Return PolicyUpdated 5 months ago

Return, Refund and Exchange Policy

We have recently updated our Return Policy to remain true to our values due to changes in consumer behaviour over the last few years. 

There has been a huge increase in the number of returns for reasons that unnecessarily increase our environmental impact due to shipping back and forth. Resthouse aspires to be an alternative to throw-away culture. Everything we offer is carefully chosen for its quality and durability and we do our best to ensure you have all the information you need to make an informed purchase. If you have any questions regarding the product prior to purchase, our team is always happy to get on the phone - or a video call - to help you assess the items you are considering. In fact, for mattress purchases, we strongly recommend booking a consultation before making your selection if you are unable to shop in-store and wish to place your order online.  

Eligibility

We offer returns on all regular stock within 31 days of delivery, excluding furniture and mattresses. See below for information regarding our 180 Day Mattress Comfort Adjustment Guarantee.

To be eligible for return, the item must be unused, un-laundered and in the original packaging. 

Unfortunately, we cannot accept returns of custom and special order items, clearance sales, or Gift Cards.

Unless the return is due to a shipping error or defect, you will be responsible for the cost of return shipping.

Returning an item

If your item is eligible for return, contact our customer service team to request a refund or exchange. We will then either email a shipping label for you to use, or you can arrange the shipping in the manner most convenient for you.

Once your return is received at our warehouse it will be inspected. If eligible, we will then process the exchange or refund. If the return shipping label was provided by Resthouse, the cost of the shipping will be deducted from the amount refunded. If the item has been used or customized, a 20% fee will be deducted from the refund amount.

If you live in an apartment, condo without a concierge or are not available during the day for pick up, you may be required to drop the package at a carrier depot.

Exchanges

We offer one free exchange per order. Pre-approval required.

Comfort Adjustment Guarantee

You have 6 months from the date you receive your mattress to be sure you’re happy with its firmness or softness. If you decide within that period that you’d prefer a softer or firmer layer than your original choice, we will replace the layer of your latex mattress at no charge.*

*Excludes the Resthouse Retreat, Obasan 6" and Kakun Six Mattress

Other information

If anything on your order goes on sale within 15 days of your purchase, we will gladly refund you the difference upon request. Excludes Boxing Day and Black Friday and cannot be combined with other discounts.

Resthouse reserves the right to refuse a return or refund if it appears that this policy is being taken advantage of.