Refund Policy
30 Day Returns for Bedding Accessories
Pillows, pillow protectors, mattress protectors, duvets and sheet sets are returnable within 30 days of delivery, if they are unused and can be sold as new. If you decide that any of these bedding items isn't for you, you may return them to us. You, the purchaser, are responsible for any return shipping fees.
Used bedding is not returnable unless there is a clear manufacturer's defect. Once you've used a pillow, mattress protector, pillow protector or sheet set, it's a personal item and can't be resold for health reasons. We believe it's important to be thoughtful with our purchases so that returns don't end up in the landfill.
If you have purchased a 2", 3" or 4" Fawcett mattress topper and are not 100% satisfied, you may return it for a full refund within the first 30 days of receiving the topper. You, the purchaser, are responsible for any shipping fees to return the topper to a Fawcett Mattress location.
100 Night Mattress Comfort Exchange
We want you to be thrilled with your new mattress and have a wonderful restful sleep. However, if you find that your mattress is not meeting your expectations regarding comfort or firmness level we have a few solutions for you.
Note, it may take your body 2 to 4 weeks to adjust to your new bed. What you experience in the first few days could be very different from what you will experience after giving yourself some time to acclimate.
Mattress Too Firm?
In the case where you find your mattress too firm, one of the best ways to improve upon your comfort level is an addition of a mattress topper. We can provide a significant discount to help get you comfortable.
If an additional mattress topper is not a suitable solution you are able to exchange your mattress for the same model of a different firmness or configuration. If you are able to return your existing Fawcett Mattress to a Fawcett retail location, then we will waive the fee and the comfort exchange will have no cost to you.
For areas within 30km of a Fawcett retail location, we can arrange delivery of the comfort exchange mattress, along with the pickup of the original mattress for $99.
If you live more than 30km of a Fawcett retail store, and you are not able to return the original mattress to us, then we coordinate pickup of the first mattress, and will provide a new mattress in a different firmness for a fee of $499 including shipping.
For situations where you may have purchased a mattress and a topper, and need a change in firmness to the topper only, then this scenario will apply: If you are able to return the topper to a Fawcett retail location, and pickup the replacement, we will waive the $99 fee. However, included in the $99 comfort exchange fee for topper exchanges in remote destinations, we will send a return shipping label for the topper, and we will ship the new topper to you, at our expense.
These options are available to you for a period of up to 100 days from the date of original delivery and are contingent on the use of a high quality Fawcett or similar new mattress protector. One comfort exchange is permitted. There are no refunds on mattress sales. If you would like more information simply reach out and we will do our best to clarify.
Please speak with any of our team if you would like to know what options are available within your first 100 nights of sleeping.
We are committed to making you comfortable!
Note. Any mattresses listed on our Garage Sale product page are not eligible for a comfort exchange. All sales are final for Garage sale items.
Manufacturer's Defects
Occasionally clients will receive a product that is defective. We stand behind our products and will issue you a replacement item or store credit upon receiving and inspecting the product.
Fawcett mattresses are covered by a simple 10 Year Warranty. The invoice received at the time of purchase will act as your proof of warranty. This warranty is non-transferable. If your Fawcett mattress fails within 10 years of the original invoice date, we will repair or replace it at no cost to the original purchaser. Mattress failures include but are not limited to: measurable impressions of 3 cm or more in the sleep surface area, poor craftsmanship or material failure. In some cases video or images may be utilized in conjunction with our team to determine if a mattress is eligible for a warranty claim. However, in the event we are not able to verify a warrantable defect remotely, the customer is then obligated to return the mattress to Fawcett Mattress at their expense for our personnel to inspect and verify any manufacturer’s defects.
There are no returns or refunds on mattress sales. We usually custom build our mattresses for each client, and don't believe in sending a mattress to the landfill, or at best, recycling them, as some of our competitors do.
Must be in "As New" Condition
Ultimately anything that we are unable to sell “as new” is not able to be exchanged. So stains, rips, tears or damaged mattresses are unable exchanged.
Fawcett Mattress Co
3172 Douglas Street
Victoria BC Canada
V8Z 3K5
250.384.2558
We never like it to happen, but occasionally you may receive a product that has been damaged during shipping. We’ll work as quickly as possible to replace the item, at no cost to you. Just make sure you let us know within 24 hours of delivery that your product is damaged. Here are some guidelines to help you report the issue:
If you receive a package with obvious damage to the outside of the packaging, but believe the item inside is intact, please advise the courier to record this fact when signing for your package.
If a package appears significantly damaged, you can refuse delivery. It will then be returned to the place of origin. Please notify us immediately if this occurs. We’ll make arrangements for a replacement to be sent to you as soon as possible.
If the packaging is intact, but the contents are damaged, please keep the original packaging. Take photos of damages to items and then contact us at info@fawcettmattress.com or 1.250.384.2558. You will then follow the return steps you read above. Arrangements will be made for replacement of your damaged item at no cost to you.
