We want you to be genuinely happy with your Beds & Pillows purchase. This policy explains how returns, exchanges and refunds work, in line with the Consumer Protection Act 68 of 2008.
1. Change of mind
For furniture, bedside pieces, chests, wardrobes and bedding, you may return an unused item in its original condition and packaging within 7 days of delivery or collection for a refund or exchange. Made-to-order and custom-manufactured pieces are excluded from change-of-mind returns, as these are produced specifically for your order — see clause 4 below.
2. Mattress sleep trial conditions
To qualify for a mattress trial exchange or refund:
- The mattress must have been used with a mattress protector from day one
- The mattress must be free of stains, damage or odour
- You must have used the mattress for at least 14 nights before requesting a trial exchange, to allow your body time to adjust
- The claim must be made within 60 nights of delivery or collection
One trial exchange is offered per mattress purchase. A collection and redelivery fee may apply on a trial exchange.
3. Faulty or damaged goods
If an item arrives damaged or develops a manufacturing fault, you're entitled to a repair, replacement or refund under the Consumer Protection Act. Contact us within 7 days of noticing the issue with photos and your order details, and we'll arrange an inspection.
4. Made-to-order and custom pieces
Beds, bases and other pieces manufactured to order at our workshop are made specifically for you and are not eligible for change-of-mind returns once production has started. If you need to cancel a made-to-order piece, contact us as soon as possible — cancellation before production begins is generally possible, but a cancellation fee may apply once materials have been ordered or work has started.
5. Payment and refund method
All payments are processed through PayFast. Approved refunds are returned via the same payment method used at checkout. Refunds are typically processed within 5–10 working days of approval.
6. How to request a return or refund
- Contact us at hello@bedsandpillows.co.za or 062 769 4090 with your order details
- We'll confirm whether your item qualifies and arrange collection, or ask you to return it to our Birch Acres store
- Once the item is inspected, we'll process your refund or exchange
7. Non-refundable items
For hygiene reasons, pillows, mattress protectors and bedding that have been opened or used cannot be returned unless faulty.
8. Contact
Any questions about a return, exchange or refund — reach us at hello@bedsandpillows.co.za, on 062 769 4090, or in person at Birch Acres Shopping Centre, Tembisa, Kempton Park.