Right to Withdraw from the Contract

The customer may request a return only under the conditions outlined below.

To initiate a return, the customer must send an email from the same email used for the order to: cy@onesleep.com, including the order number, product model and size, and IBAN for refund.

All returns must be sent at the customer’s expense.

Returned products must be unused, in original unopened packaging, with no signs of use, damage, or alteration, and must include all labels, packaging, invoice, and accompanying documents.

The supplier reserves the right to refuse any return that does not meet these conditions.

Hygiene and Health Protection Policy

For hygiene and health protection reasons, the following products cannot be returned once opened or unsealed: mattresses, mattress toppers, pillows, mattress protectors, bedding, and similar sleep products.

According to Directive 2011/83/EU – Article 16(e), the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons once unsealed.

Once opened, the product is considered used and cannot be returned or refunded.

Vacuum Packaging Policy

All mattresses and mattress toppers are vacuum-packed and rolled for hygiene and transportation purposes.

Once the original vacuum packaging is opened, the product cannot be restored to its original factory condition.

Products that have been unsealed are not eligible for return, exchange, or refund.

In exceptional cases where a return is accepted (only if the product is unused and meets all conditions), the customer is responsible for all additional costs required to restore the product to a sellable condition, including re-vacuum packing (€200) and reupholstering or cover replacement (€250).

The supplier reserves the right to refuse returns if the product cannot be restored to its original condition.

Non-Returnable Cases

Returns are not accepted in the following situations: opened or used products; products with damaged or missing packaging; non-standard sizes (custom-made products); products made to customer specifications; hygiene products once unsealed; products mixed with other goods after delivery; minor deviations in size (±2 cm for mattresses or toppers).

Condition of Returned Products

Returned products must be in perfect commercial condition suitable for resale.

If a returned product shows signs of use, damage, alteration, or opened packaging, the supplier reserves the right to refuse the return or deduct restoration costs from the refund.

Incorrect Orders

Products ordered in the wrong size or model due to customer error are not eligible for return or exchange once opened.

Gifts and Promotional Items

If a gift was included, it must be returned unopened and in original packaging. If not, the value of the gift will be deducted from the refund.

Refunds

Approved refunds are issued by bank transfer only to the IBAN provided by the customer.

The supplier reserves the right to deduct delivery costs and to withhold the refund until the returned goods are received and inspected.

Important

The supplier reserves the right to refuse any return that does not comply with the above conditions.