Refund policy

Return/Refund/Deposit Policy

 

Our Return Policy

On items that have been delivered or picked up, all sales are final.

For hygienic and health reasons (viruses, pathogens, smoke, perfume, pet dander, dust mites, bed bugs, bacteria, etc.), Mattress Mattress® does not offer exchanges or refunds on mattresses, foundations, adjustable beds, pillows, pillow protectors, sheets, duvets, comforters, mattress protectors, sleepwear and wood or fabric headboards. The purchase of any of these items is final once they leave the store by way of pick up or delivery.

It is important to note that product warranties are still covered, as they are handled by the manufacturer. We are always happy to help with this process. If you have a warranty question or concern, please contact your local Mattress Mattress® location.

On items that have not been delivered or picked up, please see our Refund Policy. 

 

Our Refund Policy

On items that are awaiting delivery/pickup or are currently on order:

If the item is a regularly stocked item and is awaiting pickup or delivery and has not left the store, a full refund will be issued (Lay-a-ways excluded).

If the item is a special or custom order (an item we do not stock) and we are able to cancel the purchase order with the supplier prior to production, we will offer a full refund, however, if the manufacturing process has started, restocking fees up to 100% may apply.

 

Our Deposit Policy

All deposits on cancelled orders of regularly stocked items are fully refundable within 30 days.

Special orders & Custom size orders are Non-refundable once production has started.

Regularly Stocked Items: Anything that we typically stock in Twin, Twin XL, Double, Queen, Queen RV and King sizes.

Special Order Items: Anything that is a common size, but not typically stocked.

Custom Order Items: Any model that requires unique or rare measurements, including cut corners etc.

 

Our Refund Process

If items have not left our store, the “return” of items is made easy.

Credit is applied by way of original payment whenever possible. If not possible, a cheque or e-transfer will be issued. Refunds for cash payments would be made by way of cheque. Refund cheques are processed by our Accounting Department as quickly as possible and mailed directly to you.

 

Our Factory Fresh Guarantee

Most storefront mattress retailers and online mattress sites offer a mattress “Comfort Exchange” period. We learned years ago that Comfort Guarantees are the lazy sales associates' biggest selling tool. Beware of the pitch “Don’t worry. If you don’t like it, you can return it and pick another one.” What they fail to tell you is that most often you’re only allowed one exchange. What happens if your exchange is worse than the original mattress you purchased?

Years ago, we belonged to a buying group owned by Sears Canada. At one of their seminars, we toured their Vaughan distribution centre in Ontario. We were told their rate of return on mattresses ordered from their catalogue ran as high as 40%. What did they do with their returns? And what do all other retailers and online sites do with all their returned mattresses? Some online sites donate them to charities and then claim that they’ve done their part for giving back to communities. Others re-bag and sell them as floor models.

In 2010 we were the first in our industry in Canada to introduce a "Factory Fresh Guarantee".

We sell tens of thousands of mattresses a year, and outside of floor samples, every mattress we sell is guaranteed to be …

  • Brand New Factory Fresh! 
  • No Comfort Exchanges!
  • No Viruses!
  • No Bed Bugs!
  • No Dust Mites!
  • No Smoke! 
  • No Perfume!
  • No Pet Dander! 
  • No Body Fluids!
  • No Bacteria!
  • No Pathogens!

And we consider our Floor Samples as ALMOST NEW because …

  • They have never left our premises!
  • We work hard at keeping them clean and fresh (replaced as needed)!
  • Our manufacturers know that we care for them, and as such give them a Full Factory Warranty!
  • And with the introduction of disposable mattress protectors for use in our showrooms when you’re trying out mattresses, they’ll remain even cleaner and fresher!

In keeping with our “Factory Fresh Guarantee,” we do not have a return policy on mattresses. A few minutes with one of our Beducators will greatly improve the chance of your buying a mattress best suited to your needs. If you live close to one of our stores, no matter where you end up buying a new mattress, we highly encourage a visit.

“Come get your Beducation®!”

We have a saying “We know mattresses® … and you will too.” Armed with a Beducation® you won’t need a refund when buying a new mattress. You’ll make a better buying decision and buy a mattress that’s “Just Right”.