Returns
At mercadodocolchao.pt, our goal is to take care of you and your rest, your total satisfaction is important.
The purchase process is easy and completely transparent. But if you are not satisfied, the deadline for exchanging or returning products is 14 days from the date of receipt of the order.
The cost of transporting returned products is borne by the customer.
Indicative transport values
- Open mattresses, sommiers, headboards and wooden kits - 50€
- Rolled mattresses, pillows and accessories - 10€
To make a return or exchange, simply
Fill in the form
Indicate the product(s) you wish to return and/or exchange and the reason.
As soon as you send in the exchange and/or return request, you will be contacted by our team within a maximum of 10 days to help resolve your return or exchange.
It is important that:
- Wait for us to contact you.
- For a return and/or exchange to be possible, the products must be preserved and in the same condition as when they were received.
Rules for Exchanges, Returns, and Warranty
The Compra e Dorme Lda. warranty applies exclusively to items that are in good condition and hygienic.
Situations covered by the warranty
Items must be well cared for, without stains, dirt, holes, or open seams.
The warranty covers:
- Variations in length, width, or height of up to 3 cm reported within 14 days of receiving the order;
- Depressions of up to 3 cm in mattresses up to 6 months old, provided they are in good visual condition ( A depression is considered to be when there is a difference greater than 3 cm from the height stated in the product's technical specifications. Less than 3 cm is a natural difference due to use);
- Exchanges;
- Manufacturing, material, or assembly defects;
- Stains or dirt on mattresses that are still properly packaged.
Cases subject to technical analysis
Some situations will be evaluated on a case-by-case basis:
- Depressions greater than 3 cm in mattresses between 6 months and 3 years old (the mattress must be clean, in good condition, and free of defects) (A depression is considered to be a difference greater than 3 cm from the height stated in the product's technical specifications. Less than 3 cm is a natural difference due to use);
- Unnatural noises in the product.
Situations not covered by the warranty
Complaints will not be accepted in the following cases:
- Deductions and variations in length, width, and height of less than 3 cm;
- General discounts on mattresses over 3 years old, even when using a bed of the same brand;
- Manufacturing, material, or assembly defects (seams, holes, broken or cracked parts, assembly problems) reported more than 14 days after receipt of the item;
- Missing parts in complaints made after 14 days of receipt (each package must be checked upon delivery);
- Repetition of rebates already claimed previously.
- Creases and malformation of the mattress within the first 5 days after receiving the mattress (due to compression during packaging);
- Creases and malformation of the mattress if the item has not been opened within 15 days of receipt.
Important information
All complaints must be accompanied by clear photographs of the item, taken from various angles (front, top, and sides), and the respective invoice or order reference.
In the case of mattresses, it is also mandatory to send photographs of the bed frame and bed on which the mattress is placed.
If there is a request for an exchange for sizes other than those ordered, for which the company is responsible, the following must be sent:
- Photographs of the external labels on the packaging;
- If the mattress is already open, take a photo of the label sewn onto the side of the mattress.
In the case of product exchanges, the cost of sending the replacement product(s) is the responsibility of the customer.
