We understand that sometimes, a change of heart happens. If you need to return a product, please review the following conditions to ensure a smooth and hassle-free process:
Return Eligibility
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Return Window: 30 days from the delivery date.
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Condition: Items must be returned in their original, unused, and unaltered condition with the original packaging and box intact.
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Mattress Returns: Mattresses cannot be returned once they have been removed from their box and uncompressed from their rolled packaging.
Important Details
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Return Shipping: Return shipping costs are non-refundable. We provide pre-paid return labels, but the cost of the label will be deducted from your refund.
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Inspection & Fees: Returned items are subject to inspection by our team. If the return criteria are not fully met, restocking and handling fees may apply.
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Reporting Damages/Defects: Any damages or defects caused during shipping (via FedEx, UPS, Canada Post) must be reported within 48 hours of delivery.
How to Initiate a Return
To begin the return process, please contact our customer service team at cs@mattressdirect.ca. Include your order number in the subject line and provide a brief reason for your return. If there are any issues with the item you received, please describe the issue in as much detail as possible.
Refund Process
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Refund Method: Refunds will be issued to your original payment method.
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Processing Time: Once your returned item is received and approved, your refund will be processed within 7 business days. Please note, your bank may require additional time to post the funds to your account.
Non-Returnable Items
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Opened Mattresses: Opened or used mattresses are non-returnable.
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Clearance Items: All clearance items are final sale and cannot be returned.
We appreciate your understanding and cooperation. If you have any questions or need further assistance, our customer service team is here to help!
