Refunds under our money back guarantee do not include shipping, handling and transit insurance charges, which are not refundable in any case. For all refunds, the buyer is responsible for return shipping and must be returned in its original packaging & condition back to our warehouse. We will then issue you the refund within 2 working days. If an item is returned without original packaging a 50% striking fee off the purchase price will be applied when processing the refund. For mattress returns, packaging no longer needs to be original, but needs to be suitably packaged. Please note that in any situation where an order needs to be returned, the customer must be able to repackage the products so that it is suitable for the courier to pick up and return. If the original packaging has been disposed, we will not be responsible to cover any repacking costs. It is highly recommended that customers hold onto all packaging until the product(s) has been fully assembled and inspected.