collect your Personal Information so that we can carry out the following actions (“Purpose”): to provide you with products and services that you have requested from us; to communicate with you, including about products and services, competition results, special offers, and events which might interest you; to answer your questions and provide you with information or advice; to create orders, transaction records, agreements for the sale of products or services, accounts, tax invoices or receipts; provide your Personal Information to third parties that assist us in providing products and services you have requested, such as delivery service providers and fulfilment managers; carry out administration, marketing, planning, fraud and loss prevention activities, procurement, product and service development, quality control and research to improve the way Metiaand our related bodies corporate and service providers provide products and services to you; to consider and respond to complaints made by you; to comply with laws or regulations or to comply with any directions given by regulators or authorities. We will only use your Personal Information for the Purposes for which it was collected and we will not otherwise disclose your Personal Information without gaining your consent except where such disclosure is required by law. We collect aggregated information about you which informs us about our users. This will allow us to enhance materials viewed by you and services which we offer. The browser information we collect is used in an aggregated, anonymous manner in our internal analysis of traffic patterns within our Website. This information is used by us to administer and improve our education and training products and services. third party service providers We engage a range of third parties to provide services and perform business support functions for us. Some of those third parties need access to Personal Information in order to provide the services or perform the functions we require. Where we share your Personal Information with third party service providers, they will be contractually bound to use the information only for the purposes of providing the services or performing the functions required by us and to store the information securely. Your Personal Information (such as name, address and phone number) or your order and the products you purchase will not be given or sold to any outside organisation for its use in marketing or solicitation without your prior express consent. cookies We use “cookies” when you visit our Site. It is a technology that enables us to operate an efficient service and track the patterns of behaviour of visitors to the Site. There are four main types of cookies – here’s how and why we use them: Website functionality cookies – these cookies allow you to navigate the Website and use our features, such as “Add to Cart” and “Add to Wishlist”; Website analytics cookies – these cookies allow us to measure and analyse how our customers use the Website, to improve both its functionality and your shopping experience; Customer preference cookies – when you are browsing or shopping on Metia, these cookies will remember your preferences (like your language or location), so we can make your shopping experience as seamless as possible, and more personal to you; Targeting or advertising cookies – these cookies are used to deliver ads relevant to you. They also limit the number of times that you see an ad and help us measure the effectiveness of our marketing campaigns. By using our Website, you agree to us placing these sorts of cookies on your device and accessing them when you visit the Website in the future.  You can modify the settings on your device to prevent cookie use. Please note by disabling cookies, your user experience may be affected and you might not be able to take advantage of certain functions of our Website. . third party sites Please be aware that other websites that may be accessed through our Website may collect your Personal Information. The Website may contain links to other websites. Please note that we are not responsible for the privacy practices of these websites. When you leave our Website, you should familiarise yourself with the privacy statement of that website prior to providing your Personal Information, as this Privacy Policy only applies to Personal Information collected by us or through our Website. changes to the privacy policy Please note that this Privacy Policy forms part of the Terms and Conditions for use of the Website and forms part of the Agreement between you and us. We may, from time to time, amend the Privacy Policy, in whole or part, in our sole discretion. Any changes to the Privacy Policy will be published on our Website, and will be effective immediately upon the posting of the revised policy on the Website. By continuing to use the Website following any changes, you will be deemed to have agreed to such changes. If you do not agree with the terms of the Privacy Policy, as it may be amended from time to time, in whole or part, you must terminate your use of the Website. This page was last updated on 15 April 2019.

Metia’s Warranty – Mattresses

10 Year Warranty

We are proud to offer 10 years warranty on our mattresses.

  1. Who does this mattress warranty extend to?

Please retain a copy of your order confirmation as proof of purchase. You’ll need this to make a claim, without it we reserve the right to reject any claim under this warranty. Please also note that the warranty is for the benefit of the original purchaser only and is not transferable at resale.

  1. What does the warranty cover?

-This warranty covers the following defects in workmanship and materials of the Metia mattresses that has at all times only been in normal domestic use and treated in accordance with our Metia mattresses FAQ.-Deterioration which causes the mattress to have a visible indentation greater than 20mm, as long as that indentation or sag has not resulted from use of an improper or unsupportive foundation.-Any physical flaw in the mattress that causes the foam material to split or crack, as long as the mattress has not been handled improperly.-In respect of the mattress cover only, any manufacturing defect in the zipper assembly or the fabric of the mattress cover. As noted below, a defect in respect of the mattress cover alone will not entitle you to a replacement Metia mattress, just the cover itself.

