Return Policy

Our return policy only applies to products purchased directly through our online store - www.naturesembracelatex.com or at our Delta factory. Any items purchased through an authorized third-party will be subject to the return and exchange policy of the place of purchase.

Returns and Refunds

Due to the hygienic nature of our products, all returns will be subject to a 15% recycling fee. Bedding products cannot be re-used for sanitary reasons and must be recycled.

You must contact Nature’s Embrace by email (info@nelatex.com) to obtain a Return Authorization (RA) number within 45 days of the order date listed on the invoice to be eligible for a refund. We will refuse any return shipments that aren’t accompanied by a RA number. All items must be returned to us in like new condition, packaged appropriately and free of any damage. We reserve the right to refuse refunds on damaged items that appear to have been abused. All sales are final after 45 days.

All return shipping charges are the responsibility of the purchaser. We will issue the refund (minus the recycling fee and any applicable return shipping charges) to the original payment method within 10 business days of receiving the returned goods.

Any item marked as "clearance", "floor model", “as is”, "closeout", "final sale" are final sales and can not be refunded, cancelled, or exchanged. All custom orders are also final sales. 

Cancellations

Any order except custom orders and those marked as "clearance", "floor model", “as is”, "final sale" can be cancelled prior to shipping for a full refund unless 45 days have passed. If 45 days have passed a 15% re-stocking fee will apply. The customer is responsible for all shipping charges if the order is cancelled or changed while in transit.

Exchanges

Exchanges will be subject to the terms of Return Policy except in the case of our 120 Day Layer Exchange Program included with the purchase of any Hevean, Unison or DIY series mattress.

Any item marked as "clearance", "floor model", “as is”, "closeout", "final sale" are final sales and can not be exchanged. All custom orders can not be exchanged. 

Damaged and Defective Items

Please send detailed pictures of any item that is damaged upon arrival to info@nelatex.com Any obvious freight damage should be noted with the shipping company at the time of delivery.

If you believe an item is defective, please email us pictures and a description of the defect(s) within 5 business days of receiving the product. Comfort or firmness preferences, minor size discrepancies, naturally occurring latex odours, and superficial imperfections in the latex are not considered defects. During the claim process we may require additional pictures to determine the next course of action. All items confirmed and approved as defective by Nature’s Embrace will be replaced at no charge to you.

An approved Damage and/or Defect claim only entitles the purchaser to a no charge replacement. Whenever possible we will replace individual pieces rather than the entire item. For example, if only the Mattress Cover is damaged and everything else is fine with the Mattress we will send a new Mattress Cover and not an entire new Mattress. Any item being returned for a refund will be subject to the refund policy found in our Return Policy.