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Refund policy

At Ellomatt, we want you to feel confident about your purchase. As an EU consumer, you have a statutory right to change your mind within 14 days of receiving your order. This page explains how that right works in practice, and what to do if you'd like to return your mattress or any other product you've bought from us.

Your 14-day right of withdrawal

Under EU consumer law (Directive 2011/83/EU on consumer rights), you have the right to cancel your order and return your purchase within 14 calendar days of the day you, or someone you nominated, took physical possession of the goods. You don't need to give a reason.

Where you've ordered multiple items in a single order that are delivered separately, the 14-day period starts from the day the last item arrives. For ongoing or partial deliveries, the relevant date is the day the final delivery is received.

How to start a return

To exercise your right of withdrawal, simply notify us within the 14-day window. You can do this by:

  • Email: Write to us at info@ellomatt.com with your order number and a brief note that you'd like to return your purchase.
  • WhatsApp or Live Chat: Direct support during business hours.

You don't need to use a specific form, but if you'd prefer one, we'll send you the EU model withdrawal form on request.

Returning the goods

Once you've notified us, you have 14 days from that notification to send the goods back. We'll confirm the return address and any practical instructions when you contact us.

Return shipping is paid by you. We do not arrange or pay for return shipping under the 14-day right of withdrawal. For mattresses in particular, return shipping can be significant (typically €40–80 within the EU, more for distant destinations) — we recommend getting a quote before posting.

Goods must be returned in a condition that allows resale: clean, undamaged, and free from stains, odours, or significant wear. We accept that you've handled the goods to inspect them — that's expected. But we may reduce your refund to reflect any diminished value caused by handling beyond what's necessary to establish the nature, characteristics, and functioning of the goods. In plain terms: try the mattress, but don't damage it.

Refunds

Once we receive the returned goods (or proof that you've sent them), we will issue a refund within 14 days. The refund includes:

  • The full purchase price of the returned goods
  • The original standard shipping cost you paid at checkout

If you chose a more expensive shipping option than our standard offering at checkout (for example, express delivery), we'll refund the cost of the standard option only — we don't refund the supplementary cost of premium shipping.

Refunds are issued to the original payment method, unless you've expressly agreed to a different arrangement. There is no restocking fee.

Items that can't be returned under the 14-day right

Some items are excluded from the right of withdrawal under EU law, specifically:

  • Custom-made or personalised goods — bespoke configurations made specifically to your specification
  • Sealed goods unsuitable for return for hygiene reasons that have been unsealed after delivery — for example, opened pillows or unsealed mattress protectors that have been used
  • Gift cards once delivered

If any of these apply to your order, we'll let you know clearly at checkout. The right of withdrawal still applies to the rest of your order.

If something is wrong with your order

The 14-day right of withdrawal is separate from your right to a remedy if the goods are faulty, damaged in transit, or not as described. In those cases, you have additional statutory rights under EU and Portuguese consumer law that go well beyond 14 days.

If your order arrives damaged or has a manufacturing defect, contact us at info@ellomatt.com with photos and your order number. We will arrange a replacement, repair, or refund at no cost to you.

Warranty

All Ellomatt mattresses come with a 10-year warranty against manufacturing defects, structural failure, and premature sagging. The warranty is in addition to your statutory rights and does not limit them. Full warranty details are available on our Warranty page.

Online dispute resolution

If you're a consumer in the EU and we haven't been able to resolve a dispute directly, you can use the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

Contact us

Questions about returns, refunds, or anything else — write to info@ellomatt.com. We aim to reply within one business day, Monday to Friday.