Refund policy

Returns & Refunds Policy (South Africa)

7-Day Cooling-Off Period (CPA)

In accordance with the South African Consumer Protection Act (CPA), customers have the right to cancel an order within 7 days of delivery if the purchase was made online or via direct marketing.

To qualify under the cooling-off period:

The mattress or base must be unused

It must be in original condition, free from damage, stains, or odours

The product must not have been used for any purpose other than sleeping

Proof of purchase is required

The customer may be responsible for return shipping costs unless otherwise agreed.

30-Day Return Policy

In addition to the CPA cooling-off period, we offer a 30-day return policy from the date of delivery.

To be eligible for a return after the 7-day cooling-off period, the mattress or base must:

Be in the same condition as received

Have been used only for sleeping

Show no signs of damage, misuse, stains, or odours

Have been rotated weekly (top to bottom and left to right)

Be returned with proof of purchase

All returns are subject to inspection and approval.

To request a return, please contact us at starfallmattresses@outlook.com.
Returns sent without prior approval will not be accepted.

Important Return Conditions

A product will not be eligible for return if:

Damage was intentional, negligent, or avoidable

The mattress was not rotated weekly during the trial period

The mattress was used for any purpose other than sleeping

There is evidence of misuse, improper care, or lack of reasonable maintenance

The product shows signs of water damage, burns, cuts, excessive soiling, or infestation

Products that fail inspection will be rejected and returned to the customer at their cost.

Damages & Delivery

Please inspect your mattress and base immediately upon delivery.

While we ensure all items are dispatched in good condition, we do not accept liability for damage caused during delivery, as this is outside of our control. Any visible issues must be reported at the time of delivery or immediately thereafter so they may be assessed with the courier where possible.

Non-Returnable Items

The following items are not eligible for return:

Sale or clearance items

Custom or special-order products

Gift cards

Exchanges

If you wish to exchange a product, the fastest option is to:

Request an approved return, and

Place a new order once the return has been accepted.

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved, refunds will be processed to the original payment method within 10 business days. Please allow additional time for your bank or payment provider to reflect the funds.

If more than 15 business days have passed since approval, please contact us at starfallmattresses@outlook.com.