At Recolat, we give top priority to Customer Delight. We always encourage you to read the product descriptions and product sizes thoroughly before placing your order. Please refer to the sizing guide provided while placing your order. Please cross-check your submitted informations, such as Shipping Address details (address to which your ordered products will be shipped), Contact Number etc. you have entered before placing the order.
If You Have Received A Damaged Or Defective Product:
Please send us an email with subject line “Defective Order Received-[Insert Order ID]” to email@example.com within 3 days of receiving the parcel. Along with this e-mail, please provide us with your Order ID, pictures of the defective product received (from all sides), scanned copy of Warranty Card and the receipt followed by a detailed description of the defect so that we can solve your issue at the earliest.
Please note that the case of receiving a defective order, the Shipping charges for returning order is borne by Recolat. Please note that any claims of damage or defect in product after 3 days of receiving your order will not be eligible for Returns or Replacements or Refunds. If you purchase the mattress and only the cover is defective (and not the mattress), we will replace only the cover and not the entire mattress.
If You Have Received A Wrong Order:
Please send us an email with subject line “Incorrect Order Received-[Insert Order ID]” to firstname.lastname@example.org within 3 days of receiving the parcel. Along with this email please provide us with your Order ID, pictures of the product received (from all sides), scanned copy of Warranty Card and the receipt so that we can send you the correct order.
Please note that you have to return the received wrong order back for replacement by the correct order. Please note that any claims of wrong order received after 3 days of receiving your order will not be eligible for Returns or Replacements or Refunds. Shipping charges for returning a wrong order that was mistakenly send by us is borne by Recolat.
If You Have Ordered A Wrong Sized Mattress:
If by mistake you have ordered a wrong sized mattress and it is already delivered to you, we are happy to replace the mattress by the correct size mattress. All you have to do is to send us a mail at email@example.com with subject line “Wrong Mattress Size Ordered-[Insert Order ID]” to discuss and solve your issue. Along with this e-mail, please provide us with your Order ID, pictures of the product received (from all sides), scanned copy of Warranty Card and the receipt followed by a detailed description of the issue so that we can solve your issue as early as possible. If the claim is approved the Guidelines For Return Mail For Return and Replacement of Item and the mail address to which the received product has to be returned will be send to the customer via e-mail.
We will send the replacement mattress after receiving the wrong sized mattress back at our factory. Please note that the customer has to pay the difference amount if the price of replacement mattress is more than the returned mattress before receiving the replacement mattress. Similarly if the price of replacement mattress is less than the returned mattress, Recolat will refund the difference amount to the customer. Please note that in this case the Shipping Charges for returning the wrong sized mattress from the customer's location to Recolat's factory is borne by the customer. Please note that in this case, the Shipping Charges for dispatching your correct size mattress from Recolat's factory location to customer's location will be borne by the customer. Please note that this return facility will not be applicable for custom size mattresses that are manufactured based on the mattress size provided by the customer. Since the entire process is long, there are chances for delays in the delivery of new product. Hence we request our customers to double check the size of mattress before placing the order.
Steps After A Return And Replacement Claim Is Registered:
Upon receiving your email, Recolat's Customer Care Officer will assess your situation on a case by case basis.
If your claim is approved, the guidelines for returning the product for Replacement and the address to which your received products has to be returned will be send to you along our reply e-mail.
Recolat will send you a packing material and Waybill document for returning the product. Please pack your mattress or pillow and stick the Waybill on the packing material we have sent you.
Upon receiving the product, Recolat will inspect the product & confirm on Replacement status.
Returns and Replacement are not accepted if:
Please read the document Terms and Conditions for more details.