Refund Policy

30 Day Returns for Bedding Accessories & 2" & 3" Toppers

At Fawcett, every product is crafted with care to give you a great sleep and a better day. If something isn’t right, we’ll do our best to make it right.


30-Day Returns – Bedding Accessories 
Eligible items:
Pillows, pillow protectors, mattress protectors, duvets, sheet sets, and 2" or 3" toppers may be returned within 30 days of delivery if they are unused, unblemished, and in new condition. If you decide a bedding item isn’t right for you, simply return it to us — you’ll be responsible for return shipping of a maximum of $20.


Used bedding (including pillows, protectors, duvets, and sheets) is not returnable unless there’s a clear manufacturer’s defect. Once used, these items are personal products and can’t be resold for health Canada requirements. We encourage thoughtful purchasing to help reduce landfill waste. 

 

2" & 3" Mattress toppers
If your Fawcett 2" or 3" topper isn’t a perfect fit, you may return it for a full refund within 30 days of delivery, provided the topper is unblemished, and in like-new condition.. Please keep the original box, as you will need this to make any returns. Return shipping is a responsibility of the purchaser. We will provide a shipping label for the box we shipped it to you and you will only be responsible for $25 of the return shipping fee. Please see our 100 night comfort exchange for any 4" topper returns or exchanges. 

Manufacturer Defects

• The defect must be verifiable through images or inspection

• If the defect cannot be verified remotely, the customer must return the item to Fawcett for inspection.

• General wear and tear or misuse (e.g., drying under high heat) is not covered

• If the product can’t reasonably be repaired, replaced, or is no longer available, Fawcett may issue a store credit

 

Price Protection & Matching

Fawcett offers 30-day price protection on all products.

If a sale occurs within 30 days of your purchase, we’ll issue store credit for the difference.

 

We also price match identical in-stock items found at competitors, provided shipping and terms are equivalent. Store credits are issued to your Fawcett Rewards account.

 

 

100 Night Mattress Comfort Exchange

We want you to love your new mattress! If it’s not meeting your comfort expectations, we offer flexible options to help.  

Please note: it can take 2–4 weeks for your body to adjust to a new mattress AND for the mattress to actually have the top fabric loosen up providing a bit more suppleness. 

Give yourself time to acclimate before deciding.

If Your Mattress Feels Too Firm
A great first step is to add a mattress topper. The fact is, as we age, we get more sensitive to pressure points. However, we do not want to profit from your discomfort, so we offer special discounts to help you find the right comfort level.  

If a topper isn’t the right solution, you can exchange your mattress for the same model in a different firmness or configuration. Your mattress must be unblemished and in like new condition. You may also upgrade to a higher priced model by paying the difference, or move down to a lower priced model, and the difference will be processed as a store credit. Fees are as follows: 

• Free exchange if you return your mattress to a Fawcett retail location.
• $99 fee for delivery and pickup within 30 km of a Fawcett store.
• $499 fee for coordinated pickup and delivery beyond 30 km, including shipping.

If You’re Exchanging a 4" Topper 
For purchasers of our Galiano or Cumberland models with 4" premium toppers:
• Free exchange when you bring the topper to a Fawcett location for replacement.

• $99 fee for remote exchanges — includes a return shipping label and shipment of your replacement topper at our expense. 

Please keep the original box your mattress was sent to you, in the event you may need to exchange your 4" premium topper. 

These options are available for up to 100 days from the original delivery date. To qualify, your mattress must be protected with a high-quality Fawcett or similar mattress protector and be unblemished, and in like-new condition.

 

One comfort exchange is permitted per mattress purchase. There are no refunds on mattress sales.  For more information or assistance, reach out to our team — we’re always happy to help make you comfortable.

Exceptions
• Garage Sale items: All sales are final and not eligible for comfort exchanges.


• Customized Mattresses: All sales final. No returns once production has begun. This includes Marine, RV, Undersized, Oversized, or Uniquely shaped mattresses.
 

Furniture Returns, Mattress Warranty & Shipping Damage 

At Fawcett, we take pride in offering quality products and stand behind every product we offer. Occasionally, a product may arrive defective or damaged — when that happens, we’ll make it right.
 

Mattress Warranty

All Fawcett mattresses come with a simple 10-year warranty for the original purchaser.
Your invoice serves as proof of warranty and is non-transferable.

If your mattress fails within 10 years of purchase, we’ll repair or replace it at no cost to you.
A failure and subsequent warranty coverage includes:

 Measurable and visible body impressions of 3 cm (1.25”) or more in the sleep surface (measured using Fawcett’s method)

Material defects or craftsmanship issues that affect performance (not purely cosmetic)
In most cases, photos or video can be used to assess warranty claims remotely.


 

If a defect cannot be verified this way, you may be required to return the mattress to Fawcett Mattress (at your expense) for inspection and verification.


Mattress Sizing: 
All sizes are approximate. Measurements may vary by up to 1.5” in width or length and 1” in height. Such variation is normal throughout the industry and does not qualify as a warranty issue.

 

Mattress Care & Maintenance

Natural materials perform differently from synthetics. The organic cotton used in our sleep surfaces and Joma® wool may stretch or compress slightly over time — this is normal and does not affect comfort or durability.

 

To maintain optimal performance and extend the life of your mattress:
 

• Rotate or flip it two to four times per year

• In the first year, rotate or flip it monthly

• Ensure your mattress rests on a well-built, ventilated slatted frame or solid base

• Maintain room temperature above 20°C for at least 12 hours per day

• Keep humidity below 60% to allow proper moisture dissipation

• Failure to adhere to these guidelines may void your warranty.

 

No Returns or Refunds on Mattresses

Every Fawcett mattress is purposely-built for its owner. Because of this, we do accept returns or issue refunds once production has begun. 


We believe in reducing waste and never send returned mattresses to landfill — our focus is on comfort, longevity, and sustainability.

 

Furniture Returns

Furniture Fawcett regularly carries in our showrooms may be returned within 30 days of delivery if it’s in as-new condition and in the original packaging. All special order items are subject to a 20% restocking fee in the event of canceling the order once they have left the supplier warehouse. 


Return terms vary based on delivery method: 

Fawcett Mattress Local Delivery Team

• $99 Furniture pickup fee within 30km of Fawcett

• Item must be repacked in the original box
 

Courier Delivery across Canada (e.g., FedEx):

• 15% restocking fee

• Return shipping label provided

• Item must be repacked in the original box

 

Freight Truck Delivery across Canada:

• 20% restocking fee

• Item must be repacked in the original box

 

“As-New” Condition Requirement

Items showing stains, tears, rips, or damage cannot be exchanged or returned. We can only accept items that can be resold as new.

 

Damaged Shipments

While rare, shipping damage can occur. If your product arrives damaged, we’ll replace or repair it at no cost to you.

• Contact us within 24 hours of delivery

• Note the damage (in writing on the bill of lading) with the courier at the time of delivery.

 

If the damage is severe:

• You may refuse delivery, and the package will be returned to us. 

• Notify us immediately so we can begin the process for sending a replacement.

 

If packaging is intact but contents are damaged:

• Keep all original packaging.

• Take clear photos of the damage.

• We’ll arrange a replacement or repair.

• Contact us within 24 hours.

 

Contact Us

Fawcett Mattress Co.
Victoria, BC, Canada 
📞 250.384.2558
✉️ info@fawcettmattress.com

 

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