Refund and Return Policy

1. Our commitment

At Matelas Personnel, your satisfaction and quality of sleep are at the heart of what we do. We have designed and built our mattresses in Quebec since 1980. This policy explains our return, exchange and refund terms so you can shop with confidence. It applies to purchases made online and in store.

2. Custom and made-to-order products

Our custom mattresses and any product built to your dimensions, firmness or specifications are made especially for you. For that reason, and for hygiene reasons, they are a FINAL SALE: they cannot be returned, exchanged or refunded, except in the case of a manufacturing defect covered by our warranty.

3. Regular mattress models

If a mattress from our regular models does not suit you, we offer an exchange within 30 days of delivery or purchase for another mattress of equal or greater value. This is an exchange only, with no refund. To qualify, the mattress must be clean, stain-free, odour-free and undamaged. A handling fee of up to 10% of the product value may apply. We strongly recommend using a mattress protector from the day of delivery.

4. Bedding accessories

Pillows, mattress protectors, toppers, sheets and other accessories may be returned or exchanged within 10 days of delivery or purchase, provided they are unopened, unused and in their original packaging, with proof of purchase.

5. Non-returnable products

For hygiene and manufacturing reasons, the following items cannot be returned or exchanged:

• Custom and made-to-order mattresses and products.
• Box springs and bed bases.
• Clearance or sale items.
• Any used, stained or damaged product, or any accessory whose original packaging has been opened.

6. Defective or damaged products

Please inspect your product upon delivery. If an item has a manufacturing defect or arrives damaged, contact us within 48 hours. After inspection, we will repair, replace or, where applicable, refund the product in accordance with our warranty and the Quebec Consumer Protection Act.

7. Financeit financing

If your purchase was financed through Financeit, any authorized exchange or adjustment will be reflected in your financing agreement. Contact us for the applicable terms.

8. How to make a return or exchange

• Contact our customer service team at 514 725 1000 or info@matelaspersonnel.com.
• Have your invoice, or e-receipt for an online purchase, ready.
• We will guide you through the process. Authorized returns may be brought to our Saint-Léonard store or shipped according to our instructions.

All returned merchandise is inspected on receipt. Any eligible refund is issued to the original payment method, less applicable fees and delivery charges.

9. Delivery charges

Delivery charges are non-refundable, except where the error is ours or the product is defective.

10. Contact

Nothing in this policy limits the rights granted to you under the Quebec Consumer Protection Act.