Can a mattress of good quality be returned or exchanged?

When selecting sleep accessories, you need to focus on many criteria. Such products must meet a number of requirements to ensure comfortable rest throughout the entire period of use. For this reason, such acquisitions are planned in advance, which helps reduce the risk of making a bad purchase.

Attention

It often happens that there is a need to return goods to the store. This can happen for various reasons, for example, the buyer is no longer satisfied with the color of the mattress, its size or the structure of the filling. In addition, we cannot exclude the risk of purchasing low-quality products that have various defects that cannot always be noticed before making a purchase.

This article will help you find the answer to the question of how and in what situations you can return mattresses to the store.

Attention! If you have any questions, you can chat for free with a lawyer at the bottom of the screen or call Moscow; Saint Petersburg; Free call for all of Russia.

Normative base

The time and conditions for returning goods are specified in the articles of Chapter II of the Federal Law “On the Protection of Consumer Rights”. The buyer has the right to claim a replacement of the mattress with a similar product or compensation for his costs in two cases:

• when the product does not meet the buyer’s requirements regarding shape, size, color or configuration;
• if a manufacturing defect or defect has been identified.

Please note:
In the first case, the application is made no later than 14 days after purchase in accordance with Art. 25 ZPPP. In the second, the purchaser can contact the retail outlet with demands for a refund or replacement of the product both before the expiration of the warranty period and subsequently.

The importance of using a mattress pad

Many people do not understand the benefits of using a mattress topper. To save money, people often do not buy a high-quality mattress cover and lay bed linen on top of the mattress. If a situation arises with warranty service or a defective product is discovered, but there are stains, smudges, or cuts in the fabric on the mattress, then in this case, the manufacturer has the right to write off the discovered defects as careless use by the buyer. Therefore, as soon as the product is delivered, you should immediately unpack it, examine it for defects and manufacturing defects, and put on the mattress cover.

Don't be afraid to change or return large items. Despite the size and troublesome delivery, the mattress, if it is not made well or is found to be defective, can be returned to the manufacturer. In turn, the company is obliged to consider the quality complaint, conduct an examination and make a refund.

It is important for the consumer to save all documents after purchase and the presence of branded labels on the product. If the product was started to be used, and a defect was discovered later, it is important that the other external characteristics of the product are not damaged. Therefore, it is necessary to use protective agents for the surface of the mattress. These can be mattress covers and protective covers.

Can a mattress of good quality be returned?

When there are no complaints about the quality of the mattress, and the buyer is not satisfied with it due to some other parameters, one can only claim to replace it with a unit with similar characteristics. In accordance with paragraph 2 of Art. 25 of this law, the seller is obliged to return the money for the purchase within 3 days only if the required product is not available at the time of circulation.

The conditions for returning or replacing goods are as follows:

• the product has not been used and its original appearance, factory label and seals have been preserved;
• the item is not included in the category of goods that cannot be returned or replaced, the list of which is established by Decree of the Government of the Russian Federation of January 19, 1998 N 55.

IMPORTANT
It is possible to return or replace a mattress of proper quality only within 2 weeks after its purchase, which is prescribed in clause 1 of Art. 25 Federal Law “On Protection of Consumer Rights”.

Is it possible to return an item?

According to the regulations of the Law “On the Protection of Consumer Rights”, the mattress is included in the list of products subject to exchange. But the situation with this type of product is more complicated than it seems at first glance.

Without a defect or defect, you will not be able to return the product back to the store. Most stores initially present the buyer with the fact that “the product is non-returnable.” The exception is large ones due to an isolated case. They may agree to return products if they do not suit the person.

Often in a store you can come across a sign that says “inflatable products cannot be exchanged or returned.” The exception is cases when there is a manufacturing defect.

Returning a mattress of inadequate quality

You are allowed to return a low-quality mattress to the store throughout the entire warranty period indicated in the coupon. It is important to ensure that the cashier writes down in this document all the necessary data established by Art. 10 of the Law “On Protection of Consumer Rights”: date and time of transaction, cost and main characteristics of the product. If the exact warranty period was not specified, it is permissible to do this within 24 months from the date of purchase, as stated in paragraph 1 of Article 19 of this law.

