Retours
At Ellomatt, we are committed to providing a seamless and worry-free shopping experience. Choosing the right mattress is essential, and we want to ensure you have the time to make the best decision while also maintaining fair and transparent return conditions.
30-Night Sleep Trial
Finding the perfect mattress takes time. That’s why we offer a 30-night trial, allowing you to experience your Ellomatt mattress in the comfort of your home. If it’s not the right fit, you may request a return, subject to the conditions outlined below.
How It Works
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Adjustment Period – We require that you sleep on your new mattress for at least 15 nights to allow your body to adapt before initiating a return.
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Initiating a Return – If you decide the mattress isn’t suitable within 30 nights of delivery, contact our team to begin the return process.
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Collection & Inspection – We will arrange pickup at no extra cost, provided the mattress meets the return conditions outlined below.
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Refund Processing – Once the mattress is inspected and approved, we will issue a refund minus any applicable fees to your original payment method.
Return Conditions
To ensure the highest hygiene and product quality standards, all returns must comply with the following conditions. Ellomatt reserves the right to refuse returns that do not meet these criteria.
Accepted Returns
✔ The mattress must be clean, undamaged, and free from stains, spills, or odors.
✔ The return request must be initiated within 30 nights of delivery.
✔ Only one trial return per household per product type is permitted.
✔ The mattress must be used on a suitable bed base that meets our recommended support guidelines.
✔ If applicable, the ElloGuard protector must have been used; otherwise, the return request may be rejected.
Returns Will NOT Be Accepted If:
✘ The mattress has stains, liquid damage, mold, or strong odors (including smoke or perfume).
✘ The mattress shows signs of abuse, improper use, or modification.
✘ The mattress is damaged due to improper foundation support or excessive bending/folding.
✘ The return request is made after the 30-night trial period.
✘ The customer has already made a trial return for the same product type.
✘ The mattress is not in its original condition (e.g., missing labels or protective covers, if applicable).
✘ The customer does not comply with the return pickup requirements (i.e., being available for collection or failing to prepare the mattress properly).
Ellomatt reserves the right to refuse refunds in cases of suspected abuse, such as multiple trial returns from the same household or misuse of the product.
Refund Policy & Deductions
✔ If the return is accepted, a full refund will be processed within 14 business days after the mattress has been collected and inspected.
✔ If the mattress is returned in a condition that requires professional cleaning, a cleaning fee may be deducted from the refund.
✔ If the mattress is damaged beyond standard use, the return may be rejected, or a partial refund may be issued at our discretion.
✔ Original shipping fees (if applicable) are non-refundable.
✔ Refunds are only issued to the original payment method used for the purchase.
Warranty & Exchanges
All Ellomatt mattresses come with a 10-year limited warranty covering manufacturing defects. If you experience any issues beyond the trial period, our team is available to assist with warranty claims or product exchanges. Please refer to our Warranty Policy for full details.
Support & Assistance
For any questions or to initiate a return, our support team is available through:
✔ Live Chat – Available on our website for immediate assistance.
✔ Email: orders@ellomatt.com
✔ WhatsApp: Direct support for quick assistance.
We believe great sleep should be effortless, and so should your shopping experience. If your Ellomatt mattress isn’t the perfect fit, we’ll make the return process as smooth as possible while ensuring fair and responsible policies for all customers.