Onesleep Adapt is a brand with over 20 years of experience creating sleep products, operating across five European markets. We strive to offer high-quality sleep solutions tailored to the diverse needs of our customers through both online and offline channels. Our focus is on combining innovation, comfort, and excellent value to provide a seamless and satisfying customer experience.

Free delivery

All orders worth over €50are delivered free of charge nationwide.

Delivery time

We usually ship all available items within 1 business day of receiving the order, while the delivery time may vary between 1 and 5 business days from the time of shipment, depending on the item ordered and the schedule of the courier company that will deliver the shipment.

The delivery time may be extended in the following cases:

• The item is not in stock. In these cases, we will contact you to confirm the expected delivery time.
• Non-standard size. If you have ordered a non-standard size, the delivery time depends on the time required to manufacture the item.
• Force majeure circumstances such as bad weather, peak holiday periods, etc.

Couriers

We deliver via the courier companies Econt, Evropat, and Speedy, and for each shipment we individually determine which courier to use, depending on the courier's current workload, its ability or inability to serve a particular location, and the parameters/dimensions of the shipment

Carrying upstairs; removal of the old mattress; assembly

These services are NOT included in the order price and are the customer's responsibility.

Packaging

Mattresses are usually delivered in vacuum-sealed plastic packaging, rolled up. This packaging method is made possible by the high-quality materials used in production and guarantees 100% protection of the mattress from contamination during transport.

Unpacking

All mattresses should be unpacked within 30 days of receipt. After unpacking, the vacuum-sealed mattress needs between 24 and 72 hoursto regain its full size. During this period, the mattress must NOT be used.

Shipment status. Notifications

When a waybill is generated for your shipment, you will receive an email with the waybill number , which you can use to track its current status both on the courier's platform and onour website . On the delivery day, you will receive a notification from the courier via SMS, Viber, or another communication channel used by the courier company delivering the shipment.Receipt and inspection 

Before accepting the order, carefully inspect it for any external

damage . If you notice any, be sure to ask the courier to draw up areport at the time of delivery , and you have the right to return the shipment without being charged for it., като имате право да върнете пратката без да бъдете таксувани за нея.

Return Policy

At Matraci.bg we want you to sleep soundly, confident in your purchase decision. Our policy has been prepared in full compliance 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”)

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 through the returns management page on our platform.

2. Transportation and logistics for returns (General rule)

The consumer is entirely responsible for arranging and paying for courier services for all returned or exchanged goods.

• No pickup service: Matraci.BG does not arrange pickups or provide prepaid shipping labels. You must hire a courier of your choice to transport the item to our warehouse.
• Responsibility for packaging: It is your responsibility to ensure 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 fees, 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 determine its nature, characteristics, and functionality. In this regard, the consumer is responsible for any diminished value of the goods only when it is caused by handling beyond what is permitted. For more information about permitted handling and diminished value, see Art. 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 the delivery fee, 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 full refund the amount paid for the product, excluding the delivery fee, if applicable.
• C. Opened 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 refurbishment amounting to between 25% and 50% of the value of the purchased product will be deducted from the refund amount. This fee covers: professional cleaning, replacement of the cover, administrative costs, and the loss of market value when reselling the item as “Refurbished.” For more information, see Article 26, paragraph (12) of General Terms and Conditions.

4. How to initiate a return

1. Visit returns management page and submit your request.
2. Approval: Once the request is approved, we will provide you with the address of our warehouse.
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 issued within 14 days of accepting the goods.

WARNING: We reserve the right to refuse the return entirely if the mattress is returned in an unhygienic condition (e.g., stains, traces of liquids, 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 are specially marked on the website, e.g., with 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 buying a new mattress from our online store. This is the fastest way to get another model without paying for transportation or repackaging.
• OPTION B: Standard return: You arrange transportation at your own expense (in accordance with Section 2). After inspection, you will receive Store Credit equal to the original price, minus a depreciation fee (in accordance with Section 3)
• Depreciation fee: It 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 grant the right to a cash refund after the statutory 14-day withdrawal period has expired. The Store Credit received is issued in your name, cannot be exchanged for cash, and is valid for 30 days.

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