Refund and Return Policy

1. Our commitment

At Matelas Personnel, your satisfaction and the quality of your sleep are at the heart of our work. Since 1980 we have designed and manufactured our mattresses in Quebec with care and craftsmanship. This policy is intended to make our return, exchange and refund conditions clear before you buy.

2. Custom mattresses and personalized products

Our custom mattresses, and any product made to your dimensions, your firmness or your specifications, are built specifically 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. Mattresses from our regular models

If a mattress from our regular models does not suit you, we offer the option of exchanging it within 30 days of delivery or purchase for another mattress of equal or greater value. This option is offered as an exchange only, with no refund.

To be eligible, the mattress must be clean, free of stains, free of odour and undamaged. Handling fees 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, mattress 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, on presentation of the invoice.

5. Non-returnable products

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

• Custom-made mattresses and products.
• Sommiers et bases de lit.
• Articles en liquidation ou soldés.
• Any product that has been used, stained or damaged, and any accessory whose original packaging has been opened.

6. Defective or damaged products

Please inspect your product at the time of delivery. If an item shows a manufacturing defect or damage on receipt, contact us within 48 hours. After verification, we will proceed with repair, replacement or, where applicable, a refund of 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 to find out the applicable terms.

8. How to make a return or exchange

• Contact our customer service at 514 725 1000 or at accounting@matelaspersonnel.com.
• Have your invoice, or your electronic receipt for online purchases, on hand.
• Follow the instructions provided by our team. Authorized returns may be brought to our Saint-Léonard store or shipped according to our instructions.

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

9. Delivery charges

Delivery charges are non-refundable, except in the case of an error on our part or a defective product.