Refund policy



Returns and Refunds.

Every item is made to order. We will only accept a return of the products for a refund of your purchase price, including the original shipping and handling costs, provided such return is made within 3 days of purchase with valid proof of purchase and provided such products are returned in their original condition (products must be unused, unlaundered, undamaged, in original packaging). We reserve the right to refuse a refund request if it does not comply with our policy. We will accept an exchange for a defective in materials and workmanship product, in accordance to the manufacturer's warranty guidelines.

    You are responsible for all shipping and handling charges on returned items. You bear the risk of loss during shipment.  

    Refunds are processed within approximately two weeks of our receipt of your merchandise. Your refund will be credited back to the same payment method used to make the original purchase on the Site. WE OFFER NO REFUNDS ON ANY PRODUCTS DESIGNATED ON THIS SITE AS NON-RETURNABLE (sailing jackets, holiday spa bundles etc)

    For defective returns, please refer to the manufacturer's warranty included with the product or as detailed in the product's description on our Site.

     

    Warranty
    The warranty is limited and covers manufacturers' defects. It also covers major depression of more than 1" (any depression less than 1" can develop with usage over time and will not affect the quality of sleep).
    A warranty claim has to be approved by the manufacturer's quality department.
    Mattress has a 20 year warranty as follows:
    100% replacement for the first 5 years.
    25% discount to replace in years 6 to 11.
    20% discount to replace in years 12 to 20.
    Topper has a 12 year warranty as follows:
    100% replacement for the first 3 years.
    25% discount to replace in years 4 to 7.
    20% discount to replace in years 8 to 12.
    Customer is responsible for all relevant shipping and delivery charges for a warranty replacement. If item is replaced/exchanged for a lower priced item, a gift card will be granted for the remaining balance. 

    Maintenance tips
    The mattress can be rotated approximately every six months so that the top portion where the headboard is takes the place of the bottom portion (footboard). In double mattresses the seam of the internal covers must always face upward.
    The topper can be flipped or rotated as well.  The mattress and topper jacket come with a zipper, is washable at 40 C, no spin dry, hang dry only. Organic dry clean is preferable. The mattress must not be exposed to the sun without the cover because sunlight causes natural latex to depolymerize and decompose. We recommend the use of a cotton mattress protector to protect it from water, sweat, or any other liquid. If it must be stored, it is highly recommended to keep the transportation bags that are provided on the day of the delivery. Place it on one of its long sides (horizontally and evenly never on the side) . Never place the mattress upright, on its short side, because it wears out the materials.

    LINEN & TOWELS
    Our linen and towels are made with natural cotton. Wash linen & towels with cold or warm water on gentle cycle to avoid excessive shrinkage and wrinkling. Do not use fabric softeners or bleach. Tumble dry half way with warm heat, until linens are slightly damp and remove promptly.
    Do not overload the washer or dryer when washing, it will create wrinkles. Overdying can destroy the natural fibers and will lead to wrinkles that will not iron. We recommend washing linens and towels before first use.

    GOOSE DOWN

    When you first unpack your goose down duvet or pillows it may seem flat from shipping. Give it a couple of days and it will puff up. Refrain from sitting on your duvet. If you wish to store it, pack it loosely and use a fabric bag.  

    Protect your duvet by always using it with a duvet cover – the duvet cover should be washed once or twice a month depending on if you use a flat sheet or not. This will keep your duvet clean, and it will only need to be washed if it has been soiled.  Rotate your duvet when you change your duvet cover to ensure even wear. We recommend organic dry clean for goose down duvets & pillows. 

    NATURAL LATEX PILLOWS

    Latex pillows are firmer and heavier than goose down.

    Do not wash or dry clean latex pillows, they will lose their shape and elasticity. We recommend the use of a washable cotton pillow protector to keep your latex pillow clean.

    If you have any questions please email us at sleep.system@equinox-hotels.com

    Manufacturer's Warranty and Disclaimers. We do not manufacture or control any of the products or services offered on our Site. The availability of products or services through our Site does not indicate an affiliation with or endorsement of any product, service or manufacturer. Accordingly, we do not provide any warranties with respect to the products or services offered on our Site. However, the products and services offered on our Site are covered by the manufacturer's warranty as detailed in the product's description on our Site and included with the product. To obtain warranty service for defective products, please follow the instructions included in the manufacturer's warranty. 

      ALL PRODUCTS AND SERVICES OFFERED ON THIS SITE ARE PROVIDED “AS IS” WITHOUT ANY WARRANTY WHATSOEVER, INCLUDING, WITHOUT LIMITATION, ANY (A) WARRANTY OF MERCHANTABILITY; (B) WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE; OR (C) WARRANTY AGAINST INFRINGEMENT OF INTELLECTUAL PROPERTY RIGHTS OF A THIRD PARTY; WHETHER EXPRESS OR IMPLIED BY LAW, COURSE OF DEALING, COURSE OF PERFORMANCE, USAGE OF TRADE, OR OTHERWISE. 

      SOME JURISDICTIONS LIMIT OR DO NOT ALLOW THE DISCLAIMER OF IMPLIED OR OTHER WARRANTIES SO THE ABOVE DISCLAIMER MAY NOT APPLY TO YOU. 

      YOU AFFIRM THAT WE SHALL NOT BE LIABLE, UNDER ANY CIRCUMSTANCES, FOR ANY BREACH OF WARRANTY CLAIMS OR FOR ANY DAMAGES ARISING OUT OF THE MANUFACTURER'S FAILURE TO HONOR ITS WARRANTY OBLIGATIONS TO YOU.