Mr Mattress — Returns, Refund & Comfort Guarantee Policy

Effective date: 15 June 2026. Applies to all purchases made online at mrmattress.co.za and in-store at 47 Piet Human Street, Bloemfontein.

We make every mattress ourselves. We stand behind what we make. This is the one policy that covers returns, refunds, your comfort guarantee and your warranty. If another page on our site says something different, this is the version that counts.

You are protected by the Consumer Protection Act 68 of 2008. This policy meets or beats the minimum the law requires. Nothing here takes away your legal rights.

1. The Comfort Guarantee — the feel of your bed

A bed can be perfectly made and still not be the right feel for you. That is what this covers.

• Sleep on your mattress for at least 14 nights first. Foam needs time to settle and your body needs time to adjust. Most too-firm problems sort themselves out in the first two weeks.
• After 14 nights and within 180 nights of delivery, if the feel is still wrong, contact us. We will swap you to a different Mr Mattress bed.
• The comfort guarantee gives you an exchange or a store credit, not cash. Go up in price, you pay the difference. Go down, the balance becomes store credit.
• One comfort exchange per order. We get the feel right with you, properly, once.
• You cover the cost of collecting the old bed and delivering the new one.
• The bed must be clean and undamaged. Use a mattress protector from night one. A stained or damaged mattress cannot be exchanged, for hygiene reasons.

Why no cash back on comfort? Because the bed is not faulty. The feel just was not your match, and we fix that by getting you the right bed. That is the fair deal for both sides.

2. Faulty or defective beds — your money-back path

This is different from comfort. If the bed is actually faulty, the law and this policy have you covered.

Under the Consumer Protection Act (Sections 55 and 56), if within 6 months of delivery your mattress is defective, not of good quality, or not fit for its purpose, you can return it and choose a repair, a replacement, or a refund, at our cost.

A defect means a manufacturing fault: foam that collapses, sagging or body impressions deeper than 30mm under normal use on a proper base, seam or stitching failure, cover defects. It does not mean a change of mind or a change of comfort preference. If you choose a refund, we may deduct a fair amount for the time you used the bed, as the Act allows.

3. Changed your mind?

We do not trap anyone. But a mattress is a hygiene product. Once it has been slept on we cannot resell it.

• Online orders: under the Electronic Communications and Transactions Act you have a 7-day cooling-off right. If the mattress is still sealed and unused, you can cancel within 7 days of delivery for a refund. Delivery and collection costs are for your account. Once a mattress is unsealed and slept on, it cannot be returned for a change of mind. Your Comfort Guarantee in Section 1 is how we look after you from there.
• In-store purchases: a change of mind is handled under the Comfort Guarantee (exchange or credit), not a cash refund, unless the bed is faulty.

4. Delivery and collection costs

• Delivery and collection fees are for services we actually carry out, so they are non-refundable.
• On approved returns we collect free in Bloemfontein and Welkom. Elsewhere, collection is arranged at a fee of up to R850, or you can arrange your own return delivery.

5. The 10-Year Manufacturing Warranty

Every Mr Mattress carries a 10-year warranty against manufacturing defects from date of delivery.

• Covers: sagging or body impressions over 30mm on a proper base, seam, stitching or cover failures, foam core collapse under normal use.
• Does not cover: normal wear and softening over time, impressions under 30mm, comfort preference, damage from misuse, liquid, stains or an unsupported base, or commercial use unless agreed in writing.
• A mattress protector is required to keep stain-related cover valid. The warranty is for the original buyer and is not transferable.

6. What is needed to qualify

• Proof of purchase, your invoice or order number.
• The bed used on a proper solid base or slats no more than 70mm apart. A foam mattress on the floor or an unsupported base voids the comfort guarantee.
• Clean, hygienic condition, no stains, soiling, odours or damage.
• Original buyer only.

7. How to log a return or claim

Phone 087 087 1610 or email headoffice@mrmattress.co.za with your name, invoice or order number, what is wrong, and photos if it is a defect. We respond within 2 business days and assess within 5. We may inspect the bed at your home or ask for it back at our factory. Approved refunds go by EFT within 5 to 7 business days of the bed being received and checked.

8. Your rights under the law

This policy complies with the Consumer Protection Act 68 of 2008 (Sections 54, 55 and 56) and the Electronic Communications and Transactions Act 25 of 2002. Nothing here reduces your statutory rights. If we cannot sort a dispute out together, you can contact the Consumer Goods and Services Ombud (cgso.org.za, 0860 000 272) or the National Consumer Commission (thencc.org.za, 012 428 7000).

9. Updates

We update this policy from time to time. The version in effect on the date you bought applies to your order. The latest version is always at mrmattress.co.za/policies/refund-policy.