Returning a mattress

The legislative framework

The Law “On Protection of Consumer Rights” considers the provisions and disputes between the seller and the buyer.

Orthopedic mattresses cannot be returned and only the largest and most loyal companies meet the consumer halfway so that the person can make a return.

The current legislation of the Russian Federation has “List of non-food products of good quality that are not subject to return or exchange”. According to this list of furniture, which includes mattresses. This means that if the mattress fully meets the requirements and characteristics stated by the buyer, the seller has the right to refuse to replace or refund the consumer’s money for the product.

Returning a mattress of proper quality and presentation

There is still a chance to return the mattress. If within 2 weeks you have not opened the packaging of the mattress and have not slept on it, then it can be returned to the point of sale where you bought it.

There is a warranty period, then if the quality is proper (the mattress has not been opened from the packaging, has not been used), it can be returned until the warranty expires. Otherwise, the return of the goods is valid if the manufacturer has not established a warranty for the product or the warranty period has expired, for a period of up to 2 years.

Conditions for returning a mattress

The product must be sold at an official point of sale, and the buyer must keep a receipt confirming that they have paid the money.

• The seller is obliged to return the money paid and compensate for the damage caused from the sale of low-quality (defective) goods if the buyer requests it.
• When purchasing a product under a credit agreement, the money paid for the mattress is returned (the money that the person paid under the agreement) and the price of the mattress.
• If during this time the mattress has become more expensive, then the buyer has the right to demand that the seller return the amount for the product and the difference in its cost.

Documentation for exchanging/returning a mattress

What should you take with you? When making a return, the buyer must take with him: a passport (another identification document), a coupon with a guarantee and a receipt for payment.
If the receipt is lost, the buyer has the right to bring with him a witness who saw the fact of purchasing the goods.

Return or exchange of a mattress under warranty of inadequate quality (manufacturer's defect)

If the buyer identifies inadequate quality, and the seller disputes this fact, then an inspection must be carried out. The examination may be carried out by the seller. There you can understand whether the defect was present before the purchase or arose after the purchase and the damage was caused by the consumer himself. If the situation is not resolved voluntarily by either party, then the parties meet in court and there the judge decides on whose side the truth is.

If the product’s warranty period has expired or did not exist, and the seller refuses to return the money for the purchase of the product, then the examination is carried out at the expense of the consumer. If the Consumer is right and proves the fact of marriage, then the seller is obliged to do so.If this condition is not met, the parties meet in court for a verdict.

Important! If the buyer was warned about the impossibility of exchange and return or signed a corresponding agreement, then it cannot be returned.

Procedure (registration) for returns in a store, online store

We are writing a return request. If the seller does not seek a way out of the current situation within the 14 days allotted to him, then we file a claim for non-compliance with the buyer’s rights by law. If the store does not return the money and the product is of poor quality, then the seller carries out an examination of the mattress and sends it to the courts with the results.

The store itself can conduct an examination and prove either the fact of inadequate quality, or prove that it was damaged by the consumer. If the buyer’s guilt is not proven, then the company returns the money. If the company does not comply with the requirements and does not respond to the claim, then it should contact the courts.

In conclusion, I would like to recommend being very careful when choosing a mattress, carefully measuring the size and other characteristics in order to avoid lengthy disputes, which will save your nerves and money, and your sleep will be restful and comfortable on a properly selected mattress.