Refund policy
Refund and Exchange Policy
At Sleepera, we are committed to providing quality mattresses and dependable customer service. Please carefully review this policy before completing your purchase.
7-Day Exchange Window
If you change your mind about your mattress after delivery or pickup, you have 7 days from the date of delivery or pickup to request an exchange.
Within this 7-day period, you may exchange your mattress for the same model (subject to availability), a different mattress of equal value, or a higher-priced mattress by paying the price difference.
To qualify for a 7-day exchange, the mattress must be clean and free from stains, tears, burns, moisture damage, strong odours, or signs of misuse. The mattress must also be used on a proper foundation or bed frame, and we strongly recommend using a mattress protector.
The customer is responsible for all transportation, pickup, and redelivery costs associated with a 7-day exchange, even if free delivery was provided with the original purchase.
After the 7-day exchange period has expired, Sleepera does not offer returns, refunds, exchanges, or store credit for comfort preference, firmness, or a change of mind. Mattress comfort is subjective, and we encourage customers to try our mattresses in our Surrey showroom before making a purchase.
Refunds to the original payment method are not available at any time.
Sagging or Manufacturing Defect Claims
In addition to the 7-day exchange policy, a mattress may qualify for inspection during the applicable manufacturer’s warranty period if it develops verified sagging or another manufacturing defect covered under the manufacturer’s warranty.
Eligible Warranty Claims
To qualify for a warranty inspection, the sagging must meet or exceed the minimum depth specified by the manufacturer’s warranty.
The mattress must have been used on a suitable and properly supported bed frame or foundation.
The mattress must be clean and free from stains, tears, burns, moisture damage, strong odours, or signs of misuse.
The mattress should have been protected with a mattress protector.
The original proof of purchase must be provided.
The mattress must remain in the possession of the original purchaser.
Normal softening, body impressions, foam settling, or changes in comfort that do not meet the manufacturer’s warranty requirements are not considered manufacturing defects.
Inspection and Approval
All warranty claims are subject to inspection and approval by Sleepera and, where applicable, the manufacturer.
Customers may be asked to provide photographs or videos of the mattress, measurements of the sagging, photographs of the bed frame or foundation, proof of purchase, and the mattress law label or warranty label.
Approval is not guaranteed. Every claim will be evaluated according to the manufacturer’s warranty terms and conditions.
Resolution of an Approved Warranty Claim
If a warranty claim is approved, Sleepera or the manufacturer may, at their discretion, repair the mattress, replace it with the same model, exchange it for another eligible mattress of equal value, allow an upgrade by paying the price difference, or provide store credit where applicable.
Refunds to the original payment method are not available.
Transportation and Pickup Costs
The customer is responsible for all transportation, pickup, return delivery, inspection, and redelivery costs associated with warranty claims or exchanges, even if free delivery was provided with the original purchase.
Customers may bring the mattress to the Sleepera showroom after receiving approval and instructions. Pickup service may also be arranged, subject to availability and applicable charges.
Non-Eligible Products and Claims
Mattresses outside the 7-day exchange period that do not have a qualifying manufacturing defect are not eligible for return, exchange, refund, or store credit.
Comfort or firmness concerns after the 7-day exchange period are not covered.
Normal body impressions and foam softening are not considered manufacturing defects.
Final-sale items, clearance products, floor models, custom orders, bed frames, adjustable bases, pillows, mattress protectors, and accessories are not eligible for return or exchange unless specifically covered by a manufacturer’s warranty.
Products that are stained, damaged, unsanitary, misused, or used with an improper or insufficient support system are not eligible for warranty claims.
Contact Information
To request a 7-day exchange or submit a warranty claim, please contact Sleepera before bringing your mattress to the showroom.
Sleepera Mattress Wholesale
Unit 117 – 7533 135 Street
Surrey, BC V3W 0N6
Near Costco Surrey
Phone: 778-907-0000
