At SureGuard Mattress Protectors, we strive to ensure that you are completely satisfied with your purchase. If for any reason, you’re not happy with your order, our goal is to make the return, exchange, and refund process as easy and hassle-free as possible.

Please read the following policy for details on how to proceed with returns, exchanges, and refunds.

Eligibility

We offer a 30-day return policy for orders placed on stg-sureguard-sureguard.kinsta.cloud. This means you have 30 days from the date you receive your order to initiate a return or exchange request. To be eligible for a return, the item must meet the following conditions:

• Return Window: All returns must be requested within 30 days of receipt, based on tracking information.
• Condition: The item must be in the same condition as when it was received—unworn, unused, with tags, and in its original packaging.
• Receipt or Proof of Purchase: You’ll need to provide a receipt or proof of purchase to complete your return.

Gift cards are not eligible for return or refund.

Return Process

• To start a return: Reach out to our customer service team within 30 days of receiving your item. Please include your order number and reason for return.
• Return Authorization: Once your return request is accepted, we’ll send you a return shipping label along with instructions on how to ship the item back.
• Prepare the Item: Ensure the item is in its original packaging and condition (unworn, unused, with tags).

Please note: Items sent back to us without first requesting a return will not be accepted.

Exchanges

If you’d like to exchange an item, the fastest way is to return the original item and place a new order for the item you want. Once your return is accepted, we recommend completing a separate purchase for the exchange item, ensuring you get the desired product promptly.

Shipping Returns

4.1. The return shipping costs will be your responsibility if the return is due to a consumer error, personal preference, or change of mind. The specific shipping cost will depend on the shipping service you choose.

4.2. If you require us to arrange our shipping service to collect your return, the cost of return shipping will be deducted from your refund.

4.3. If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

4.4. If the return is due to an error on our part (e.g., wrong item or damage), we will cover the shipping costs and arrange the shipping service.

Damaged or Defective Items

We take great care in ensuring the quality of our products. However, if your item arrives damaged, defective, or incorrect, please contact us immediately. We will review the issue and work with you to resolve it.

Defective products beyond the 30-day return period are covered by our 10 year warranty.

European Union 14-day Cooling Off Period

If your merchandise is being shipped into the European Union, you are entitled to a 14-day cooling-off period. This means you can cancel or return your order within 14 days of receiving it, for any reason and without needing to justify the return.

The item must still meet the following conditions:

• It must be unworn, unused, and in its original packaging.
• You will need to provide a receipt or proof of purchase.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

• Refund Approval: If your return is approved, we will process your refund to the original payment method used for the purchase.
• Processing Time: Please allow up to 10 business days for the refund to be processed.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a store credit or gift card for the value of your return. Once the returned item is received, the credit or gift card will be issued.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Need help?

If you have any questions about your return, exchange, or refund, feel free to contact us at info@sureguardmattress.com. Our customer service team is here to assist you and ensure that your issue is resolved promptly.

Policy Amendments

We reserve the right to update or modify this Return and Refund Policy at any time. Any changes will be reflected on this page, and the effective date of the latest revision will be noted at the top of the page.