Refund policy

RETURN, REFUND & WARRANTY POLICY

At Bed Mart Warehouse, we want our customers to be satisfied with their purchases while ensuring that returns, refunds, guarantees and warranty claims are handled fairly and in accordance with applicable South African law.

This policy applies to purchases from KR Bed Mart CC, trading as Bed Mart Warehouse, including qualifying purchases made through bedmartonline.co.za.

Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded, restricted or waived under the Consumer Protection Act 68 of 2008 (CPA), the Electronic Communications and Transactions Act 25 of 2002 (ECTA) or other applicable South African legislation.

1. CHANGE-OF-MIND RETURNS

If you have changed your mind about a product and there is nothing wrong with it, please contact us as soon as possible.

For a voluntary change-of-mind return to be considered, the product must generally:

  • be unused;

  • be clean and hygienic;

  • be undamaged;

  • be in a resalable condition;

  • include all accessories or components supplied with it; and

  • where reasonably applicable, be returned in its original packaging.

Change-of-mind returns are different from returns involving defective, unsafe, damaged or incorrectly supplied goods.

A customer does not automatically have a general right to return goods purchased in-store merely because they have changed their mind, selected the incorrect size, no longer want the product, or subsequently found a different product or price elsewhere.

This does not affect any statutory cooling-off or return right that may apply to a qualifying online or other transaction.

2. ONLINE PURCHASES AND COOLING-OFF RIGHTS

Qualifying online transactions may be subject to cooling-off rights under the Electronic Communications and Transactions Act (ECTA).

Where the statutory cooling-off right applies, a consumer may cancel a qualifying electronic transaction within the period prescribed by law.

The customer may be responsible for the direct cost of returning goods where permitted by law.

Certain transactions or products may be excluded from the statutory cooling-off right, as provided for under applicable legislation.

Nothing in this policy limits any cooling-off right that applies to a particular transaction under South African law.

3. NON-RETURNABLE PRODUCTS FOR CHANGE-OF-MIND PURPOSES

Because of the personal and hygienic nature of bedding products, certain products may not be accepted for a voluntary change-of-mind return once they have been used, opened or otherwise rendered unsuitable for resale.

These may include:

  • pillows;

  • mattress protectors;

  • mattress overlays or toppers; and

  • other personal-use bedding or hygiene-sensitive products.

Mattresses that have been used, slept on, stained, soiled or contaminated will generally not qualify for a voluntary change-of-mind return.

This restriction applies to voluntary/change-of-mind returns and does not remove any statutory rights a consumer may have where goods are genuinely defective, unsafe or otherwise fail to meet the requirements of applicable South African consumer law.

4. DEFECTIVE, UNSAFE OR POOR-QUALITY GOODS — FIRST SIX MONTHS

Under the Consumer Protection Act, consumers have an implied warranty of quality in respect of qualifying goods.

Goods must generally be:

  • reasonably suitable for the purpose for which they are ordinarily intended;

  • of good quality;

  • in good working order;

  • free of defects; and

  • usable and durable for a reasonable period, taking into account the nature and normal use of the product.

If goods fail to meet the applicable statutory requirements within six months after delivery, the consumer may, where the requirements of the CPA are met, return the goods without penalty and at the supplier's risk and expense.

In accordance with the CPA, the consumer may choose between:

  • repair;

  • replacement; or

  • refund of the price paid.

Bed Mart Warehouse may reasonably inspect or arrange an assessment of the product to determine the nature and cause of the reported problem and whether the claim relates to a product defect, damage, misuse, an unsuitable support system, normal wear or another cause.

An inspection or assessment does not remove a consumer's statutory rights.

5. GOODS DAMAGED OR INCORRECTLY SUPPLIED

Please inspect your order as soon as reasonably possible after delivery.

If you receive:

  • the incorrect product;

  • an incorrect size;

  • an incomplete order; or

  • a product that appears to have been damaged during delivery,

please contact Bed Mart Warehouse as soon as reasonably possible.

Where possible, please provide photographs showing the product, packaging and any visible damage.

If the error or damage occurred before or during delivery by Bed Mart Warehouse or its appointed delivery service, we will handle the matter in accordance with applicable South African law.

6. MANUFACTURER GUARANTEES AND WARRANTIES

Many mattresses and other products sold by Bed Mart Warehouse include a manufacturer's guarantee and/or warranty.

The duration and conditions vary depending on the product and manufacturer.

A manufacturer's guarantee or warranty is in addition to, and does not replace, statutory rights available to consumers under South African law.

The initial guarantee period and the longer warranty period must not be confused.

A manufacturer's guarantee will generally provide more comprehensive cover for qualifying manufacturing defects during the stated guarantee period.

After the guarantee period expires, certain manufacturers provide a longer pro-rata warranty, during which the customer may be required to contribute towards the cost of replacement or repair according to the manufacturer's warranty terms.

Manufacturer warranty conditions apply in addition to applicable statutory rights.

