Luxe Mattress Ltd. Return & Refund Policies
At Luxe Mattress Ltd., we strive to ensure our customers have the best sleep experience possible. To maintain transparency and clarity, we have outlined our return and refund policies in detail below. By purchasing any of our products, you agree to the following terms and conditions regarding returns and refunds.
1. 100-Night Mattress Exchange Trial
We offer a 100-night trial period for mattress exchanges, allowing you to experience the comfort of our mattresses risk-free. During this period, if you feel that the mattress you’ve purchased is not the right fit, you are eligible to exchange it for a different model, size, or firmness within the Luxe Mattress collection.
- Conditions for Exchange:
- The mattress must be in good condition, free from damage or stains.
- It must be exchanged for a product of equal or greater value.
- The 100-night exchange trial applies exclusively to mattresses. Other products, such as ottomans or bed frames, are not eligible under this policy.
2. 14-Day Return or Refund Policy for Mattresses
We provide a 14-day trial period for returns or refunds if you are not satisfied with your mattress purchase. This policy allows you to return the mattress within 14 days from the date of delivery, subject to the following terms:
- Eligibility for Return or Refund:
- The mattress must be unused, free of any visible damage, stains, or odors.
- Mattresses that have been used for more than 14 days will not be eligible for returns or refunds unless there is a proven defect.
- Customers who wish to return or refund must notify Luxe Mattress Ltd. within the 14-day window.
3. Defective Mattress Policy
In cases where a mattress is deemed defective, customers are eligible for repair or replacement rather than a return. If you receive a defective product, please contact us immediately, and we will initiate the inspection and replacement process.
- Note: A defective mattress cannot be returned for a refund, but Luxe Mattress Ltd. will arrange for repair or replacement free of charge.
4. Refund Process
If you choose to return your mattress for a refund within the 14-day return period, the following steps will apply:
- Refund Request: You must initiate the return process by contacting Luxe Mattress Ltd. within 14 days of receiving your mattress. After initiating the request, we will arrange a collection of the mattress from your location.
- Logistics & Inspection: Once we receive your return request, our logistics team will arrange a pick-up from your home. After collection, the mattress will be thoroughly inspected for any damages, stains, or odors to ensure it meets our return conditions.
- Refund Initiation: Once the mattress has passed inspection, Luxe Mattress Ltd. will begin the refund process. The refund will be processed within 7 business days from the time the mattress is collected and cleared for return.
- Delivery Charges: The delivery charges incurred during the initial shipping of the mattress will be deducted from the total refund amount. These charges vary depending on the delivery location and will be communicated to you upon initiating the return request.
- Refund Payment: The final refund (minus delivery charges) will be credited to your original payment method or bank account within 7 business days after the mattress has been successfully collected and inspected.
5. Exclusions
- Items marked as non-returnable, including custom-made or personalized mattresses, are not eligible for returns or refunds.
- Mattresses that have been mishandled, damaged due to improper use, or used without proper mattress protection will not be accepted for return.
6. Contact Information
For any questions regarding our return and refund policy, or to initiate a return, please contact our customer service team via email or phone. We are committed to ensuring a smooth and fair return process for all our customers.
Email: [email protected]
We value your business and appreciate your understanding of our return and refund policies. Luxe Mattress Ltd. is dedicated to delivering quality products and an exceptional customer experience.
