Refund policy

This Return and Refund Policy explains when and how customers may return products purchased from JMD Mattress. This Policy applies to purchases made through jmdmattress.com.

1. Standard Return Window

Unless a different rule applies under mandatory consumer law, we accept eligible returns within 30 days after delivery.

To be eligible for a standard voluntary return, the item must be unused, unassembled, clean, in the same condition as received, returned with all original parts, accessories, manuals, hardware, and packaging, and accompanied by proof of purchase.

2. Returns for Buyer Remorse

We accept returns for eligible non-defective products within the standard return window when the customer changes their mind, subject to the conditions in this Policy.

For buyer-remorse returns, the customer is responsible for return shipping costs unless applicable law requires otherwise.

3. How to Start a Return

To start a return, contact us at info@jmdmattress.com.

Please include your order number, full name, delivery address, item you wish to return, reason for return, and photos of the item and packaging.

Do not send any product back without contacting us first. We will provide return instructions and, where applicable, a return authorization and return address.

Returns sent without authorization may be delayed, refused, or returned to the sender.

4. Return Shipping Costs

Unless the return is due to our error, a defective product, a damaged product, a wrong item, or another reason for which applicable law requires us to pay, the customer is responsible for return shipping costs.

For large, heavy, or oversized furniture, return shipping may require freight service and may be more expensive than standard parcel shipping.

If we provide a prepaid return label for a voluntary return, the cost of return shipping may be deducted from the refund where permitted by law.

Outbound shipping rates listed in the Shipping Policy are subsidized customer shipping rates for delivery from us to the customer. Return shipping costs may differ from outbound shipping rates, especially for large, heavy, or oversized furniture that requires freight handling.

5. Restocking Fee

We do not charge a separate restocking fee for approved standard returns. However, deductions may apply where permitted by law for return shipping, missing parts, missing packaging, damage, or diminished value caused by handling beyond what is necessary to inspect the product.

6. Non-Returnable Items

The following items are not eligible for standard voluntary returns unless defective, damaged, incorrect, non-conforming, or returnable under mandatory law:

custom-made or personalized products; made-to-order furniture; final sale or clearance items clearly marked as non-returnable before purchase; assembled furniture; used furniture; items damaged by misuse, improper assembly, neglect, modification, improper care, pets, moisture, heat, or accidents; mattresses, pillows, bedding, or upholstered items with hygiene concerns if opened, used, or not in resalable condition where permitted by law; and items missing original packaging, parts, accessories, hardware, or manuals.

Mandatory consumer rights are not limited by this section.

7. Damaged, Defective, Non-Conforming, or Wrong Items

If you receive a damaged, defective, non-conforming, or incorrect item, contact us promptly at info@jmdmattress.com.

Please provide your order number, description of the issue, photos of the product, photos of the packaging, and photos of any damaged or missing parts.

Depending on the issue and applicable law, we may offer a replacement part, replacement product, repair support, return for refund, partial refund, or another appropriate remedy.

Do not dispose of the product or packaging until we have reviewed the issue.

8. Refund Method and Timing

Approved refunds will be issued to the original payment method unless otherwise required by law.

For standard returns, after we receive and inspect the returned item, refunds are generally processed within 5-10 business days.

Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

Shipping charges are non-refundable for voluntary returns unless required by applicable law or unless the return is due to our error, defective goods, damaged goods, or an incorrect item.

9. Deductions From Refunds

Where permitted by law, we may deduct from the refund for missing parts, missing accessories, missing packaging, damage caused after delivery, use beyond normal inspection, return shipping costs, freight return costs, and carrier fees caused by failed delivery or refused delivery.

10. Exchanges

We do not guarantee direct exchanges. If you want a different item, size, color, or model, the usual method is to return the eligible item and place a new order.

11. Consumer Right of Withdrawal for Spain and the United States

For consumers located in Spain:

You have a legal right to withdraw from your online purchase within 14 days after delivery without giving any reason, under EU and Spanish consumer law (including the General Law for the Defence of Consumers and Users). Please see our Spanish Right of Withdrawal Policy for details on how to exercise this right, applicable exceptions, and return procedures.

 

For consumers located in the United States:

U.S. federal and state laws do not require a statutory right of withdrawal for online purchases. However, we are committed to customer satisfaction. If you are not satisfied with your purchase or have a product issue, please review our Warranty and Product Issues Policy or contact us directly at info@jmdmattress.com to explore available remedies (such as returns, exchanges, or refunds) where applicable.

12. Contact Us

For return and refund questions, contact: 

Store Name: JMD Mattress

E-mail: info@jmdmattress.com

Phone: +1 800 541 4707

Address: 2346 Iverson St., Temple Hills, MD 20748, United States

Service Hours: Monday - Friday: 9:00 AM - 5:00 PM (CST)