Procedure in the event of a return of the mattress
At AM Quality Mattresses, we want you to be completely satisfied with your purchase. That's why we offer you the chance to test your new mattress to test it risk-free for 100 nights.
If the mattress does not suit you, you have the following options:
- Exchange into a different degree of hardness
- Exchange into a other model
- One Complete return with full refund
If you are unsure which mattress might suit you better, we recommend a personal consultation with our sleep experts. Simply give us a call or book a free consultation appointment. Book an appointment online now.
1. Contact our customer service
No matter which option you choose – the first step is to contact our customer service. The following options are available for this:
- By email: Send an email to info@am-qualitaetsmatratzen.de. Please include your order number in the subject line so that we can process your request more quickly.
- By phone: Call us at 0221 / 986 571 78
- Via live chat or WhatsApp: Use the contact functions on our website.
Via the returns portal: You can also make your return directly via our online returns portal directly.
2. Your return options in detail
- Exchange for a different firmness level: Our customer service team will be happy to arrange this for you. Simply let us know whether you prefer a softer or firmer lying sensation and we will exchange the core of the mattress accordingly.
- Change to another model: Feel free to take advantage of the advice from our sleep experts. If you decide on a different mattress, you can simply order the new item separately and return the previous one.
- Return without replacement: Don't want to test another mattress? No problem - we will take the product back and refund you the full purchase price.
3. how to repack the mattress
If possible, pack the mattress in the plastic film supplied. If this is no longer available, you can also use another sturdy protective film. It is important that the mattress is well packed so that the shipping company can collect it without any problems.
Important: If you are returning the complete mattress, please ensure that the cover cover is packed in the foil together with the mattress core. together with the mattress core. Please do not hand over the cover separately separately to the forwarding agent.
Note when changing the firmness level:
If you only change the mattress core, please keep the cover with you and remove it before collecting it. You can then simply put it on the new core.
4. Arranging a collection appointment
Our customer service team will work with you to agree a preferred collection date. We will then hand over the order and your telephone number to the forwarding agent, who will take care of collecting your mattress on the day of collection.
Tip from customer service:
If you are receiving a new mattress in exchange, it is advisable to plan the collection so that the new mattress is already on site when the old one is collected. This will help you avoid a sleepless night.
5. collection of the mattress
Please ensure that your mattress is ready for collection on the agreed date. ready for collection well packed and accessible for the shipping company. They will collect the mattress from the kerbside.
Any questions?
Our team is here to help! Simply use one of the contact options mentioned above – we will provide quick and straightforward assistance.
