Refund policy
Return and refund policy – MatrasComfort
At MatrasComfort, we aim to provide clear information, good service and satisfied customers. Below you can read the return conditions that apply to online orders.
Our 30-day return period
MatrasComfort offers a 30-day return registration period for online purchases, starting from delivery of the item. Register your return within this period through our online store or by emailing info@matrascomfort.com, stating your name and order number. After registering your return, you have 14 days to send the item back. If the final registration day falls on a weekend or public holiday, the period continues until the next working day. Your statutory right of withdrawal remains unaffected.
1. Statutory right of withdrawal
As a consumer, you generally have the right to withdraw from an online purchase within 14 days after receiving the product, without giving any reason.
You can notify us of your withdrawal within this period by using the withdrawal function in our online store or by emailing info@matrascomfort.com, stating your name and order number.
After notifying us of your withdrawal, you have a further 14 days to return the product.
2. Inspecting a mattress
You may inspect the mattress only to the extent necessary to establish its nature, characteristics and functioning, comparable to what would reasonably be possible in a physical store.
Simply opening the packaging or unrolling the mattress does not automatically result in the loss of your right of withdrawal.
We recommend keeping the mattress clean during the inspection and always using a clean mattress protector.
3. Diminished value
You are liable for any diminished value of the mattress resulting from handling or use that goes beyond what is necessary to inspect it.
Diminished value may apply in situations including:
stains, hairs or body odours;
damage, tears or soiling;
prolonged or intensive use;
smoke, pet or other strong odours;
missing parts or damaged packaging, insofar as this results in a reduction in value.
Any diminished value will be assessed reasonably and individually for each return. We will provide you with a clear explanation of our assessment.
4. Return shipping costs and arrangements
Return shipping is free for returns covered by our 30-day return policy. First register your return by emailing info@matrascomfort.com, stating your name and order number. You will then receive the return instructions and return address. We provide a free return label. If a return label is not suitable for a large or heavy item, we arrange an appropriate return method at no cost to you.
Pack the item safely and securely, keeping it dry. Keep the shipping receipt and any tracking information until we have received your return. No restocking fee applies (0%).
5. Incorrect, damaged or defective product
Have you received an incorrect, damaged or defective product? Please contact us as soon as possible and provide clear photographs of the product and its packaging.
If MatrasComfort has made an error or the product does not conform to the agreement, the costs of the appropriate solution and any necessary return shipment will be borne by MatrasComfort.
6. Refunds
Following a valid withdrawal, we will refund the purchase price and, where applicable, the cost of the standard outbound delivery.
We may withhold the refund until we have received the product or until you provide evidence that the product has been returned, whichever occurs first.
No return shipping costs will be deducted from the refund for returns covered by our free-return policy. Any demonstrable and reasonably assessed diminished value may also be deducted from the refund.
7. Registering a return
Always register your return in advance through our online store or customer service. We will then provide you with the return instructions.
Where reasonably possible, return the item in safe, dry and adequate packaging. If the original vacuum packaging can no longer be used, we will provide instructions for suitable return packaging.