  1. What does the warranty NOT cover?

-If it does not fall into one of the categories above in the ‘What does the warranty cover?’ section, then it is not covered by our warranty. By way of example of what is not covered, please see the following list (although there can be other things too which are not covered):-A normal increase in the softness of the foam pressure-relieving material which does not affect the pressure-relieving qualities of the mattress.-Comfort preference.-Abnormal use.-Physical abuse or damage to mattress which causes defects such as burns, cuts, tears, liquid damage or stains.

Metia’s Warranty – Bed Frames

Faults and Warranty Claims

Metia warrants all our bed frames to be free from defects in materials and workmanship,

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you’re happy with. For example we may arrange one or a combination of the following:

  • Send you any missing parts or components
  • Suggest a method self repair
  • Arrange a repair by a local tradesperson in your area.
  • Replace the product (subject to availability)
  • Offer you an alternative product
  • Offer a partial or full store credit voucher or refund

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 goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Faults and Warranties policy does not cover:

  • Normal wear and tear
  • Damage arising from improper assembly or modification
  • Damage arising from abnormal use or abuse
  • Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
  • Damage to external or product packaging only
  • Damage occuring during your own handling and transportation of goods.
  • Insignificant minor variations in dimensions, colour, grain or finish
  • Insignificant minor imperfections or superficial blemishes

Can I return an item if I have changed my mind about the purchase?

Mostly yes, we will gladly accept returns within 14 days of delivery if you have had a change of mind. However, the item needs to be unopened, unused, in original condition and in their original packaging. You will need to contact our customer service staff via the online form or email [email protected] You will also need to provide us photos showing the condition of the item. Once we have agreed, we will issue a confirmation of return acceptance, you are then responsible for returning the item to our warehouse in the same condition. We will issue you the full refund providing the mattress meets its original condition. Metia retains the final discretion to accept of refuse the return after we have fully inspected the item.

What if the item I receive has been damaged in transit?

If the item you receive has been damaged in transit, you can send us photos showing the damage and provide your name and contact information. Our customer service staff will resolve this issue for you as soon as we can.

It is important that you do not sign for the delivery as having been received in good condition unless you have checked the item thoroughly. Alternatively, you may also choose to leave a note with the courier that you have not had time to check the delivery. Damage in transit may no longer be claimed once you have signed off the delivery as having been received in good condition without leaving any note.

The item that I’ve received is wrong. What should I do?

If the parcel that you’ve received is wrong, please use the online contact form or email us at [email protected] Our friendly staff will help you resolve the issue as soon as we can.

We understand and appreciate that you may be concerned about your privacy and the confidentiality and security of information we may gain about you online.

We are committed to protecting your privacy and to complying with the Australian Privacy Principles in the Australian Privacy Act.

By using the Website, you agree to accept the Privacy Policy and the Website Terms and Conditions at our website http://metia.com.au. Where the Privacy Policy uses a word starting with a capital letter, that term will be defined in the Terms and Conditions or elsewhere in this Policy. If you do not agree to the terms of this Privacy Policy or the Terms and Conditions, you should not use the Website.

personal identifying information collected

We do not collect your personally identifying information unless you knowingly provide the information, nor will your information be shared with other companies for external non-Metia marketing purposes.

  1. Individually identifiable informationThe types of individually identifiable information we collect will depend on the purposes(s) for which we are collecting it. For example, we may ask for
    1. your name;
    2. contact details;
    3. identification information;
    4. payment and transaction details;
    5. history records of your communication and interaction with us;
    6. details or history of preference, interests and behaviour relation to transactions, products, services and activities on our Website;

as well as other similar Personal Information that is needed to register or subscribe you to our services or offers. If we ever ask for significantly different information, we will inform you. If you do not provide certain requested Personal Information to us, we may not be able to provide you with access to and use of the Website, provide you with access to our other products and services, or to fulfil on or more of our functions and activities applicable to you.

  1. Non-identifiable information

Non-identifiable information is data that have never been labeled with individual identifiers or from which identifiers have been permanently removed, and by means of which no specific individual can be identified. When you visit our Website, our company servers may automatically record non-identifiable information that your browser sends. This data may include:

  1. your computer’s IP address;
  2. browser Type;
  3. webpage you were visiting before you came to our Website
  4. the pages within metia.com.au you visit
  5. the time spent on those pages, items, and information searched on our Website, access times, dates and other statistics.

Non-identifiable information is collected for analysis and evaluation in order to help us improve our Website and the services and products we provide. This data will not be used in association with any other Personal Information.

collection of personal information

  1. When we collect Personal Information, it is our usual practice to collect this directly from you. We collect Personally Information that is volunteered during registration of an account at the Website, use and access some parts of the Website, or in response to specific information requests explicitly presented to you, such as:
    1. Browsing our site;
    2. Saving an item;
    3. Registering on our Website;
    4. Logging into the Website once registered;
    5. Making a purchase from Metia;
    6. Contacting our Customer Care, either about an order or for any other reason;
    7. Clicking on Metiabanners, hyperlinks or plugins; or
    8. during conversation with our team members.

storing the personal information

We use a number of procedures and processes to ensure, where possible, the security and integrity of your Personal Information.