7. PRO-RATA MATTRESS WARRANTIES

Where a manufacturer's warranty operates on a pro-rata basis, the customer's contribution will generally increase according to the age of the mattress.

The exact calculation is subject to the relevant manufacturer's warranty terms.

A typical pro-rata calculation may be expressed as:

Current retail price × years used ÷ total warranty period = customer's contribution

Example

If the current retail price of the mattress is R10,000, the total warranty period is 10 years, and the mattress has been used for 5 years:

R10,000 × 5 ÷ 10 = R5,000

The customer's contribution would therefore be R5,000, subject to the manufacturer's applicable warranty terms and assessment.

This is an illustrative example only. Individual manufacturers may apply different warranty structures or calculations.

8. WARRANTY CLAIM PROCEDURE

If you believe your mattress or another product has developed a defect, please contact Bed Mart Warehouse and provide:

  • your name and contact details;

  • proof of purchase;

  • the product details;

  • a clear description of the problem;

  • clear photographs showing the complete product and reported defect; and

  • any additional photographs or information reasonably required to assess the claim.

For mattress claims, we may also request photographs of:

  • the entire mattress;

  • the affected area;

  • the mattress label;

  • the base or foundation supporting the mattress; and

  • the complete bed setup.

Depending on the circumstances, an inspection may be conducted by Bed Mart Warehouse, the manufacturer or an authorised representative.

A product may also need to be collected or made available for physical inspection where photographs are insufficient to determine the cause of the reported problem.

9. PROOF OF PURCHASE

Proof of purchase may be required to establish the date, product and terms of the original transaction.

Acceptable proof may include, where reasonably sufficient:

  • the original invoice or receipt;

  • an electronic or scanned copy of the invoice;

  • an order confirmation;

  • a payment record together with information allowing us to identify the transaction; or

  • another reliable record showing that the product was purchased from Bed Mart Warehouse.

We will make reasonable efforts to locate a transaction in our records where sufficient information is provided.

10. MATTRESS HYGIENE AND INSPECTIONS

For health and safety reasons, mattresses and bedding submitted for physical handling, collection, repair or manufacturer inspection must be in a condition that can reasonably and safely be handled.

Products contaminated by substances or conditions that may create a health or safety risk may include those affected by:

  • bodily fluids;

  • urine;

  • blood;

  • vomit;

  • faecal matter;

  • mould;

  • severe soiling;

  • insect or pest infestation;

  • unknown fluids or substances; or

  • other potentially hazardous contamination.

Bed Mart Warehouse, a manufacturer, delivery team or inspection representative may decline to physically handle, transport or process a product where doing so would expose employees or other persons to an unreasonable health or safety risk.

Where appropriate, photographs or other evidence may first be used to assess whether the product can safely be handled.

A hygiene or safety concern does not by itself remove statutory rights that a consumer may have under applicable South African law. However, contamination that prevents a safe physical inspection, repair or handling of the product may affect the practical assessment and processing of a claim.

Customers are strongly encouraged to use a suitable mattress protector from the first day of use.

11. MATTRESS BASE AND SUPPORT REQUIREMENTS

A mattress must be used on an appropriate, structurally sound and adequately supportive base or foundation suitable for that mattress type.

An unsuitable or damaged base may cause or contribute to:

  • mattress sagging;

  • uneven wear;

  • excessive body impressions;

  • spring damage;

  • noise or creaking;

  • loss of support; and

  • premature mattress deterioration.

Where relevant to a claim, Bed Mart Warehouse or the manufacturer may inspect or request photographs of the base or support system.

Damage caused by an unsuitable, broken, sagging or inadequately supportive base is not a manufacturing defect in the mattress.

Where the customer purchased a mattress only and used an existing base, the existing base remains relevant when determining the cause of an alleged mattress failure.

Spring mattresses should not be used on an unsuitable slatted or inadequately supportive base unless the mattress manufacturer specifically approves that type of support.

Nothing in this section excludes a genuine mattress defect merely because the mattress was purchased without a matching base.

12. MATTRESS ROTATION AND CARE

Regular mattress rotation helps promote even wear and forms an important part of mattress care.

Unless the manufacturer provides different instructions, we recommend the following:

Non-turn mattresses:
Rotate the mattress from head to foot approximately every 30 days. Do not flip a non-turn mattress.

Double-sided mattresses:
Rotate the mattress from head to foot and flip it approximately every 30 days, following an alternating rotation-and-flip pattern.

Customers should also:

  • use a suitable mattress protector;

  • keep the mattress dry and hygienic;

  • use a suitable supportive base;

  • avoid bending or folding the mattress unless specifically designed for this;

  • avoid jumping or standing on the mattress;

  • observe the recommended weight limit; and

  • follow any care instructions supplied by the manufacturer.

Failure to follow reasonable care instructions may affect a manufacturer warranty claim where that failure caused or materially contributed to the reported damage.

