Refund Policy

You can return any product within 14 days of receiving the order, except under the following conditions:

  • If you have removed a label, opened a sealed package, or damaged the item;
  • For health protection or hygiene reasons, if used.
  • If the goods purchased have been made according to consumer specifications, as special measures;

If you have any questions, contact our customer support team via email

If you would like to return the product, please contact our support team and we will be happy to help you.

To return products from mainland Portugal, just follow these steps:

  • Pack the products you want to return in the properly closed packaging and stick the label on the box. (If you no longer have the box where you received the order, you can use another one for the return as long as it is possible to paste the return label visibly and do not damage the product during transport.)
  • Before returning, you should send an email to with the subject “Order return”, mentioning the name of the product you want to return and the reason for the return. (You must provide as detailed information as possible so that Planiflex – Indústria de Colchões can manage your return as soon as possible.
  • For large returns (mattress, sommier or headboard):
    You can request the collection or go to our headquarters Fonte dos Galegos, Estrada Nacional 1 / IC2, Km 251.5-E, 3850-525 BRANCA ALB – Portugal. For small returns (pillows): You must send by CTT / carrier with the address of the Fonte dos Galegos headquarters, Estrada Nacional 1 / IC2, Km 251.5-E, 3850-525 BRANCA ALB – Portugal.
  • Indicate your NIB if necessary. (If the order is paid with Multibanco, MBWay or Credit Card reference, you must indicate the NIB of the account you wish to be refunded to. Once the return process is confirmed, we will refund your money as soon as possible.)
  • Awaiting the communication from Planiflex – Indústria de Colchões if collection is scheduled for an address, you will receive an email notification with the details of the same.
    We will also contact you if:
    – the return is accepted, indicating that it will be refunded;
    – the return is not accepted, indicating the options.

If you have any questions, contact our customer support team at

To guarantee you an integrated shopping experience, we offer a customer support service that will help resolve all your questions.

In this sense, in order to have a question that you would like to be clarified, you should contact our support team on working days between 9am and 6pm to our email
Our team will do its best to respond to your message as soon as possible. In times of congestion of the channels, it can take up to 5 working days, however our team will give you the answer to your question.

Can the products be returned because of problems with transportation and assembly?

The customer has the right to return the purchased products whenever there is an anomaly on arrival caused by transportation or assembly (if included and made by Planiflex or subcontractor). Except if the assembly is at the customer’s expense, in this case we will not be able to assume this return.

When receiving the purchased product you must inspect it.

If the delivered item has anomalies caused by transport, when received, you must note the claim on the carrier’s delivery note or refuse to receive. If possible, take a picture and contact our customer support team

How to evaluate a product, delivery or shopping experience?

After ensuring 100% successful delivery of your order, we send an email where you can evaluate. In order to help improve our service and make your experience enriching.