We protect your Personal Information by:

  • Restricting access to Personal Information
  • Maintaining technology products to prevent unauthorized computer access
  • Securely destroying your Personal Information when it is no longer needed for our record retention purposes.

To secure your credit card, we don’t keep details of your credit card information, including the security code (or CCV number) that you need to input in order to complete an order using your credit card.

However, no data transmission over the internet can be guaranteed as completely secure. Once any information is in our possession, we will take reasonable steps to protect that information from misuse, loss, unauthorized access, and modification or disclosure. While we strive to protect such information, we cannot guarantee 100% the security of any information (personal or other) you transmit to us. Therefore, we will not be liable for any breach of security or unintended loss or disclosure of information due to the Website being linked to the Internet.

the purposes of collecting, holding, using and disclosing personal information

  1. We only collect Personal Information to the extent necessary to fulfil one or more of our functions and activities, and will do so only by fair and reasonable means. We collect your Personal Information so that we can carry out the following actions (“Purpose”):
    1. to provide you with products and services that you have requested from us;
    2. to communicate with you, including about products and services, competition results, special offers, and events which might interest you;
    3. to answer your questions and provide you with information or advice;
    4. to create orders, transaction records, agreements for the sale of products or services, accounts, tax invoices or receipts;
    5. provide your Personal Information to third parties that assist us in providing products and services you have requested, such as delivery service providers and fulfilment managers;
    6. carry out administration, marketing, planning, fraud and loss prevention activities, procurement, product and service development, quality control and research to improve the way Metiaand our related bodies corporate and service providers provide products and services to you;
    7. to consider and respond to complaints made by you;
    8. to comply with laws or regulations or to comply with any directions given by regulators or authorities.

We will only use your Personal Information for the Purposes for which it was collected and we will not otherwise disclose your Personal Information without gaining your consent except where such disclosure is required by law.

  1. We collect aggregated information about you which informs us about our users. This will allow us to enhance materials viewed by you and services which we offer. The browser information we collect is used in an aggregated, anonymous manner in our internal analysis of traffic patterns within our Website. This information is used by us to administer and improve our education and training products and services.

third party service providers

We engage a range of third parties to provide services and perform business support functions for us. Some of those third parties need access to Personal Information in order to provide the services or perform the functions we require. Where we share your Personal Information with third party service providers, they will be contractually bound to use the information only for the purposes of providing the services or performing the functions required by us and to store the information securely.

Your Personal Information (such as name, address and phone number) or your order and the products you purchase will not be given or sold to any outside organisation for its use in marketing or solicitation without your prior express consent.

cookies

  1. We use “cookies” when you visit our Site. It is a technology that enables us to operate an efficient service and track the patterns of behaviour of visitors to the Site. There are four main types of cookies – here’s how and why we use them:
    1. Website functionality cookies – these cookies allow you to navigate the Website and use our features, such as “Add to Cart” and “Add to Wishlist”;
    2. Website analytics cookies – these cookies allow us to measure and analyse how our customers use the Website, to improve both its functionality and your shopping experience;
    3. Customer preference cookies – when you are browsing or shopping on Metia, these cookies will remember your preferences (like your language or location), so we can make your shopping experience as seamless as possible, and more personal to you;
    4. Targeting or advertising cookies – these cookies are used to deliver ads relevant to you. They also limit the number of times that you see an ad and help us measure the effectiveness of our marketing campaigns.

By using our Website, you agree to us placing these sorts of cookies on your device and accessing them when you visit the Website in the future.  You can modify the settings on your device to prevent cookie use. Please note by disabling cookies, your user experience may be affected and you might not be able to take advantage of certain functions of our Website.

.

third party sites

Please be aware that other websites that may be accessed through our Website may collect your Personal Information. The Website may contain links to other websites. Please note that we are not responsible for the privacy practices of these websites. When you leave our Website, you should familiarise yourself with the privacy statement of that website prior to providing your Personal Information, as this Privacy Policy only applies to Personal Information collected by us or through our Website.

changes to the privacy policy

Please note that this Privacy Policy forms part of the Terms and Conditions for use of the Website and forms part of the Agreement between you and us. We may, from time to time, amend the Privacy Policy, in whole or part, in our sole discretion. Any changes to the Privacy Policy will be published on our Website, and will be effective immediately upon the posting of the revised policy on the Website. By continuing to use the Website following any changes, you will be deemed to have agreed to such changes. If you do not agree with the terms of the Privacy Policy, as it may be amended from time to time, in whole or part, you must terminate your use of the Website.

This page was last updated on 15 April 2019.