Trial period and right to return

Return Policy

At Matraci.bg we want you to sleep soundly, confident in your purchasing decision. Our policy has been drafted in full compliance with European consumer protection legislation, ensuring complete transparency and giving you the flexibility to find the mattress that is most suitable for you.

1. Right of withdrawal (14-day “cooling-off period”)

Under European law, you have the right to withdraw from the purchase contract within 14 days without stating a reason. The withdrawal period expires 14 days after the day on which you (or a third party other than the carrier) took possession of the goods. To exercise this right, you must submit your request via the returns management page on our platform.

2. Transport and logistics for returns (General rule)

The consumer is fully responsible for arranging and paying for courier services for all returned goods or exchanges.

• No collection service: Matraci.BG does not arrange collection of goods and does not provide prepaid shipping labels. You must hire a courier of your choice to transport the item to our warehouse.

• Responsibility for packaging: You are responsible for ensuring that the product is securely packaged. Since vacuum-packed mattresses cannot be vacuum-packed again after opening, you must provide sturdy polyethylene mattress bags or industrial stretch film to protect the product during transport. For detailed instructions, download our guide: “Mattress Return: Repackaging Checklist”.

• Transport risk: The risk of damage or loss remains the customer's responsibility. Any damage caused by improper packaging will result in additional charges, which will be deducted from the refund amount.

3. Product condition and diminished value

As a consumer, you have the right to test the purchased product to establish its nature, characteristics, and functioning. In this regard, the consumer is responsible for any diminished value of the goods only where it has been caused by handling beyond what is permitted. For more information about permitted handling and diminished value, see Art. 26, paras. (10) and (11) of the Terms and Conditions.

• A. Sealed products (Full refund): If the product is returned in its original, unopened factory packaging, you are entitled to a full refund of the amount paid for the product, excluding the delivery cost, if applicable.

• B. Opened but unused products (Full refund): If the mattress has been opened but is returned in  pristine condition and can be resold as “New” after inspection and professional repackaging, you are entitled to a full refund of the amount paid for the product, excluding the delivery cost, if applicable.

• C. Opened and used products (Diminished-value fee applies): If the mattress has been used for sleeping, it is no longer “new” and cannot be resold as such due to hygiene standards and quality requirements. In this case, a fee for disinfection and refurbishment of between 25% and 50% of the purchased product's value will be deducted from the refund amount. This fee covers: professional cleaning, cover replacement, administrative costs, and the loss of market value when reselling the item as “Refurbished”. For more information, see Art. 26, para. (12) of the Terms and Conditions.

4. How to initiate a return

1. Visitthe returns management page and submit your request.

2. Approval: Once the request has been approved, we will provide you with the address of our warehouse.

3. Shipping: Arrange a courier and provide us with a valid tracking number.

4. Inspection: Upon receipt, our team will inspect the product. Refunds are issued within 14 days of receiving the goods.

WARNING: We reserve the right to refuse a return entirely if the mattress is returned in an unhygienic condition (e.g., stains, liquid marks, dirt, or damage).

5. Returns after the 14th day: “100-night trial period” for selected mattresses

If the statutory 14-day period has expired but you are still within 100 days of delivery, we offer an additional commercial comfort guarantee for certain mattress models. These mattresses have a special designation on the website, such as a “100-night trial” label and/or additional information on the product page. If no information about a trial period appears on the product page, no such trial is available. 

To help you avoid high transportation costs, we offer two options:

• OPTION A: Easy exchange (Recommended): You keep your current mattress (for a guest room, a friend, or private sale), and we provide you with a gift voucher worth 20% of the mattress's value at the time of purchase, valid for the purchase of a new mattress from our online store. This is the fastest way to receive another model without paying for transport or repackaging.

• OPTION B: Standard return: You arrange and pay for the transport (in accordance with Section 2). After inspection, you will receive Store Credit equal to the original price, minus a diminished-value fee (in accordance with Section 3)

• Diminished-value fee: This usually ranges between 25% and 50% of the product's value, depending on the mattress's physical and hygienic condition upon arrival.

Note: The “100-day trial period” is a voluntary commercial guarantee. It does not provide the right to a cash refund after the statutory 14-day withdrawal period has expired. The Store Credit issued is personal, cannot be exchanged for cash, and is valid for a period of 30 days.

To initiate a return under this program, email us at: sales@matraci.bg.