Returns & Exchanges
We want every Cova Sleep order to arrive as expected. This page explains the general conditions for requesting a return or exchange and what to do if there is a problem with your order.
1. Returns & Exchanges Overview
Return and exchange requests are reviewed based on the type of product, the condition of the item, the reason for the request and the applicable product policy.
Customers should contact Cova Sleep as soon as possible after noticing a problem with an order.
2. Damaged or Defective Products
If your product arrives damaged or appears to have a manufacturing defect, contact our customer care team promptly.
You may be asked to provide:
- Your order number.
- Your name and contact details.
- Clear photos of the product.
- Photos of the packaging where relevant.
- A short description of the issue.
- Video evidence where reasonably required.
Once the issue has been reviewed, our team will advise you on the appropriate next step.
3. Incorrect Item Received
If you receive a product that is different from what you ordered, contact Cova Sleep customer care as soon as possible.
Do not unnecessarily use, damage or alter the product while the issue is being reviewed.
Once confirmed, Cova Sleep will advise you on the applicable exchange, replacement or other resolution.
4. Change of Mind
Change-of-mind returns may be subject to additional conditions depending on the product.
Products that have been opened, used, assembled, slept on or removed from protective packaging may not qualify for a change-of-mind return, especially where hygiene or product condition is affected.
5. Mattresses
Because mattresses are personal-use sleep products, returns may be subject to stricter conditions once the mattress has been opened, unpacked or used.
A mattress generally should not be considered returnable solely because the customer prefers a different firmness or comfort feel unless a specific comfort-trial policy has been provided with the product.
If your mattress has a qualifying manufacturing defect, the issue should instead be handled under the applicable warranty policy.
6. Pillows, Bedding & Personal-Use Products
For hygiene reasons, pillows, bedding and similar personal-use products may not be eligible for return once opened or used, except where the product is defective, damaged on arrival or incorrectly supplied.
Products should remain unused and in their original packaging where a return request is based on an ordering error or change of mind.
7. Items That May Not Be Eligible for Return
Subject to the circumstances of the order, return requests may not be accepted for:
- Products damaged after successful delivery.
- Products that have been misused or improperly handled.
- Mattresses or bedding showing stains, marks, odours or damage after use.
- Products altered, repaired or modified by the customer or a third party.
- Products returned without the required approval or return instructions.
- Products that cannot reasonably be resold because of their condition.
- Customised or specially ordered products where cancellation or return is not available.
8. How to Request a Return or Exchange
| Step 1 | Contact Cova Sleep customer care and explain the reason for the request. |
| Step 2 | Provide your order number and the customer details used when placing the order. |
| Step 3 | Provide photos, videos or other information requested by our team. |
| Step 4 | Wait for your request to be reviewed before returning or transporting the product. |
| Step 5 | If approved, follow the return, pickup or exchange instructions provided by Cova Sleep. |
9. Product Condition
Products approved for return should be kept in the best possible condition and, where applicable, returned with their original packaging, accessories and accompanying materials.
Cova Sleep may inspect the returned product before completing an exchange, replacement or refund.
10. Return Collection & Transport
Depending on the product and customer location, Cova Sleep may provide instructions for collection or return transportation.
Customers should not independently send large products such as mattresses to a location unless instructed to do so by our customer care team.
11. Return Delivery Charges
Responsibility for collection, transportation or redelivery charges may depend on the reason for the return.
Where Cova Sleep confirms that the wrong product was supplied or that an eligible product arrived with a qualifying defect, the applicable return arrangements will be communicated by our team.
For requests caused by customer preference, ordering error, incorrect size selection, unavailable recipient or another customer-related reason, additional delivery or collection charges may apply.
12. Exchanges
Where an exchange is approved, availability will depend on current stock.
If the replacement product costs more than the original item, the customer may be required to pay the difference before the exchange is completed.
If the replacement product costs less, any applicable adjustment will be handled according to the agreed resolution.
13. Refunds
Where a refund is approved, the method and timing of the refund will depend on the original payment method and the circumstances of the return.
Refund processing may begin only after the return has been approved and, where applicable, the product has been received and inspected.
14. Order Cancellation Before Dispatch
If you need to cancel an order, contact Cova Sleep as soon as possible.
If the order has not yet been dispatched or prepared for delivery, cancellation may be easier to process.
Once an order has already been dispatched, delivery or return charges may apply depending on the circumstances.
15. Refused Delivery
Customers should contact Cova Sleep before refusing delivery unless there is an obvious issue with the product or order.
If an order is refused because the customer changed their mind, selected the wrong item or was otherwise unable to accept an otherwise correct delivery, additional logistics charges may apply.
16. Warranty Claims vs Returns
A return request and a warranty claim are not always the same.
If a product develops a qualifying manufacturing issue after it has been received and used, the matter may need to be reviewed under the Cova Sleep Warranty Policy instead of the standard returns process.
For more information, please review our Warranty Information.
17. Final Assessment
Every return, exchange or product issue may require individual review based on the circumstances.
Approval of a request is subject to the condition of the product, available evidence, applicable product terms and the reason for the request.
Customers should always contact Cova Sleep customer care before taking action with a product they wish to return or exchange.
Need help with an order?
Contact Cova Sleep customer care with your order number and details of the issue. Our team will review your request and guide you through the next step.
Contact Customer Care