Test period and right of return

Return Policy

At Matraci.bg, we want you to sleep soundly, confident in your purchase decision. Our policy is fully compliant with European consumer protection legislation, ensuring complete transparency and giving you the flexibility to find the mattress that best suits you.

1. Right of Withdrawal (14-day "cooling-off period")

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

2. Return Shipping and Logistics (General Rule)

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

• No Pickup Service: Matraci.BG does not arrange pickups for goods and does not provide prepaid waybills. You must independently hire a courier of your choice to transport the item to our warehouse.

• Packaging Responsibility: It is your responsibility to ensure the product is securely packaged. As vacuum-packed mattresses cannot be re-vacuumed after unsealing, you must provide strong polyethylene mattress bags or industrial stretch film to protect the product during transport. For detailed instructions, download our guide: "Mattress Return: Repackaging Checklist".

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

3. Product Condition and Reduced Value

As a consumer, you have the right to test the purchased product to determine its nature, characteristics, and functioning. In this regard, the consumer is responsible for the reduced value of the goods only in cases where it is caused by handling beyond what is necessary to establish their nature, characteristics, and functioning. For more information on permissible handling and reduced value, see Article 26, paragraphs (10) and (11) of the General 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 shipping costs, if any.

• B. Unsealed but Unused Products (Full Refund): If the mattress has been unsealed but is returned in perfect 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 shipping costs, if any.

• C. Unsealed and Used Products (Depreciation 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 renovation will be deducted from the refund amount, ranging between 25% and 50% of the purchased product's value. 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 Article 26, paragraph (12) of the General Terms and Conditions.

4. How to Initiate a Return

1. Visit thereturns management page and submit your request.

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

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

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

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

5. Returns after the 14th day: "100-night trial period" on selected mattresses

If the statutory 14-day period has expired, but you are still within 100 days of delivery, for certain mattress models, we offer an additional commercial comfort guarantee. These mattresses have a special designation on the website, e.g., a "100-night trial" label and/or additional information on the product page. If there is no information about a trial period on the product page, then none is available. 

To avoid high shipping costs, we offer two options:

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

• OPTION B: Standard Return: You arrange transportation at your own expense (as per Section 2). After inspection, you will receive Store Credit equal to the original price, minus a depreciation fee (as per Section 3).

• Depreciation Fee: Typically ranges between 25% and 50% of the product's value, depending on the physical and hygienic condition of the mattress upon arrival.

Note: The "100-day trial period" is a voluntary commercial guarantee. It does not grant the right to a monetary refund after the expiration of the statutory 14-day right of withdrawal. The Store Credit received is personalized, cannot be exchanged for cash, and is valid for a period of 30 days.

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