Política de reembolso

Product Categories Covered:

Organic Mattress

Trial & Return Policy:

• Cooling-Off Period: 14 Days for Unopened, Unused Products (EU Consumer Rights)

• Trial Period: 30-Night Minimum Trial for Opened and Used Mattresses

• Return Window: Up to 90 Days from Delivery (Conditions Apply)

• Return Fee: 

  • €200 for unopened / unused mattresses

  • €20 for opened / used accessories

   

   

 

 Terms, Conditions & Exclusions

1. European Union 14-Day Cooling-Off Period
If your order is delivered within the EU, you have the legal right to cancel or return your order within 14 days, for any reason and without justification, provided the item is unused, unopened, in its original packaging, and with all tags attached.
In this case, no return fee applies.

To exercise this right, contact us at hallo@naturalist-matratze.de within 14 days of receiving your item. You’ll also need to provide a receipt or proof of purchase.

 

2. 30-Night Minimum Trial for Opened and Used Mattresses
If you have opened and started using the mattress, we require a minimum of 30 nights before accepting a return request. This period allows your body to properly adjust to the natural support of the Naturalist Mattress. If after this time you’re still unsatisfied, we’ll assist you with the return process.

 €200 return fee applies to opened and used mattresses, €20 for unopened / unsed accessories.

 

3. One Trial Per Product Type, Per Household
Each household is eligible for one return per product type (mattress, topper, pillows, protectors). After returning a product type, no further trials for that category are available.

 

4. Direct Purchases Only
This return policy applies exclusively to purchases made directly from Naturalist Mattress. Returns for products purchased via third-party retailers are subject to their policies

 

5. European Union Service Area Only
Returns and pickups are available only within the European Union.
• If you exercise your 14-day cooling-off right and the product is unopened and unused, we will cover the return shipping costs and provide you with a prepaid return label.
• If the product has been opened and used (e.g., during the 30-night trial period), the customer is responsible for arranging and covering the cost of returning the product to our warehouse in Germany.

6. Condition of Returned Products
• For unopened products under the 14-day cooling-off period: Items must be unused, unopened, with original packaging and tags attached.
• For used products under the 30-night trial: Products must be in a condition suitable for donation—clean, undamaged, free from stains, odors, or excessive wear. Law tags must remain attached and unaltered.
We reserve the right to request photos before approving a return.

 

7. Proper Use & Care Requirements
• The mattress must be placed on a supportive, non-yielding base or bed frame.
• For double mattresses, the frame must have at least 4 sturdy support legs and a mandatory central support beam.
• If using slats, they should be no more than 5 cm apart and made of durable materials.
• Sagging or spring-based box springs are not suitable and will void return eligibility.
• Rotate the mattress head-to-toe once a month for the first six months, then every other month thereafter.

 

8. Unboxing Requirement
Mattresses must be removed from packaging within 30 days of delivery. Failure to do so will void the extended trial and return eligibility but does not affect your 14-day cooling-off rights if the product remains unopened.

 

9. Non-Returnable Items
• Complimentary promotional items (e.g., free pillows).
• Final sale, discontinued, or customized products.
• Gift cards.
• Shipping and financing fees.

 

Refunds
Once we receive and inspect your returned items, you’ll be notified of refund approval. Approved refunds will be processed to the original payment method within 10 business days. Processing time may vary depending on your bank.

To start a return, contact us at hello@naturalistmattress.com. Please do not send items back without prior approval.