Returns are accepted as long as the item has been unopened and it is in within 14 days of receiving your item. Refunds are on the purchase price only. No delivery costs will be refunded.
Return shipping fees are not refundable. Return shipping fees will be calculated at the time of the product return based on your location, size and weight of the product. The shipping return fee will be paid by the customer. Return shipping is not free and shipping fees are not refundable.
Goods must be sealed within their packaging and we can offer a refund or exchange based on the conditions below.
IMPORTANT NOTE - please check compatibility prior to purchase: if you're uncertain whether this Milari Green Baby Mattress is suitable for your cot, please locate the warning label on the cot's base board; this should state a recommended mattress size. We also strongly encourage you to manually measure the internal space of your cot to avoid purchasing the wrong size. Due to hygienic reasons, we do not accept returns or exchanges for mattress products that have already been opened from their packaging. Therefore, please ensure you check compatibility prior to purchasing.
Does the mattress have a smell?
Yes, latex does have a smell. Our products contain organics and natural materials and have a natural vanilla like-smell when you first open the mattress or pillow. This is a result of organic materials that are vacuum sealed within the packaging just after the mattress is made and are not harmful in any way. The natural smell is a mix of wool and latex. We do not use any deodorisers or fragrances. The smell is not a reason for a return.
Can I return the product if I don't like the smell?
Unfortunately, we do not accept return for smell preferences. In short Latex does have a smell and 99% of our customer like it or don’t even notice the smell of natural latex. However, a small percentage of clients don’t like it. Unfortunately, the smell is not a reason for a return. We do not refund or return products based on smell preferences, if you do not like the smell of the product, please follow the airing out process on the FAQ page.
Returns on the unopened products.
We are unable to accept returns on any custom sized products because you have ordered these specifically and they cannot be resold. Therefore please take great care and follow the instructions about what to measure before ordering.
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.
To complete your return, we require a receipt or proof of purchase.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error will not be refunded.
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 status 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 5-7 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account to begin with.
The next step is to 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
Exchanges (if applicable)
We are happy to replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org