STEP-BY-STEP RETURNS

STEP 1:

MAKE SURE YOUR PRODUCT IS STILL SEALED IN IT’S ORIGINAL BAG AND THAT YOU ARE STILL WITHIN THE 14 DAYS AFTER DELIVERY OF YOUR PRODUCT.

STEP 2:

PLEASE CONTACT OUR CUSTOMER SERVICE DESK TO ENSURE THAT YOUR RETURN IS ELLIGIBLE. OUR CUSTOMER SERVICE REPRESANTIVES WILL THEN SEND YOU A RETURN LABEL BY EMAIL. (returns@obasan.ca)

STEP 3:

PLACE ITEM IN ORIGINAL SHIPPING BOX, SEAL BOX AND TAPE THE RETURN LABEL ON IT.

STEP 4:

IF ITEM WAS SHIPPED TO YOU VIA FEDEX, THEN BRING THE BOX TO THE CLOSEST FEDEX DROP OFF LOCATION. IF IT WAS SHIPPED VIA CANADA POST, PLEASE DROP OFF THE BOX AT YOUR CLOSEST CANADA POST LOCATION.

STEP 5:

OBASAN WILL INSPECT THE PACKAGE AND IF THE PRODUCT IS STILL IN PERFECT CONDITION, WE WILL ISSUE A REFUND.

RETURN POLICY

Our Return Policy is valid for 14 days upon delivery of your item. The delivery date is marked as the day the package was delivered in the shipping company’s system.

If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

For sanitary purposes, if the package has been opened, it automatically voids the return policy.

Before returning your item, you must go through the return process. We will provide you with a return label to return the item, which you will have to stick on the box. You will then have to drop off the package at a Canada Post or Fedex location (has to be the same courier as we used to send you’re the package initially).

**Please note that all of the return steps have to be completed in order for us to reimburse the product returned.

** Please note that a shipping cost for returns will be charged based on your location and the items to be returned. The cost will be shown to you when you go through the return process.

Non-returnable items:

Gift cards

Acadia Mattresses (we can do a free, one time comfort exchange after 30 days of sleeping on your new mattress but we do not take the mattresses back due to sanitary purposes).

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within the week following the reception of the approval email.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company; it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at returns@obasan.ca.

Promotional items and product on promotion (if applicable)

Only regular priced items may be refunded, unfortunately promotional items or products on promotion cannot be refunded.

Exchanges (if applicable)

We only replace products if they are defective or damaged. If you need to exchange it for the same item, send us an email at returns@obasan.ca to let us know about your issue and our customer service representative will help you.

If you have ordered the wrong size for you item, you will have to go through the refund process and re order the product in the right size again.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll 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 wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and not to you directly.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund

We don’t guarantee that we will receive your returned item(s). If the item is lost in transit, Obasan will not be responsible for damages.