It is possible to recognize the quality of a mattress as unsatisfactory if it does not meet the requirements specified in GOST 19917-93, for example, in the following cases:

• there are dents and depressions on the surface that do not coincide with the shape of the body;
• broken springs were detected;
• there is damage to the coating.

It is impossible to replace the product or demand a refund if the mattress contains defects resulting from the actions of the purchaser, namely:

• the integrity of the coating is damaged or there is contamination on it;
• the mattress has lost its original shape as a result of incorrect transportation;
• the product is in an unsanitary condition, which resulted from its use for other purposes;
• decorative elements are torn off;
• there are depressions and dents less than 40 mm deep that appeared after use;
• the accessory has lost its normal shape because it was placed on an inappropriate base, for example, a sofa or armored mesh.

Please note:
An unpleasant odor emanating from the filling or cover cannot be called a manufacturing defect of the mattress, since after a few weeks it will disappear on its own.

Return the mattress within 14 days

In accordance with paragraph 1 of Article 25 of this law, you can return or replace a mattress that has no signs of defect within 14 days after its purchase. For this you need the following documents:

• passport;
• sales or cash receipt.

Attention:
If a receipt for a mattress is not available, witness testimony will be required to confirm that the purchase was made. The absence of a cash receipt is not a basis for refusal to satisfy the buyer’s requirements, as indicated by clause 5 of Art. 18.

An important condition for returning the mattress is the preservation of its original appearance, operational properties and the presence of tags, if any.

For your information

The Law “On the Protection of Consumer Rights” does not mention that a passport is required to carry out this procedure. However, in accordance with paragraph 6.1 of Bank of Russia Directive No. 3210-U dated March 11, 2014 “On the procedure for conducting cash transactions,” the cashier has the right to issue funds only after presenting an identity card (when it comes to returning goods and compensating costs to the purchaser).

How to return an item

First of all, you need to make sure that the condition of the mattress at the time of return is identical to what it was when purchased. If there are stains, stains or damage on it that were not previously present on the product, the return will be refused and the seller will do so legally.

To return, you must meet a number of conditions:

• keep the packaging, pump and other items included in the kit;
• mandatory presence of a receipt, receipt or other document confirming the fact of purchase;
• within 14 days from the date of purchase of the product.

Without packaging, the seller will not even consider the buyer’s request for a return or exchange, since the sale of inflatable products without a box is prohibited.

Good quality

It is very difficult to return a mattress that is of good quality. Most stores refuse to accept inflatable products back, arguing that they are included in the list of non-returnable products. This is partly true, but to a greater extent the situation will depend on the store’s policy.

The only way to return products of proper quality is their original purchase via the Internet. The buyer can refer to the fact that he has not seen the inflatable product, it has not been practically tested. The exception is made-to-order models.

In order for a quality product to be returned to the store, you need to make sure that the product meets the criteria below:

• the presentation has not been lost;
• all seals and labels are in place;
• the factory packaging was not deformed, lost, or thrown away;
• mandatory presence of a check or receipt of payment.

To return quality products, you can try to write a statement or complaint, but you cannot count 100% on the support of Rospotrebnadzor. If a person was notified in advance that the return of rubber products is impossible, the store itself will win the dispute.

Poor quality

With products of inadequate quality, the chance to return or exchange the product is significantly higher, since the situation falls under the regulations of the Law “On the Protection of Consumer Rights”.

It is worth clarifying the situation with orthopedic mattresses in advance. They can be returned to the store if there is a manufacturing defect, but if it is missing or made to order, then its return is possible if the product does not suit the person. For example, when a buyer is placed on a mattress, his back or other parts of the body begin to hurt greatly, which should be excluded. The admission of such an error during individual manufacturing is a significant reason for a return.

Under warranty

When a mattress is returned to the store under warranty, in addition to identification and a receipt, a corresponding coupon will be required. In these situations, in accordance with clauses 2,4,5 and 6 of Article 24 of this law, in addition to the amount spent on the goods, the purchaser has the right to demand:

• compensation for losses incurred due to the purchase of products that do not meet quality standards;
• compensation for the difference in cost if, at the time of the announcement of the requirements, such mattresses are valued at a higher price;
• if the goods were purchased under a loan agreement, the applicant is returned not only the principal amount, but also the interest paid.

