1.1 Our Sleep Trial Promise

We understand that a mattress is a decision your body needs to test, not just your eyes. Every mattress purchased on Sleepercoach comes with a Sleep Trial of [100] nights from the date of delivery, unless a different trial period is specified on the product page for a particular brand or model. We recommend using the mattress for at least [21] nights before deciding — most sleepers need 2–4 weeks to adjust to a new mattress.

Pillows, mattress protectors, toppers, bedsheets, and other non-mattress sleep accessories are covered under our Standard Return Window of [7] days from delivery, subject to the hygiene conditions in Section 1.4, and are not eligible for the extended sleep trial.

1.2 Eligibility for Return Under the Sleep Trial

To be eligible for a sleep-trial return, the following conditions apply:

• The mattress must have been used on a suitable, compatible base/foundation as recommended on the product page. Use on an incompatible or damaged base may void eligibility.
• The mattress must be free of stains, burns, tears, pet damage, or odour caused by misuse. Normal body impressions from trial use are expected and do not affect eligibility.
• The mattress protector supplied at the time of delivery (where applicable) must have been used throughout the trial. A mattress returned without evidence of protector use may be rejected on hygiene grounds or subject to a hygiene deduction.
• The return request must be raised within the applicable trial window through your account, our support email, or WhatsApp/phone support.
• Only one sleep-trial return is permitted per household/shipping address per calendar year, to prevent misuse of the trial programme.

1.3 Non-Returnable and Non-Refundable Items

In the interest of hygiene and to comply with standard e-commerce practice, the following categories cannot be returned once the packaging has been opened, except where the item is defective, damaged in transit, or materially different from what was ordered:

• Pillows, cushions, and duvets once unpacked
• Mattress protectors and encasements once unpacked
• Bedsheets, pillow covers, and other linen once unpacked
• Customised, made-to-order, or made-to-measure mattresses and bases
• Products marked "Final Sale", "Clearance", or "Non-Returnable" on the product page at the time of purchase
• Gift cards and promotional vouchers

This exclusion list does not affect your statutory right to a remedy for goods that are defective, not as described, or unfit for purpose — see Section 1.6.

1.4 Hygiene Condition

Sleep products are personal-use, hygiene-sensitive items. Any item returned without its original hygiene liner/packaging seal intact (where supplied), or showing signs of use inconsistent with a trial period (e.g., visible staining, odour, or damage), may be refused, or a hygiene/refurbishment deduction of up to [20]% of the item value may be applied to the refund, at our reasonable discretion, before the item is returned to inventory or disposed of responsibly.

1.5 How to Initiate a Return or Exchange

• Log in to your account and go to "My Orders", or contact our support team at [support email] / [phone number] with your order ID.
• Select the item(s) to return and the reason for return. For exchanges (e.g., different firmness, size, or model), state the preferred replacement.
• Our team will schedule a reverse pickup, generally within [3–5] business days, or may request photos/video for high-bulk items where self-shipping is more practical.
• Once the item is received and inspected at our facility (typically within [5–7] business days of pickup), we will confirm the outcome and process your refund or exchange.

1.6 Defective, Damaged, or Incorrect Items

If you receive a mattress or sleep product that is damaged in transit, materially defective, or different from what you ordered, please notify us within [48–72] hours of delivery with photos/video of the product and packaging. In such cases:

• There is no restocking fee, and reverse pickup is arranged free of charge.
• You may choose between a free replacement, repair (where applicable), or a full refund, in line with your rights under the Consumer Protection Act, 2019.
• We aim to resolve verified defect/damage claims within [7] business days of receiving the returned item.

1.7 Refunds

• Refunds are issued to the original payment method within [7–10] business days of the returned item passing quality inspection.
• For Cash on Delivery (COD) orders, refunds are issued via bank transfer or store credit, as selected by you; store credit is never mandatory unless you choose it.
• Original shipping charges (if any were levied) are non-refundable for change-of-mind sleep-trial returns, unless the return is due to our error, defect, or damage in transit.
• A restocking/pickup fee of [₹999 / 5% of order value] may apply to sleep-trial returns of mattresses used beyond [30] nights, to help offset reverse logistics and refurbishment costs. This fee is waived for defective or incorrectly shipped items.

1.8 Order Cancellations

• Orders may be cancelled free of charge any time before dispatch.
• Once an order has shipped, a cancellation is treated as a return and is subject to this policy.
• We reserve the right to cancel orders in cases of pricing errors, suspected fraud, non-serviceable pin codes, or stock unavailability, with a full refund issued promptly.

1.9 Exchanges

Exchanges (e.g., for a different firmness, size, or brand) are treated as a return of the original item plus a fresh order for the replacement. Any price difference is charged or refunded accordingly. Exchanges are subject to the same eligibility and trial-window conditions as returns.

This policy is framed to comply with the Consumer Protection (E-Commerce) Rules, 2020, which require sellers to display return, refund, exchange, and grievance-redressal information clearly and to honour statutory remedies for defective, spurious, or misrepresented goods, in addition to any voluntary trial period offered.