Help and Support

Return and Exchanges

Return Policy Conditions

Please ensure that the item in question is sealed in its original packaging. Contact us within 14 days of receipt in order to discuss the specific details of our return policy further. Please remember that In order to be eligible for a return, certain conditions must be met:

  1. For hygienic reasons, the item in question must be unused, unopened and in its original packaging.
  2. Returns can only be considered if brought to our attention within 14 days of delivery. The delivery date is recorded as the date the item was delivered by the third-party shipping company’s system.
  3. Gift Cards, Promotional Items and Shipping costs are non-refundable. If you receive authorization to return an item, the cost of return shipping will be deducted from the total amount of the refund.
  4. Obasan cannot guarantee that we will receive the returned item(s) since we rely on third parties to process these shipments. If an item becomes lost in transit, Obasan cannot be held responsible for this loss. Please contact the shipping company for clarification and resolution.

How do I Return an Item?

  1. Contact Obasan Customer Service at returns@obasan.com to begin the return process.
  2. Once the specific criteria has been met, our Customer Service Representative will provide you with a return shipping label that must be affixed to the item in question. The cost for this return shipping will be communicated at this time and is based on your specific geographic location.
  3. Drop off the item at the approved third party shipping carrier location (Canada Post, Fed Ex, UPS etc.). Take note of the tracking number provided to you.
  4. Once the item is received and inspected at our facility, our Customer Service Representative will send an email notification stating the approval or rejection of the refund request.
  5. If approved, a refund will be processed and a credit will be applied to your original method of payment.
  6. If rejected, the items will be either returned to you at your location and cost or destroyed.

Exchanges

Obasan will replace items if they are deemed defective and/or damaged as a result of the manufacturing process. If you would like to discuss a product exchange, please contact us at returns@obasan.com and describe your concerns. A Customer Service Representative will help guide you through the process and answer your questions.

Obasan will allow a one-time comfort exchange after up to 180 days of sleeping on your new adult mattress however; we cannot take the mattresses back for hygienic reasons. Please contact our Customer Service Representative for more details.

If you have accidently ordered the wrong size, we ask that you follow the return process as listed above in its entirety and re-order the item in the desired size. This helps to ensure a smooth transaction of credit and debits on all accounts.

If the item was marked as a gift when purchased and was shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item was not marked as a gift when purchased, or the gift giver had the order shipped to them to give to you at a later date, we will send any refund to the gift-giver directly.

If you are approved to receive a refund but it has not appeared on your account, contact your credit card company first; it may take several days to one week before your refund is officially posted to your account.

If you have any additional questions or concerns, please feel free to contact us at returns@obasan.com.

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