Refund policy

REFUND POLICY

ALL SALES ARE FINAL. THERE IS NO REFUND OR EXCHANGE.

  • Refund or exchange with terms and conditions is possible only if agreed with us prior to paying in writing by email or text message or WhatsApp. The email or phone number should be ours only which are mysleep@outlook.com and 416 319 8851.
  • Communication with any other email or phone number is not acceptable as there are many frauds happening online (especially on facebook marketplace, facebook messenger and whatsapp) in furniture industry by people working from home who use fake names, fake profile pictures, fake email addresses, fake voip phone numbers and majority of these people are not even living in Canada. 
  •  If any item is to be returned for any reason- warranty issues or refunds or exchange, the item must be in original boxes in a saleable condition. Any item which is not in the original packaging will be refused. To avoid this problem, customer must keep the original boxes until the item is assembled fully and customer is satisfied with the product. Once the customer starts using the product, customer can discard the box/ boxes. 
  • For all warranty issues or disputes, the communication will be in writing only by text message or email or whatsapp. We need all communication in writing to avoid misunderstanding, to avoid blame game and to keep the records so that if we have to refer back to the conversation, we are able to go back for proof. There will be no walk ins or store visits for any warranty/ return/ refund/ repair/ dispute issue without our prior appointment. If customer walks in without appointment, we reserve the right to refuse the meeting with customer.

Option 1: (If paid by cash, debit card inside store or Interac e transfer and item is out of stock): Full 100% Refund

If customer paid by cash, debit card inside store or Interac e transfer and the item ordered is not available, discontinued or out of stock, customer will be provided similar options for that item and customer can change their order. If customer do not want to change their order to similar item, a full 100% refund will be issued. 

If customer placed the order and item is in stock or can be made available around the promised date, option 4 will apply.

Option 2: (If paid by debit card on website, credit card, PayPal and item is out of stock): Partial Refund with 3.5% Cancellation fee

If customer paid by debit card on website, credit card, PayPal and the item ordered is not available, discontinued or out of stock, customer will be provided similar options for that item and customer can change their order. If customer do not want to change their order to similar item, a partial refund will be credited to the bank card used for the order after deducting 3.5% card processing charges charged by the bank. To avoid this fee, it is better to check the stock by sending email to us and then order after getting the confirmation of the stock.

If customer placed the order and item is in stock or can be made available around the promised date, option 4 will apply.

Option 3: (If paid by financing by Affirm and item is out of stock): Partial Refund with 15% Cancellation fee 

If customer paid by financing (PayBright payment plan), and the item ordered is not available, discontinued or out of stock, customer will be provided similar options for that item and customer can change their order. If customer do not want to change their order to similar item, a partial refund will be credited after deducting 15% processing charges charged by the financing company. To avoid this fee, it is better to check the stock by sending email to us and then order after getting the confirmation of the stock.

If customer placed the order and item is in stock or can be made available around the promised date, option 4 will apply.

Option 4: Partial refund with 20% cancellation fee (If order is more than $100)

1) If the order is cancelled by customer before the items are shipped

or

2) If the customer refuses to accept the delivery for any reason

or

3) If the customer do not pick up the order and item is lying with us for 1 year after the order was placed

or

4) If the customer refuses to provide photo id copy or credit card copy or both on request for some orders where we believe that the transaction can be fradulent or customer may be using a stolen card

or

5) If the item is returned unopened in the original packaging.

Option 5: Partial refund with $10 cancellation fee (If order is less than $50)

If the total order amount is less than $50 or the partial deposit amount is less than $50, then minimum $10 cancellation fee will be deducted from the refund. If the deposit amount or order amount is less than $10, then no refund will be issued.

Refund of Delivery charges:

Delivery charges are non refundable once the delivery is attempted or completed.

Refund of Assembly charges: 

Assembly and set up charges are non refundable once the assembly or the set up of the furniture is completed.

Refund Method: 

In case of a refund, the bank card used for the order will be credited online.

There are no cash refunds. If customer paid by cash in store, refund will be by Cheque or by Interac e transfer.

Refund Processing time: 

The refund will be processed by us within 24 to 48 business hours after we receive the request for the refund from customer in writing and once we process the refund, after that the bank will take refund processing time of 24- 72 business hours.

EXCHANGES:
There are no exchanges after the order is picked up or delivered.

In case of a warranty issue, the affected part or item will be exchanged only. Exchange with another item is not permitted.

MATTRESS WARRANTY:
Mattresses priced below $100 and all low-density foam mattresses do not have a warranty.

