Returns & Refunds

The Details

Most of our clients love the products they’ve purchased. But sometimes there are issues and items may need to be returned. Our goal is to make the return or refund process as easy as possible.

First, some products are “return-able”, and others aren’t. Let’s start with what is not returnable.

We are unable to accept returns on some items due to health concerns.

Pillows, pillow protectors, mattress protectors, sheets, duvets and are only returnable if there is a clear manufacturer’s defect. Generally, all bedding is non-returnable unless defective.

Every mattress we create is custom made for the individual. So unless there is a manufacturer’s defect, as outlined in our warranty policy, mattresses are non-returnable. Generally our mattresses are custom made for the individual. So unless there is a manufacturer’s defect, as outlined in our warranty policy mattresses are non-returnable. We do have a process set up for a 'comfort guarantee' in which you may qualify to receive a new mattress in exchange for your 'lightly used' mattress during the first 100 days of use.

If you live within 35km of Fawcett Mattress in Victoria or Nanaimo BC reach out. There is an associated fee of $299 to cover the costs of pick-up-drop-off for the mattress, and replacing the mattress under our comfort warranty. Check with us, and we can help. The goal here is to make sure you're satisfied and comfortable.

The Process

Email us at with the order number, the name the item was shipped to, and the product you’re returningWe’ll send you a return authorization number, which you’ll need to submit with your itemSend the product back to our address in the original condition with all the original packagingWe suggest you arrange a shipping method that includes tracking to protect your return. You are responsible to pay the initial return shipping cost. However, once we receive your item, we’ll look it over and if everything is good, we’ll refund you within five business days.

Fawcett Mattress Co
408 John Street
Victoria BC Canada
V8T 1T5


We’re proud to offer free shipping for accessories orders over $100. But we do pay a shipping cost on your behalf. When you return something, we charge you 15% of the purchase price as a restocking fee. Sorry to say that we can’t accept returns that are shipped C.O.D. or on our account.

We deliver mattresses locally in VIctoria BC and the area surrounding a 35km radius of Victoria for no fee. However, if you purchased a mattress from an area beyond 35km radius of Victoria, then the purchaser is responsible for getting the mattress back to our facility in Victoria in the event of any warrantble claims or comfort exchange.

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 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.


We are committed to producing work of an exceptional quality with the finest natural, sustainable and Earth friendly products available.
Mattresses Made in Canada - Vancouver Island Ocean SceneMattresses Made in Canada - Vancouver Island Ocean Scene
Designed and created for Canadians.

Made in Beautiful Victoria, BC

Made in Beautiful Victoria, BC