Our Returns Policy is in addition to your statutory rights and outlines our commitment to you to ensure you are satisfied with your Mattress First USA shopping experience either in store or online.
For online purchase returns:
Please see your order confirmation for store contact details to approach for returns.
What to do if you would like to return an item:
Please choose carefully. We do not normally give refunds if you simply change your mind or make a wrong decision.
Please retain your receipt
In order to obtain a refund, exchange or to repair a product that you purchased from Mattress First USA, you must have clear proof of purchase – typically a receipt.
Product is faulty?
Once proof of purchase has been established, if the product fault can safely and clearly be determined by the store, we will offer you a refund, repair or exchange.
Where the product fault is difficult to determine by a store representative, we will need to consult with the manufacturer or repair agent to determine the fault and resolution.
Mattress First USA is happy to liaise with the manufacturer or repair agent on your behalf to resolve the issue. A timeline will be outlined to you to complete the process depending on the supplier location and availability of required parts. Please be aware that some of our goods are sourced offshore and may require in excess of 10 weeks to source a replacement part or product.
Unfortunately, Mattress First USA cannot offer a refund or exchange where the product has sustained damage due to inappropriate use, whether that has been identified by a store representative, the product manufacturer or repair agent. If the product does not match its advertised description, Mattress First USA will provide you with either a refund or source a new (if available) or similar product purchased.
What if I change my mind?
Please choose carefully. The majority of Mattress Firts USA items cannot be resold for health or hygiene reasons once unwrapped or furniture orders have been placed to meet your specific order. Due to this reason we do not normally give refunds or offer exchanges or credits if you simply change your mind or make a wrong decision.
Mattress First USA may, in its absolute discretion offer you a refund, exchange or credit if you simply change your mind or make a wrong decision if:
- The product and packaging is in its original condition (including manuals and accessories).
- The product has not been used or soiled.
- The product is not on the Product Exclusion List (please see below).
- The product is still in our warehouse
Product Exclusion List
The Products listed below are excluded from ‘change of mind’ returns unless they meet the conditions set out above AND the packaging is unopened and/or the tags are still attached:
- Bed sheets (bed linen or Manchester).
- Pillows, pillow cases, pillow protectors.
- Bed protectors (mattress protectors).
- Self-assembly furniture if part or fully assembled.
- Items which have been installed using our installation service.
- Beds or mattresses that have been slept on; and
other perishable items which cannot be resold for health or hygiene reasons once unwrapped.
- Cancelling an order:
A cancellation fee of 35% is applicable on the total price. You may not incur a cancellation fee if the goods are delivered damaged or if Mattress First USA is not entitled to charge a cancellation fee under any relevant legislation. It is your responsibility to inform the store of purchase if any change of address or contact details.
Mattress First USA may request your personal information during the refund or exchange process, what do we do with the information?
Returns accepted if product not as described, buyer pays return shipping fee; or keep the product & agree refund with seller.
30 Day money back return policy. Buyer must also pay for return shipping. Mattress must be in new condition and in original packaging.
If a refund is granted, we will refund the original purchase price in the form of the previous method of payment indicated on the receipt (if possible) minus any delivery charges and/or cancellation charges.