Refund policy
Refund & Return Policy
Last updated: August 27, 2026
At Truform we want you to sleep on your topper before you decide whether it belongs in your bedroom. That is why every Truform Bamboo Mattress Topper is covered by our 100-Night Sleep Trial.
1. The 100-Night Sleep Trial
Your trial begins on the day your order is delivered, as recorded by the carrier's tracking information.
If you are not satisfied with your topper for any reason, contact us at thedreamingcase@gmail.com at any point during those 100 nights and we will make it right, either with a replacement or with a refund of the purchase price.
Please sleep on it for at least 21 nights first. A new sleep surface takes time to break in and your body takes time to adjust to it. For that reason, trial refund requests submitted before the 21st night may be asked to wait until the break-in period is complete. This condition does not apply to items that arrive damaged, defective, or incorrect — see Section 4.
The trial covers one order per household. Repeat trial claims on separate orders placed by the same customer, household, or shipping address may be declined.
2. How to Start a Return or Refund
Email thedreamingcase@gmail.com with:
- Your order number
- The reason for the request
- Photographs of the item and, where relevant, of the packaging and shipping label
We answer every request within 1–2 business days.
Do not ship anything back to us before you receive written return instructions. Items returned without an approved return authorisation cannot be matched to your order and may not be refunded.
Once your request is approved, we will tell you what to do next. Depending on the item, its condition, and your location, we may:
- send you a prepaid return label or QR code to drop the parcel off at a carrier point;
- arrange a collection; or
- confirm that no return is required and issue your refund directly.
Which of these applies is decided by Truform on a case-by-case basis and will always be confirmed to you in writing. You will never be asked to pay return shipping for an item that arrived damaged, defective, or incorrect.
3. Condition of Returned Items
To be eligible for a full refund under the sleep trial, the topper must be:
- clean, dry, and free of stains, odours, pet hair, or bodily fluids;
- not cut, torn, burned, or otherwise structurally damaged; and
- returned with any free or promotional items included in the original order.
We recommend using a fitted sheet over your topper for the duration of the trial.
Items returned in a condition that cannot be safely handled may receive a partial refund or be declined. We will always explain the reason in writing before any decision is final.
4. Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives. If the item is damaged, defective, or not what you ordered, contact us within 48 hours of delivery with photographs of the item and the packaging.
We will send a free replacement or issue a full refund, at your choice, at no cost to you. No return is required unless we specifically ask for one, in which case return shipping is on us.
5. Bundles and Free Items
Our 2 + 1 Free bundle is sold and priced as a single offer.
- If you return the entire bundle, you receive a full refund of the amount paid.
- If you keep part of the bundle and return the rest, the refund is calculated on the effective per-unit price of the bundle, not on the single-unit list price. The free topper carries no refund value on its own; if it is kept, its value is deducted from the refund.
- Free gifts and promotional add-ons must be returned with a full-bundle return, or their retail value will be deducted from the refund.
6. Non-Refundable Situations
We are unable to refund:
- requests made more than 100 nights after delivery;
- items damaged by misuse, accident, alteration, or improper care;
- items where the delivery address was entered incorrectly by the customer and the parcel was delivered as addressed (see our Shipping Policy);
- gift cards, where offered.
7. Refund Timing
Approved refunds are issued to the original payment method.
- When no return is required: within 2 business days of approval.
- When a return is required: within 5 business days of the carrier scanning your parcel.
Your bank or card issuer then needs a further 5–10 business days to post the funds to your account. That part is outside our control.
If more than 15 business days have passed since we confirmed your refund and you still do not see it, contact us at thedreamingcase@gmail.com and we will chase it with you.
8. Order Cancellations and Changes
Orders can be cancelled or amended free of charge within 12 hours of purchase, provided the order has not yet been handed to the carrier. After that point the order is already in the fulfilment system and must be handled as a return once it arrives.
9. Before You File a Chargeback
If something has gone wrong, please write to us first at thedreamingcase@gmail.com. Almost every issue — a late parcel, a damaged item, a change of mind — is resolved faster by email than by a bank dispute, and our 100-night trial means you do not need one to get your money back.
10. Your Statutory Rights
Nothing in this policy limits any right you have under the mandatory consumer protection laws of your country, state, or province of residence. Where those laws give you a stronger right than this policy does, that stronger right applies.
Customers in the United Kingdom: in addition to the trial above, you have a statutory right to cancel your order within 14 days of receiving your goods, without giving a reason. To exercise it, notify us at thedreamingcase@gmail.com before the 14 days expire. Where the statutory right is used rather than our sleep trial, the direct cost of returning the goods may be borne by you, and refunds are issued within 14 days of our receiving the goods back or of your proof of dispatch, whichever is earlier.
Customers in Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage, and to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
11. Contact
Truform Email: thedreamingcase@gmail.com We answer emails Monday to Friday, within 1–2 business days.