Refund policy

Our return policy applies only to products purchased directly from MFC Latex Canada, either through our online store or directly from our factory. Products purchased through an authorized third-party retailer are subject to the return and exchange policies of the original place of purchase.

Returns & Refunds

All returns are subject to a 20% restocking and recycling fee.

To be eligible for a refund, you must contact MFC Latex Canada by email to obtain a Return Authorization (RA) number within 45 days of the order date shown on your invoice. Returns received without an RA number will be refused.

All products must be returned in like-new condition, appropriately packaged and boxed when shipping is required, and free from damage. We reserve the right to refuse a refund for products that are damaged, improperly packaged or show signs of abuse. All sales are final after 45 days.

All return shipping charges, including any mattress removal costs, are the responsibility of the purchaser. Once the returned goods have been received and inspected, we will issue a refund to the original payment method within 5 business days, less the 20% restocking and recycling fee and any applicable shipping charges.

Please allow additional time for your financial institution to process the refund. Shopify typically requires 1–3 business days to process a refund, followed by approximately 5–10 business days for the credit card company to return the funds to your account.

Products marked as clearance, floor model, as-is, closeout or final sale cannot be returned, refunded, cancelled or exchanged. Custom orders are also final sale.

Cancellations

Orders may be cancelled before shipping for a full refund, provided the order is not a custom order, clearance item, floor model, as-is product or final-sale item and the request is made within 45 days of the order date.

If more than 45 days have passed, the 20% restocking fee will apply.

Orders changed or cancelled after they have shipped are subject to a 20% restocking fee. Once an order is in transit, we cannot guarantee that the shipment can be recalled.

We cannot void completed transactions. If an order is placed and then promptly cancelled, the refund may still take approximately 10–15 business days to appear on your account. Payment processing times are controlled by the payment processor and your financial institution.

Exchanges

Exchanges are subject to the terms of this Return Policy, except for qualifying Presto Customizable Mattresses covered by our Make It Right Layer Exchange Program.

For standard product exchanges, the replacement item will not be shipped until the original item has been returned and received by MFC Latex Canada.

Products marked as clearance, floor model, as-is, closeout or final sale cannot be exchanged. Custom orders are also not eligible for exchange.

Damaged & Defective Items

If your order arrives damaged, please contact MFC Latex Canada promptly and provide detailed photographs of the damage. Any obvious freight damage should also be reported to the carrier at the time of delivery.

If you believe a product is defective, please contact us with photographs and a description of the issue within 5 business days of receiving your order. We may request additional photographs or information to assess the claim.

Comfort or firmness preferences, minor size variations, naturally occurring odours and superficial imperfections in latex are not considered defects.

Products confirmed by MFC Latex Canada to be damaged or defective will be repaired or replaced at no charge to the purchaser. Whenever practical, we will replace only the affected component rather than the complete product. For example, if a mattress cover is damaged but the mattress components are unaffected, we may provide a replacement cover rather than replacing the entire mattress.

An approved damage or defect claim entitles the purchaser to repair or replacement of the affected product or component. It does not automatically qualify the product for a refund.

Any product returned for a refund remains subject to the terms, fees and conditions of this Return Policy.