Returns & Warranty Policy

Returns and Warranty Policy

Effective Date: 1 January 2025 | Last Reviewed: April 2026

We manufacture every mattress we sell. We stand behind every product with our name on it. This policy is built on South African law and on the belief that a customer who is treated fairly comes back — and brings people with them.

1. Legal Framework

This Returns and Warranty Policy is drafted in full compliance with:

The Consumer Protection Act No. 68 of 2008 (CPA) — including Sections 55, 56, 20, and 69.
The National Credit Act No. 34 of 2005 (where applicable to credit transactions).
The Electronic Communications and Transactions Act No. 25 of 2002 (ECTA).

Nothing in this policy limits, waives, or overrides your statutory rights under the CPA. Where our policy offers more than the CPA minimum, the more favourable terms apply. Where there is any conflict, the CPA prevails.

2. Definitions

Guarantee Period: The initial period during which a defect is repaired or replaced at no cost to the customer.
Warranty Period: The extended period after the guarantee period, during which pro-rata charges may apply for repairs or replacements.
Defect: A material imperfection in manufacturing that renders the product less acceptable than a consumer is reasonably entitled to expect (CPA Section 55).
Comfort Exchange: A discretionary programme allowing a customer to exchange a mattress for a different comfort level within 365 days of delivery.

3. Statutory Returns Rights (CPA Section 56)

Under the Consumer Protection Act, you have the right to return goods that are defective, unsafe, or fail to meet the standards described in Section 55 of the CPA. These rights exist regardless of any store return policy.

3.1 Six-Month Statutory Return Window

Within six (6) months of delivery, you may return goods to us — without penalty and at our risk and expense — if:

The goods are not reasonably suitable for their intended purpose;
The goods are not of good quality or in good working order;
The goods contain a material defect in manufacturing;
The goods fail to comply with applicable standards under the Standards Act, 1993.

Upon your election, we will repair, replace, or refund — at your choice. Should you elect a refund, we may deduct a reasonable charge for use of the goods during the period they were in your possession.

Within the first 30 days, a full refund unconditionally will be paid out.

4. Mr Mattress Manufacturer's Warranty

Because we manufacture our own mattresses, we offer a direct manufacturer's warranty — not a third-party pass-through. This is a competitive advantage we are proud of.

Product Range	Guarantee Period	Warranty Period
Foam Mattresses	1 Year (free replacement)	Up to 10 Years (pro-rata)

Specific warranty periods applicable to your purchase will be confirmed on your invoice. This warranty extends to the original purchaser only and is non-transferable.

4.1 What the Warranty Covers

Structural defects in foam composition or core integrity;
Premature sagging or body impressions greater than 25mm under normal use;
Seam failures or fabric separation under normal use conditions;
Manufacturing defects in stitching, handles, or quilting.

4.2 What the Warranty Does NOT Cover

Damage caused by misuse, abuse, accidents, or negligence;
Stains, burns, or biological contamination;
Damage caused by using an incorrect or unsupported base/foundation;
Normal comfort changes over time (firmness preference is addressed under the Comfort Exchange Programme);
Damage arising from an inappropriate bed frame or slatted base where slat spacing exceeds 7 cm;
Goods used for commercial purposes (hotels, guesthouses, student residences) unless specifically agreed in writing.

IMPORTANT: Using a mattress protector is strongly recommended and is required to keep your warranty valid in cases where staining could otherwise void coverage.

5. 365-Night Comfort Exchange Programme

We offer a 365-Night Comfort Exchange — because sleeping on a mattress is the only real test. Here is how it works:

You must use your mattress for a minimum of 365 nights before qualifying for an exchange (your body needs time to adjust).
The exchange must be initiated within 365 nights of the original delivery date.
A new, unsoiled mattress protector must have been used from the first night. Stained or soiled mattresses are excluded.
Exchanges are for the same or higher value. No cash refunds are issued under this programme.
One comfort exchange per customer per purchase.
The customer is responsible for the cost of collection and re-delivery of the exchanged mattresses.
Pillows, mattress protectors, and accessories are excluded from this programme.

6. How to Log a Return or Warranty Claim

Step 1: Contact us at info@mrmattress.co.za or WhatsApp 0870871610 with:

Your full name and invoice number;
A description of the defect or issue;
Clear photographs of the damage or defect.

Step 2: We will assess your claim within 5 business days. We may request a physical inspection at your address or require the mattress to be returned to our factory or warehouse.

Step 3: Once approved, we will arrange repair, replacement, or refund as agreed.

Keep your invoice. It is your proof of purchase and is required for all warranty and guarantee claims.

7. Items Excluded from Returns

Mattress protectors and pillow protectors after the original seal has been opened;
Pillows that have been used;
Custom-size or special-order mattresses (unless defective under Section 56 of the CPA);
Goods purchased on a final sale / clearance basis, unless defective.