Refund policy

Our Commitment to You: Hassle-Free Returns

At Cool Gel, your comfort is our top priority. We believe in the quality of our products, and we understand the importance of finding the perfect mattress for restful nights. That's why we've designed our return policy to be straightforward and customer-friendly, giving you peace of mind with every purchase.

We have different return policies based on the condition of the product:

  1. Opened Mattress Returns: We offer a 100-day return policy from the order date for mattresses that have been expanded and used. To be eligible for a return, the mattress should only show standard wear and tear. The determination of acceptable wear and tear is at the discretion of a Cool Gel representative.

  2. Unexpanded Mattress Returns: You have 30 days from the order date to submit a return request for unexpanded mattresses, such as when you order the wrong size.

To initiate a return, please visit our Returns Center and fill out the returns form. If your return is accepted, we'll provide further instructions. Please note that items sent back to us without a prior return request through our Returns Center will not be accepted.

Damages and Issues: Please inspect your mattress upon delivery. Contact us immediately if it's defective, damaged, or if you've received the wrong item. We'll evaluate the issue and address it promptly.

Exceptions / Non-returnable Items: We cannot accept returns on items that have faced excessive wear and tear beyond standard usage. Any concerns regarding specific items should be discussed with our support team.

Exchanges: If you need a different size or type of mattress, it's quickest to initiate a return for the current item, and once the return is accepted, make a separate purchase for the new item.

Refunds: Once we receive and inspect your returned mattress, we'll inform you about the approval or rejection of your refund. If approved, the refund will be processed, and a credit will be applied to your original payment method within 10 business days. If over 15 business days have passed since we approved your refund and you haven’t received it, please contact us at claims@coolgel.com.