Returns & Exchange Policy
At Vitafoam, we are dedicated to providing you with the best experience possible. Our commitment to quality shines through premium materials, meticulous attention to detail, and exceptional craftsmanship. We stand by the excellence of our products, allowing you to shop directly with us in full confidence. We’re confident you’ll fall in love with your mattress, pillows, bedding, furniture and many more great quality products.
While we hope you love your products, we understand that issues can arise. In such cases, we’re here to facilitate exchanges.
Exchange a Different Product but in the Same Size:
We recognize that our bodies become accustomed to a specific mattress over time and adjusting to a new level of support can take up to a few days. We recommend spending some nights on the mattress before considering an exchange.
However, if you wish to exchange your newly delivered mattress, you have up to seven (7) days from the delivery date to do so. Please note that this exchange option is available only once per mattress order.
For eligibility, the mattress must be clean, undamaged, still within the protective diothene bag, and have the original tag attached. We will require photos of the mattress and the tag.
To initiate the mattress exchange process, please use the following link: [Link to Exchange Form]. Our customer service team will validate your exchange request and reach out to you.
Please be aware that if the new product cost less than the initial product, the customer will have the balance with us as store credit to buy other items. However, if the cost of the new product is more than the initial product, the customer will be expected to pay the difference.
Free delivery does not apply.
Exchange for a Different Size of the Same Product (Resizing):
We understand that errors in choosing mattress sizes can happen. If you need a resizing service (for instances where the mattress is larger than your bed), you can request this within three (3) days of the delivery.
Please be aware that there are costs associated with resizing to a smaller size, and the customer is responsible for ALL expenses, including pickup and return of the mattress. Vitafoam will schedule a convenient time for the mattress to be collected.
So, that we do not have a repeat of the issue, please watch how to correctly measure your bed: [Link to Measuring Correctly].
To initiate the mattress resizing process, please use the following link: [Link to Resizing Form]. Our customer service team will reach out to you to schedule the pick-up.
Exchange for a Different Size of the Same Product:
We highly discourage increasing the size of an undersized mattress. However, if you insist on doing so you can request this within three (3) days of the delivery. Vitafoam will not be held liable and is absorbed of all wrongs IF the mattress fails in the laminated area.
Please be aware that there are costs associated with laminating to a larger size, and the customer is responsible for ALL expenses, including pickup and return of the mattress. Vitafoam will schedule a convenient time for the mattress to be collected.
To initiate the mattress lamination process, please use the following link: [Link to Lamination Form]. Our customer service team will reach out to you to schedule the pick-up.
When it comes to returns, it’s important to note that the customer is expected to pay an entirely different fee for obtaining a new product. Regarding the returned product, the customer is responsible for covering ALL associated logistics expenses. These costs will be deducted from the value of the returned item. The remaining cost of the returned product is then calculated and provided to the customer as store credit for future use.
Custom-sized mattresses are NOT eligible for exchange or returns due to potential manufacturing variations in sizes.
Retail Store Purchases
If you have any questions about products bought from a Vitafoam Comfort Centre or authorized distributor, kindly contact the respective store directly as your transaction is subject to that retailer’s return and exchange policies.
Manufacturing Defects and Exchanges
Vitafoam takes pride in producing exceptional products. In cases where a product exchange is necessitated by a manufacturing defect, the exchange process incurs no cost for the customer. However, the final decision rests with our quality assurance team.
The following issues are considered manufacturing defects:
- Visible deterioration larger than 1 inch not due to indentation or sagging, or caused by an unsupportive bed frame or foundation.
- Physical flaws causing the foam to split or break.
The following scenarios are NOT considered manufacturing defects:
- Softening of the mattress due to repeated use, as this doesn’t affect support.
- Damage caused by the customer.
- Purchase from an unauthorized retailer.
- Mattresses sold “as is” or on clearance.
- Used mattresses.
Pillows, Bedding, Bed Frames, Mattress Toppers, Travel, Lifestyle, and Other Accessories
Due to the personal nature of these products, we accept returns only if the item is damaged upon delivery.
Thank you for choosing Vitafoam for your sleep and home needs.