Returns Policy

1. OVERVIEW

At Contura, we offer returns for items within 30 days of receipt of shipment. Contura also offers a replacement service for all its products under its 10 year warranty coverage.

2. REFUND POLICY

All Contura products are eligible for a ‘30 day hassle free refund’ policy, subject to following conditions:

• Refund request should be initiated by the customer within 30 days from the date of delivery. The date of delivery will be verified by our third party logistics partner. Refund requests after 30 days from delivery will not be considered by Contura.
• The product must be undamaged and unharmed. If there is any damage on the product and the damage is attributable to the negligence of customer, then refund policy will not be applicable. However, if damage was attributable to the transit process and customer received the damaged product, refund will be initiated.
• Customer must submit the original receipt and supporting documents as proof of purchase at the time of reverse pick-up. The product must be adequately packaged so that there is no damage to the product in transit at the time of replacement.
• Our Quality Assurance department verifies the product quality thoroughly before dispatching every individual and bulk order. Scrutiny of bulk orders is even more rigorous to ensure that not even a single piece is faulty. Thus, if the product is part of a bulk purchase, then refund policy will not be applicable to individual units.
• Our 30 day hassle free refund policy is only applicable for first-time purchase. 

The refund amount will be processed to the customer’s credit card or bank account via online bank transfer within 7 working days, once the product is considered eligible for refund. Only 12% of the product cost will be deducted towards handling, while your refund is processed by Contura.

3. REPLACEMENT POLICY

Contura also offers a No Cost Replacement in addition to the refund service. Replacement of product is subject to the following conditions:

Within 30 days:

All Contura products are eligible for prompt and free replacement, if the request is generated within 30 days of delivery of product. A Contura product can be replaced if –

• Customer has received a defective or damaged product at the time of delivery. The product may have been defective during our manufacturing process or may have been damaged in transit.
• Customer has received incorrect product and had ordered for another product. 

Customer doesn’t have to bear any extra cost for this replacement.

From day 31 till 10 years of purchase:

Contura also offers a replacement service for all its products under its warranty coverage. Beyond the 30 day refund and return policies, Contura offers a replacement for products that–

• Have manufacturing defect in the memory foam, which is the primary constituent of our Sleep Science product range.
• Have a depression thicker than 20%, which is the natural depression developed in all types of memory foam products after repeated usage over 10 years.

Surface damage to fabrics is not covered under our 10 year replacement warranty.

4. RETURN PROCESS

You can follow the below mentioned steps to initiate a return process with Contura:

Step 1: Send a mail to Contura customer care at [email protected] in order to initiate the return request for the product delivered to you.

Step 2: The Customer Care Executive will guide you if further details about the product as well as photographic proof of damage is required to process the return request.

Step 3: Custom care team will confirm your return request if your product is considered eligible for return and refund. Detailed instructions about return shipment of the product will be shared with you.

Step 4: Customer will have to repackage the product and intimate Contura Customer Care, once the package is ready to be shipped. All the items received originally in the order must be packaged by the customer before initiating return.

Step 5: Contura will arrange the reverse pick up for the return product in coordination with our third party logistics partner.

Step 6: If the customer has requested for a replacement instead of just return, then Contura will dispatch your replacement product once the returned product is received by us and inspected for damage or defect. We will dispatch the replacement product to the original address registered by the customer at the time of purchase.

Step 7: If the customer is eligible for a refund, then the refund will be initiated upon receiving the returned product. Refund amount will be processed within 7 working days by Contura.