Procedure in the event of a return
We at AM Quality Mattresses want to make sure that you are completely satisfied with your purchase and therefore offer you the opportunity to test your new mattress a 100-night trial sleep. If you are unhappy with your mattress there are several options available to you:
- Exchange for a different firmness level.
- Exchange for another mattress model.
- Complete return without alternative model. The amount you have paid will be refunded in full.
If you are unsure which mattress to replace your current one with, it makes sense to make an appointment with our sleep experts: Make an appointment.
1. return options: Exchange to a different firmness level, exchange to a different mattress model or complete return with full refund.
2. for returns, you can contact customer service by e-mail (order number and telephone number in the subject line), by telephone (Mon-Fri, 8:30-18:00) or via the online customer center contact.
3. the mattress should be packed in plastic foil, ideally in the original foil. Please keep the mattress cover when changing the firmness level.
4. after contacting us, the collection order will be forwarded to the forwarding agent, who will arrange a date for collection with you.
- By e-mail: Please contact us by e-mail (info@am-qualitaetsmatratzen.de) to our customer service. Please include your order number & phone number in the subject line to speed up the process
- By telephone: Call our customer service. You can reach us from Monday to Friday between 8:30 am - 6:00 pm on 0221 / 986 571 78.
- About the returns portal: You can also initiate your return via our online returns portal.
As mentioned at the beginning, you have various options if you are unhappy with your new mattress:
- Exchange for a different degree of hardness
- Exchange for another mattress model
- Complete return without alternative model
If you would like a different mattress model, you must order a new one yourself. Customer service can arrange a firmness level exchange for you. If you wish to make a full return without an alternative model, you will of course receive a full refund.
If you are unsure which mattress to replace your current one with, it makes sense to make an appointment with our sleep experts: Make an appointment.
It is best to pack the mattress in the plastic film supplied at the time. It does not have to be the original film, but it is important that the mattress is well protected so that the shipping company can take it away again.
If you are only changing the firmness level, please remove the mattress cover and keep it at home so that you can put it on the new core.
Our customer service will now forward the collection order and your telephone number to the shipping company. They will then contact you to arrange a suitable collection date.
Tip from customer service:
If you would like to replace your mattress with another one from us, it makes sense to arrange collection with the carrier so that your new mattress is already there at the time of collection.
Once you have agreed the date with the shipping company, make sure that your mattress is ready for collection.
Do you still have questions? Then please get in touch with us using the contact options above!
