Refund policy

We want you to love your Aella Bed, but we understand that sometimes returns are necessary.

To ensure a smooth process, please review our return guidelines below.

 

1. 60-Night Comfort Guarantee (Change of Mind Returns)

We offer a Risk-Free 60-Night Comfort Guarantee because we believe in the quality and comfort of our beds.

However, to be eligible for a return under this guarantee, the following conditions apply:

  • The bed must be in like-new condition – free from damage, stains, pet hair, or odours.
  • The product must be returned in its original vacuum-sealed and compressed packaging.
  • Returns under this guarantee are eligible for store credit only (not refunds).
  • Return shipping costs are the responsibility of the customer.

If the bed does not meet these conditions, the return may be rejected or subject to a restocking fee.

2. Faulty or Defective Products

If your product is faulty, defective, or does not perform as expected, you are entitled to a repair, replacement, or refund.

  • If the issue is minor, we will first attempt to repair or replace the product.
  • If the issue is major, you may choose between a refund, replacement, or repair.

For faulty product claims, please contact us immediately at sales@aellabed.com with photos and a description of the issue.

3. Standard Returns (Unused Products)

We accept change of mind returns on unused products within 14 days of receiving your order, provided that:

  • The product is unopened, unused, and in original vacuum-sealed packaging.
  • The item is in original condition, free from any wear or damage.
  • The return is initiated within 14 days of receiving your order.

Returns that do not meet these conditions may not be eligible for a refund or may be subject to a restocking fee.

4. Return Process

To initiate a return, please follow these steps:

  1. Contact us within 14 days of receiving your order at sales@aellabed.com  with your order details.
  2. We will review your request and provide return instructions.
  3. Once we receive and inspect your return, we will notify you of approval or rejection.
  4. If approved, your store credit or refund (if applicable) will be processed within 10 business days.

5. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns on:

  • Opened or used products.
  • Sale items or gift cards.
  • Items that are not in their original vacuum-sealed and compressed packaging.

6. Exchanges

We do not offer direct exchanges. If you need a different size or product, please return your original item (if eligible), and place a new order separately.

7. Refunds

  • Refunds will only be issued for faulty or defective products as per ACL regulations.
  • For change of mind returns, store credit will be issued if the return is approved.
  • If approved, refunds will be processed back to the original payment method within 10 business days.
  • If more than 15 business days have passed since approval and you have not received your refund, please contact us at sales@aellabed.com.