13. BODY IMPRESSIONS AND NORMAL WEAR

Mattresses contain comfort materials that naturally settle and soften with use.

A certain amount of body impression, compression or softening can therefore occur over time and does not automatically indicate a manufacturing defect.

Whether an impression or sagging constitutes a defect will depend on factors including:

  • the mattress construction;

  • manufacturer specifications and tolerances;

  • age of the mattress;

  • condition of the supporting base;

  • rotation and care;

  • user weight;

  • usage; and

  • the measured depth and nature of the impression.

Where necessary, the manufacturer or its representative may assess the mattress against the manufacturer's applicable specifications.

14. COMFORT PREFERENCE

Comfort is subjective.

A mattress that feels too firm, too soft or otherwise different from a customer's personal comfort preference is not necessarily defective.

Customers are encouraged to consider mattress firmness, construction, recommended weight limits and sleeping requirements before purchasing.

Where a mattress is genuinely defective or fails to meet statutory quality requirements, the customer's rights under applicable South African law remain unaffected.

15. WEIGHT RECOMMENDATIONS

Where a product carries a recommended maximum weight, the recommendation generally applies per person, unless the manufacturer or product information states otherwise.

Customers should select a mattress suitable for the intended users.

Damage directly caused by use materially outside a manufacturer's stated product specifications may affect a manufacturer warranty claim.

This does not exclude a claim where the reported problem is unrelated to the weight recommendation.

16. WHAT MANUFACTURER WARRANTIES GENERALLY DO NOT COVER

Subject to applicable South African law and the specific manufacturer's terms, a manufacturer warranty will generally not cover damage caused by circumstances unrelated to a manufacturing defect, such as:

  • misuse or abuse;

  • accidental damage;

  • cuts, tears or burns;

  • damage caused by jumping or standing on the product;

  • damage caused by an unsuitable or structurally unsound base;

  • failure to provide adequate mattress support;

  • damage resulting from improper storage or handling;

  • damage caused by moisture or prolonged exposure to liquid;

  • infestation;

  • use materially exceeding applicable product specifications;

  • unauthorised alteration or repair;

  • normal wear and tear; or

  • normal comfort-material settlement that remains within the manufacturer's permitted tolerances.

Each claim must be considered according to its particular circumstances, applicable law and the relevant manufacturer's warranty terms.

17. REPAIRED PRODUCTS

Where a product is repaired under the statutory implied warranty and, within three months after the repair, the original failure or defect has not been remedied or a further qualifying failure, defect or unsafe feature appears, the remedies provided by the Consumer Protection Act will apply.

Nothing in a manufacturer's warranty may remove statutory rights available under the CPA.

18. REFUNDS

Where a refund is approved, it will generally be processed using the original payment method where reasonably possible.

Processing times may vary depending on the bank, card issuer or payment service provider.

A refund is considered processed by Bed Mart Warehouse once it has been submitted to the relevant payment provider. Additional banking processing time may apply before the funds appear in the customer's account.

Where a transaction was paid through a third-party finance, instalment or payment service, the refund may also be subject to that provider's processing procedures.

19. DELIVERY AND COLLECTION COSTS

Responsibility for return, collection or redelivery costs depends on the reason for the return and the consumer's applicable legal rights.

Where goods genuinely fail to meet the statutory quality requirements within the applicable CPA period, they may be returned at the supplier's risk and expense as provided by law.

For an approved voluntary change-of-mind return where the goods are not defective and the law permits the return, the customer may be responsible for reasonable return or collection costs.

Where a manufacturer warranty claim falls outside the statutory CPA period, collection, inspection, transport or delivery charges may apply in accordance with the manufacturer's warranty conditions.

Any applicable charge will be communicated before it is incurred where reasonably possible.

20. CANCELLATION OF ORDERS

If you wish to cancel an order before delivery, please contact Bed Mart Warehouse as soon as possible.

Where an order has not yet been dispatched or specially processed, we will make reasonable efforts to accommodate the cancellation.

Where goods have been specially ordered, manufactured, customised or prepared specifically for a customer, different cancellation rules may apply where permitted by law.

Any cancellation fee will only be charged where permitted by applicable South African law and where the fee is reasonable in the circumstances.

21. STATUTORY RIGHTS TAKE PRECEDENCE

This policy is intended to explain Bed Mart Warehouse's normal return, refund, guarantee and warranty procedures.

It does not replace or override applicable South African consumer legislation.

Where this policy, a manufacturer warranty or another store condition conflicts with a mandatory consumer right under applicable South African law, the applicable law will prevail.

22. CONTACT US

For returns, refunds, warranty claims or product concerns, please contact:

KR Bed Mart CC
Trading as Bed Mart Warehouse

Website: bedmartonline.co.za
Email: info@bedmartonline.co.za
Telephone: 062 043 8134
Physical address: 18A Duminy Street, Parow East, Cape Town, Western Cape, South Africa
Business registration number: CK 2005/001447/23
VAT registration number: 4540219120