Refund policy

At Springwel, we strive to offer our customers the best shopping experience to enhance their comfort and lifestyle.
Please note that opened or used products cannot be returned or refunded, as they cannot be resold for hygiene and quality reasons.

For all other scenarios, our policy is outlined below.

1. Refund Policy

  • Springwel is not responsible for any damage after the delivery of the products.
  • An unboxing video is mandatory with the original packaging in case of claims on missing items / damaged / incorrect product, which has to be made.
  • In case of a refund to be claimed, kindly contact our customer care or write to us on info@springwel.com or crmteam@springwel.com with the necessary images and videos related to your claim with subject line “Refund For ”.
  • In case of a package being tampered / damaged / defected, kindly refuse to accept the package from the delivery partner on the spot.
  • Contact the customer care team if the order is marked as delivered and is not received by the customer within 3 days of the product being marked delivered. No claims shall be entertained after this period.
  • The amount of refund does not include the delivery charge as they are non-refundable by delivery partners.
  • Any refunds shall be initiated to the bank account provided by the customer in the above manner within 4-7 working days.
  • A claim of refund should be made within 48 hours of order delivery with the aforementioned details. 
  • If accepted, your refund may take up to 15 days to be credited from the day of refund acceptance by Springwel.
  • Springwel can provide all the details with relevant screenshots along with the transaction id once the refund is initiated, if requested by the customer.

2. Return Policy

  • In cases of incorrect/ damaged/ missing product delivery, a refund / exchange can be initiated after a thorough verification as per the refund policy.
  • Actual product dimensions may vary by up to ±0.5 inches due to manufacturing tolerances than the sizes mentioned on the website.
  • We kindly request our customers to place orders only after taking accurate bed measurements, as product dimensions may vary by up to ±0.5 inches due to manufacturing tolerances.
    If the delivered product does not fit your bed and you wish to exchange it for a different size, a standard exchange fee of ₹2,000 per Unit will be applicable.

2.1 Cancellation Policy

  • Cancellation of orders can be processed before their dispatch from the warehouses only. A gateway charge of 2.5% shall be levied against your order for cancellation.
  • A refund for paid orders shall be credited to the original payment account within 15 days of cancellation acceptance.
  • Orders can be cancelled free of charge before they are shipped from our warehouse.
  • For cancellations after the order has been shipped, a standard logistics fee of ₹2,000 per unit will be deducted from the refund amount.

3. Product-Wise Warranty Coverage

3.1 Fiber Pillow

  • Warranty Duration: 3 months
  • Covers: Fiber sagging > 1 inch
  • Excludes: Misuse, stains, fabric tears, improper washing, and normal wear.

3.2 Mattress Protector

  • Warranty Duration: 30 washes or 3 months (whichever occurs first)
  • Covers: Open stitching, waterproof layer failure
  • Excludes: Bleaching, ironing, hot-wash damage, improper care.

3.3 Travel Mat

  • Warranty Duration: 3 Month
  • Covers: Open stitching, foam sagging < 0.5 cm
  • Excludes: Burns, stains, deformation due to misuse.

3.4 Tri-Fold Mattress

  • Warranty Duration: 1 years
  • Covers: Manufacturing defects as per Springwel mattress policy
  • Excludes: Fabric wear, stains, moisture damage, improper storage.

3.5 Rollaway Bed

Mattress

  • Warranty: 1 years
  • Covers: Structural defects, sagging per mattress warranty standards

Metal Frame

  • Warranty: 6 months
  • Covers: Rust due to manufacturing defects, weld failures
  • Excludes: Rust from moisture exposure, overload damage, wheel damage due to mishandling.

3.6 Foam Pillow

  • Warranty Duration: 3 months
  • Covers: Foam sagging > 1 inch
  • Excludes: Moisture impact, external pressure marks, improper use.

3.7 Comforter

  • Warranty Duration: 3 months
  • Covers: Fiber sagging >1 inch, stitching defects
  • Excludes: Washing damage, chemical exposure, routine use deterioration.

4. Warranty Claim Process

Customers seeking warranty support must follow these steps:

  1. Register a Claim
    Contact Springwel Customer Support within the warranty period.
  2. Submit Required Information
    • Invoice copy
    • Photos/videos clearly showing the issue
    • Order ID and delivery date
  3. Inspection & Verification
    Springwel will perform a digital or physical evaluation to confirm eligibility.
  4. Resolution
    Approved cases may receive:
    • Replacement of product / defective components
    • Repair of defective components
    • Exchange on pro-rated adjustments (for products with long-term warranties)

5. Warranty Exclusions

Warranty does not cover:

  • Misuse, mishandling, or rough usage
  • Stains, cuts, burns, liquid damage
  • Damage due to moisture exposure or improper cleaning
  • Unauthorized repairs, alterations, or modifications

Replacement Policy

1. Mandatory Unboxing Video Requirement

A valid unboxing video is mandatory for all replacement requests. The video must clearly show:

  • The parcel being opened from the beginning
  • Product condition immediately upon opening
  • Any visible defect, damage, or missing component

Replacement claims without an unboxing video cannot be processed.

2. 2-Day Replacement Request Window

Eligible replacement requests must be raised within 2 days of delivery for:

  • Damaged product
  • Manufacturing defects noticed at the time of unboxing
  • Wrong product delivered
  • Missing parts or accessories

Photos/videos must accompany the unboxing video for verification.

3. Replacement Conditions & Limitations

  • Replacement is issued only after Springwel Quality Team approval.
  • Product must be returned in original packaging with tags and invoice.
  • No refunds—only replacement for approved cases.
  • Damage arising after delivery due to mishandling or misuse is not covered.


FAQ’s

After acceptance of cancellation/refund how long would it take to receive back my funds?

  • Refunds for paid orders shall be credited to the original payment account within 15 days of cancellation acceptance.
  • Springwel can provide all the details with relevant screenshots along with the transaction id once the refund is initiated, if requested by the customer.

Does the policy cover opened/used products?

  • No, the policy does not cover products which have been opened/used. The policy only covers orders having damaged/ incorrect or missing items.

How can I cancel my order in case I placed it by mistake?

  • For orders placed by mistake, you can always cancel those orders yourself on the checkout order confirmation page within the first few hours, also you can reach out to  customer care or write to us on info@springwel.com or crmteam@springwel.com.