Returns & Refunds
RETURNS & REFUNDS
We want every OSTRE order to be handled clearly and fairly. If you experience an issue with your order, please contact our Customer Support team as soon as possible.
DAMAGED OR INCORRECT ITEMS
If your mattress arrives damaged, defective, or different from what you ordered, please contact us promptly and provide:
- Your order number and proof of purchase.
- Clear photos or videos of the mattress and packaging.
- A description of the issue.
- Photos of the product label where applicable.
Our team will review your case and advise you on the next steps.
CHANGE OF MIND
Mattresses are personal-use products. Returns due to change of mind, incorrect size selection, comfort preference or firmness preference may be subject to our applicable Returns & Refunds Policy.
Please review the product information, mattress size and firmness level carefully before placing your order.
RETURN CONDITION
Where a return is approved, the product must meet the applicable return conditions communicated by OSTRE. Products that are damaged, stained, soiled, altered or improperly handled after delivery may not be eligible for return.
REFUNDS
Approved refunds will be processed according to the original payment method and the applicable sales-channel or payment-provider procedures.
Processing times may vary depending on your bank, payment provider or marketplace.
MARKETPLACE ORDERS
For purchases made through Shopee, Lazada or TikTok Shop, return and refund requests may also be subject to the respective platform's procedures and applicable policies.
NEED HELP?
Contact OSTRE Customer Support with your order number and details of the issue, and our team will assist you.