Cancellation & Refund Policy
We want you to shop with comfort and peace of mind. Here's how our cancellation and refund process works, and what conditions apply.
Mattress Outlet will not accept returns of products whose packaging has been removed, damaged, opened, or tampered with, or products of a personal nature due to hygiene and sanitary considerations, such as pillows, protectors, or mattresses.
When shopping with Mattress Outlet, we would like to ensure your comfort and your peace of mind, and so we have included a Cancellation Policy in our Terms and Conditions. Any unused, still packed item, packed in its original packaging, which was purchased from Mattress Outlet can be returned within 14 days of the purchase, subject to certain conditions.
Should you not be 100% satisfied with any product purchased at Mattress Outlet, we will refund you in full. Refunds will only be considered under the following conditions:
- Original packaging, unused. The product to be returned must be returned in its original packaging and must be unused.
- Original condition. The product must be in its original condition.
- No custom orders. Any custom made, or custom size, products cannot be returned.
- No custom design choices. Products with a custom design, fabric, or colour choice cannot be returned.
- Collection costs. Transportation costs of returned products, when they need to be collected by Mattress Outlet, will be covered by the client and such costs will be deducted from part of the refund.
- Excess transportation costs. Any transportation costs that are more than the amount the client originally paid for will also be deducted from the refund.
- Comfort Trial exclusion. Products used in the 100 Night Comfort Trial do not qualify for a refund.
The refund will be issued within 30 days of the product being returned, provided the returned product meets the above requirements.
