30-Day Returns | 3-Year Bounce Back Foam Warranty | Australian Customer Support

The Whatsie Warranty

Made for real play. Backed by real support.

We want you to love your Whatsie. And if something isn’t right, we’ll make it easy to get help.

Every Whatsie is backed by our Happiness Guarantee, including 30-day change-of-mind returns, our 3-Year Bounce Back Foam Warranty and a 12-month Cover & Component Warranty.

Whatsie is Australian owned and designed, with an Australian team here to help before, during and after your purchase.

30-Day Change-of-Mind Returns

Changed your mind? That’s okay.

You can return your Whatsie within 30 days of delivery, provided it is unused, unopened and in its original sealed packaging.

Original delivery fees are non-refundable and return shipping is at the customer’s cost.

Just email hello@whatsie.com.au before sending anything back and our team will give you the return details.

The Whatsie Warranty

Built to be played with. Made to bounce back.

Whatsie is designed for building, climbing, lounging and years of everyday family play. We stand behind the foam, fabrics and components that go into every one.

If something genuinely doesn’t seem right, please get in touch. Our Australian team will take a look and help you from there.

3-Year Bounce Back Foam Warranty

No sagging. No flattening. No pancakes.

Our supportive foam is designed to hold its shape and bounce back after everyday play.

If your foam experiences abnormal sagging, permanent compression, loss of shape or loss of support due to a manufacturing defect, it’s covered for 3 years from delivery.

If you’re concerned about your foam, send us a few photos or a short video and we’ll take a look.

12-Month Cover & Component Warranty

Our fabric, YKK® zippers, stitching, seams and handles are covered against manufacturing defects for 12 months from delivery.

If something fails because of a manufacturing fault, let us know and we’ll help make it right.

What’s Covered?

Our warranties cover manufacturing defects in the materials or workmanship of your Whatsie during the applicable warranty period.

For foam, this can include abnormal sagging, flattening, permanent compression or loss of structural support caused by a manufacturing defect.

For covers and components, this can include manufacturing faults affecting fabric, stitching, seams, YKK® zippers and handles.

What’s Not Covered?

Whatsie is made for real family life, so some signs of being well loved are completely normal.

Our warranty doesn’t cover normal wear and tear, accidental damage or damage caused by incorrect use or care. This includes:

• Normal softening or minor settling of foam that doesn’t affect how it functions
• Pilling, fading and normal fabric wear
• Stains, spills, cuts, tears, burns or pet damage
• Damage caused by incorrect use, cleaning, care, transport or storage
• Damage caused by not following our care instructions
• Modifications, alterations or tampering
• Damage from prolonged direct sunlight, extreme temperatures, excessive moisture or chemicals
• Fire, flood, storms or events outside our reasonable control
• Minor variations in colour, texture, dimensions or finish
• Disclosed imperfections on products sold as seconds or As Is

Fabric & Colour

We do our best to show Whatsie colours accurately, but screens, lighting and the colours around them in your home can all change how a fabric appears.

Small colour variations between production batches are normal. Directional fabrics can also appear lighter or darker depending on the direction of the pile.

Corduroy panels may be cut and stitched with the cord running in different directions. This is a normal characteristic of the fabric and isn’t considered a manufacturing defect.

If you’re unsure about your colour when it arrives, please check it before opening the sealed play couch packaging or using the product.

Making a Claim

Something not right? Just get in touch.

Email hello@whatsie.com.au with your order number, a quick explanation and two or three clear photos or a short video.

That’s it. There’s no need to send anything back unless we ask you to. Our Australian team will review it and let you know what happens next.

If your claim is approved, we’ll work with you on the appropriate solution. Depending on the issue and your applicable rights, this may include a repair, replacement, refund or another appropriate remedy.

If something needs to come back to us, we’ll give you the return instructions.

Replacement Colours & Add Ons

Some Whatsie colours, fabrics and add ons are released in limited quantities, so we can’t always guarantee the exact same option will still be available.

If yours is no longer available, we’ll work with you to find a suitable alternative.

Warranty Periods

Our voluntary warranty applies to the original purchaser and products used for normal household use.

Warranty periods start on the date your original order is delivered. If a product or component is repaired or replaced under our voluntary warranty, the original warranty period continues rather than restarting.

Your rights under Australian Consumer Law apply separately.

Sale Items

Change-of-mind returns on sale or discounted products may be limited to store credit or exchange where stated at the time of purchase.

This doesn’t affect your rights if something is faulty or your rights under Australian Consumer Law.

Order Cancellations

Need to cancel? Get in touch as soon as you can and we’ll see what we can do.

A 10% cancellation or restocking fee may apply to eligible orders that haven’t been dispatched.

Once an order has been dispatched, it can’t be cancelled and will need to follow our returns process.

Australian Consumer Law

Our Happiness Guarantee and voluntary warranties are provided in addition to your rights under Australian Consumer Law.

Nothing in this policy limits any rights or remedies you’re entitled to under Australian Consumer Law.

Need a Hand?

We’re here to help. Whatsie is an Australian owned and designed business, backed by a local team who genuinely care about looking after our customers.

Whether you have a question about your warranty, a return or something that doesn’t look quite right, email hello@whatsie.com.au with your order number.

We’ll take it from there!