All other mattresses have a 1-2 years warranty depending on the model. The warranty is only for the sagging. Sagging means a visible dent in the middle of the mattress which is 2" or greater in-depth. If the sagging is less than 2", the warranty cannot be claimed as that is considered body impressions. Warranty is on a PRO-RATED basis. Pro-Rated warranty means that you will have to pay a proportionate cost of the mattress at the time of warranty claim depending on the mattress price at that time and depending on the year or month purchased. The warranty is by the manufacturers through us.

In the case of a warranty claim, the mattress will be repaired, replaced, or exchanged with the same model of the mattress depending on the nature of the defect. The mattress model will not be exchanged by a different model. If customer do not like the mattress or the mattress has become slightly soft because of body impressions, that is not a warranty issue. 

To claim warranty, customer should report by email by sending copy of the receipt and by sending 2 pictures of mattresses, 1 close up of sagging and 2nd picture of full mattress showing the location of the sagging. The bed sheets or any bedding should be removed from the mattress before taking pictures.

The following items are not included in the warranty:

1) Threads coming out of the fabric.

2) Quilt pattern design not symmetrical.

3) Pick up charges.

4) Delivery charges.

5) Shifting of the quilted fabric from its original place.

6) Compression of the quilted fabric because of body impressions.

7) Compression of the springs on the edges of the mattress because of continual sitting on the edges.

8) Discoloration of the fabric, tears on fabric, burns on fabric, damage to the fabric because of normal wear.

9) Mattress becoming a little softer after a period of time.

10) Warranty cannot be claimed if the mattress is soiled (e.g. stains of urine, blood, juice etc.) as it is a public health issue, Use of a waterproof mattress protector is recommended to protect the mattress from stains.

11) The supporting box must be bought with the mattress, otherwise, the warranty will be void.

12) The bed frame for the queen and king size must have center support, otherwise, the warranty will be void.

13) Warranty is only for the mattress, not for the box.

14) Minor dirt stains on the mattress which is hardly visible to the naked eye from a distance.

15) If you feel the springs on the mattress.

16) If springs come out of the fabric.

17) If you feel any discomfort in the mattress or pain in your body part.

18) Damage occurred during delivery if the entry door is smaller than the item itself (e.g. bigger and wider mattresses of queen/ king sizes being forcibly pushed into smaller door widths to allow it to enter inside the room/ basements/ elevators/ upstairs). The customer has to make sure at the time of order that the ordered items will fit into their room.

19) Damage of the mattress due to misuse or abuse.

20) Bent perimeter border rods due to bending the mattress.

21) Mattress used for professional purposes such as hotels, motels, institutions, shelters, rooming houses, airbnb.

22) Mattress height, length or width is +/- 1" on any side than the required size.

23) Mattress sold as is or floor models.

24) No warranty claim if the mattress is infested with bed bugs. 

25) If there is a gap between the mattress and the bed frame.

26) If the mattress model is discontinued by Mysleep or by the factory.

FURNITURE WARRANTY:

  • All furniture has a warranty for major manufacturing defects only. The manufacturing defect is that defect which comes in the box from factory. If the damage happens after the assembly and after using, that is not a manufacturing defect, that is a wear and tear issue.
  • There is no warranty for wear and tear.
  • There is no warranty for improper assembly. 
  • Major manufacturing defects can be reported within 3 days of getting the delivery by taking pictures of the item and sending it by email.
  • For any defect, we need a close up of the defective part to know the exact problem and we need the picture of the full part also to see the location of the defect, We need the part name or no. from the assembly instructions also to make sure that the right part is exchanged.
  • We do not accept phone complaints as we need all conversation in writing for better service.
  • We do not accept walk-in complaints since we have to communicate with suppliers to solve the problem and it may take a few days to reorder the part, receive it and deliver it..
  • Only defective part(s) will be replaced if the item/ part is found to be defective after receiving or during assembly. Any good part of the item will not be exchanged.
  • In case of any defects, items will be exchanged with the same item, not with a different item.
  • If there is a warranty issue, the delivery is free for the delivered orders.
  • If the order was picked up by the customer, it is the customer's responsibility to bring the items for warranty exchange. If we have to perform an exchange for the item for a valid reason, there will be applicable pick-up charges and redelivery charges. 
  • If the order was shipped by Canada Post, customer must return the defective part by Canada Post to us. The customer will bear the cost of postage.
  • There is no warranty on floor models or on models that have been discontinued.
  •  If any item is to be returned for any reason- warranty issues or refunds or exchange, the item must be in original boxes in a saleable condition. Any item which is not in the original packaging will be refused. To avoid this problem, customer must keep the original boxes until the item is assembled fully and customer is satisfied with the product. Once the customer starts using the product, customer can discard the box/ boxes.