Additional information
In controversial cases, sellers or consumers have the right to insist on conducting an expert study in accordance with clause 5 of Art. 18 Federal Law “On the Protection of Consumer Rights”, which is paid by the retail outlet. The exception is situations where the goods were damaged due to the fault of the purchaser, in which case the financial costs are borne by them.

Step-by-step instructions for returning a mattress

To return an unsuitable mattress to a store for one reason or another, you will need to visit the retail outlet with your identification card, sales receipt and other documents included with the purchase, namely a warranty card and a receipt. In addition, you need to present the products purchased from him to the seller and draw up a written application addressed to the head of the outlet, which should contain the following data:

1. Full name of the organization where the purchase was made.
2. Applicant's passport details.
3. Characteristics of the disputed product (brand, serial number, etc.).
4. Transaction date and product price.
5. Details of the document confirming the fact of purchase of the goods (receipt or contract).
6. Reasons for return.
7. Required amount of money.
8. Date of application and signature.

Copies of the passport, check or contract are attached to the document. Review of the application takes from 3 to 10 days. If there is a need to send the goods for expert examination, the period is extended to 1 month.

Mattress return request

If the applicant is denied satisfaction of his demands, he must send a claim to the head of the organization. There is no set form to follow when filling out this document, but it must contain:

• information about the organization where the mattress was purchased (name and legal address);
• circumstances of purchase (date and time);
• cost of the mattress;
• information about the presence or absence of a warranty card and receipt;
• the essence of the problem and the date of its discovery;
• the applicant’s demands (replacement of goods or return of money);
• list of attached documentation.

Additional information
There are often cases when unscrupulous sellers deny that they have received a claim, so it is better to send the document by registered mail with acknowledgment of receipt.

If the organization does not respond to the applicant’s claim, he has the right to file a complaint with Rospotrebnadzor or the consumer rights protection service, as well as file a lawsuit.

You can request a mattress return here.

We are preparing a package of documents

In addition to the claim, prepare copies of the following documents:

• Sales receipt, cash receipt. If the documents were lost, but you paid for the purchase with a bank card, a statement indicating that the money was debited from the account.
• Sales and purchase agreements, order forms in the online store.
• Two pages of passport (with photo and last registration address).

Never hand over original documents until the issue is resolved - they will be useful for going to court or Rospotrebnadzor.

If the package is opened

If there are no complaints about the quality of the mattress, and the buyer wishes to return it for any other reasons, this can be done provided that the product has not been used, which is stated in paragraph 1 of Article 25 of this law.

IMPORTANT

For this reason, you must not open the packaging or remove stickers and tags. Otherwise, it will be considered that the mattress was used for its intended purpose, and it will not be possible to demand a refund or exchange for a similar one, even if you have a receipt.

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You need to know this - how to return goods without giving reasons according to the law within 14 days.

Instructions for writing an application for the return of state duty to the tax office. Here you can read about how to return goods to Castorama. Grounds for returning a mattress You can exchange a mattress for a similar product on the basis that:

• The product does not meet consumer expectations in any respect: size, size, color, etc.
• During operation, the characteristics of the product were identified that did not correspond to the declared ones - rigidity, low-quality filler.
• The purchased mattress turned out to be defective, which is the fault of the manufacturers or sellers.

A mattress cannot be exchanged if the buyer was told that exchange was not possible prior to purchase.

Factory warranty The manufacturer is responsible only for manufacturing defects in the form of defects in fabric coverings, springs and hollows that appear that do not correspond to the shape of the body.

Returning a self-inflating mattress

A self-inflating mattress can be returned or exchanged only if its quality is found to be unsatisfactory, or if there are defects or damage, such as punctures or holes. In this case, the applicant will need to prove that the goods were damaged through no fault of his own.

Often, sellers of such products refuse to acknowledge claims, and in this case it is permissible to insist on an examination in accordance with clause 5 of Art. 18 of this law. However, if it is established that the damage to the goods is not the fault of the sellers, the costs will be borne by the applicant.