Returns & Refunds
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.
What can’t I return?
We are unable to accept returns on some items due to health concerns.
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. We do have a process set up to ‘edit’ some styles of mattresses if a tweak is necessary. If you live near Fawcett Mattress, reach out. There is an associated fee, to cover the costs of pick-up-drop-off for the mattress, and editing it. Check with us, and we can help.
Ultimately anything that we are unable to sell “as new” is not able to be returned.
- Email us at email@example.com with the order number, the name the item was shipped to, and the product you’re returning
- We’ll send you a return authorization number, which you’ll need to submit with your item
- Send the product back to our address in the original condition with all the original packaging
- We 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
Is there a cost for me to return the item?
We’re proud to offer free shipping on most orders. 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.
How do I return a damaged product?
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:
Outside Damage to the Package
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.
Damage to Package and Contents
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.
Damage to Contents
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 firstname.lastname@example.org 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.
Designed and created for Canadians.
Made in Beautiful Victoria, BC
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