Return and Refund Policy
Effective Date: January 12, 2025
At Mattress Ocean, we are committed to providing high-quality mattresses and sleep products to ensure your utmost comfort and satisfaction. If you are not completely happy with your purchase, we offer a hassle-free return and refund policy to make your shopping experience smooth and worry-free. Please read the following policy carefully before initiating a return or refund request.
1. General Return Policy
We accept returns under the following conditions:
- Return Window: Customers can return mattresses or other sleep products within 30 days from the date of delivery.
- Product Condition: The mattress or product must be in its original condition, free from stains, damages, excessive wear, or odors.
- Proof of Purchase: A valid proof of purchase, such as an order confirmation or receipt, is required to process a return.
- Proper Use Requirement: The mattress must have been used with a proper foundation or bed frame to be eligible for return.
If your mattress does not meet these conditions, we reserve the right to reject the return request.
2. Items That Are Not Eligible for Returns
While we strive to accommodate all customers, there are some exceptions to our return policy:
- Used or Heavily Soiled Mattresses – Mattresses that show visible stains, pet hair, odors, damage, or improper use cannot be returned.
- Custom or Special-Order Products – Any customized mattress, size alteration, or special-order product is not eligible for return.
- Clearance and Final Sale Items – Products sold at a significant discount or marked as “final sale” are not eligible for returns or refunds.
- Pillows, Bedding, and Accessories – Due to hygiene reasons, pillows, mattress protectors, and bedding accessories cannot be returned once opened.
If your product falls under any of these categories, we will not be able to process a return or refund.
3. Return Process – How to Initiate a Return
If you meet the eligibility criteria and wish to return a product, please follow these steps:
Step 1: Contact Us
- Email our customer support team at support@mattressocean.com within 30 days of receiving your order.
- Provide your order number, product details, and reason for the return.
Step 2: Return Authorization
- Our team will review your request and, if approved, provide you with a Return Authorization Number (RAN) along with return instructions.
- Returns without a valid RAN will not be accepted.
Step 3: Prepare the Item for Return
- Securely package the mattress in its original packaging (if available) or a protective covering to prevent damage during transit.
- Ensure the item is clean and free from any physical damage before pickup.
Step 4: Return Pickup & Shipping
- We will arrange for a pickup at your location or provide a return shipping label (where applicable).
- For self-shipped returns, customers must use a trackable shipping method and provide tracking details.
- Return shipping fees may apply, depending on the reason for the return.
Step 5: Inspection & Refund Processing
- Once we receive the returned item, our team will inspect it for eligibility.
- If the return is approved, we will process the refund to the original payment method within 7–10 business days.
- If the return is denied, we will notify you via email with further details.
4. Refund Policy – How Refunds Are Issued
Once your return is approved, refunds will be processed as follows:
- Original Payment Method: The refund will be credited back to the original payment method used at checkout.
- Processing Time: Refunds typically take 7–10 business days to reflect in your account, depending on your bank or payment provider.
- Shipping Fees: If the return is due to a defective or incorrect product, we will cover all return shipping costs. However, if the return is due to a change of mind, the original shipping charges will be deducted from the refund.
5. Exchange Policy
If you wish to exchange your mattress for a different model or firmness level, please follow these guidelines:
- Eligibility: Exchanges must be requested within 30 days of delivery.
- Product Condition: The mattress must be clean and in its original condition.
- One-Time Exchange: Customers are allowed one free exchange per purchase. Any additional exchanges will incur a fee.
If the replacement product costs more than the original purchase, the price difference must be paid before the exchange is processed.
6. 5-Year Warranty Policy
At Mattress Ocean, we stand behind the quality of our products. That’s why we offer a 5-year limited warranty on all our mattresses.
What’s Covered?
- Manufacturing defects in the mattress cover or foam layers.
- Sagging or indentations greater than 1.5 inches (not caused by improper use).
- Structural defects in the mattress core.
What’s Not Covered?
- Normal wear and tear.
- Damage caused by misuse, improper storage, or accidents.
- Comfort preference changes after the 30-day return period.
- Mattresses used without a proper bed frame or foundation.
How to File a Warranty Claim
If you experience any issues covered under our 5-year warranty, follow these steps:
- Contact our customer support at support@mattressocean.com with your order number, a description of the issue, and clear photos/videos of the defect.
- Our team will review your claim and determine if it qualifies under our warranty policy.
- If approved, we will arrange for a repair, replacement, or refund, depending on the severity of the issue.
7. Cancellations & Order Modifications
If you need to cancel or modify your order, please contact us within 24 hours of placing it. Once an order has been shipped, cancellation may not be possible. In such cases, you may proceed with a return after receiving the product.
8. Contact Us
For any questions, concerns, or assistance with your return, refund, or warranty request, please reach out to our friendly customer support team:
📧 Email: support@mattressocean.com
📞 Phone: 00000000000
🕒 Support Hours: Monday – Friday, 9 AM – 6 PM (Local Time)
Thank you for choosing Mattress Ocean. We appreciate your trust and look forward to helping you achieve the perfect sleep experience.