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Thinking about getting a mattress from Awara and wondering how its warranty coverage works? We did a deep dive on the Awara mattress warranty terms and conditions and read everything so you don’t have to. Here’s what you need to do if you find defects in your new mattress.
How the Awara mattress warranty works
Here’s what you get with the Awara mattress warranty:
- Coverage against preexisting defects in the mattress
- Protection against sagging
- The coverage lasts as long as the first owner owns the mattress (with some exclusions)
Read our Awara mattress review for more details about the brand.
The Awara mattress warranty works exactly the same as the Nectar mattress warranty. And the DreamCloud warranty. This is because they are all owned by the same parent company, Resident.
Now, Awara does use better materials than Nectar and many other brands out there. They do make safe mattresses, but there’s more to it than just materials.
When I say that those three brands have the same warranty, I mean the warranty that has you covered for decades, where you can get your mattress replaced or repaired for as long as you own it.
The downside?
It’s the same notorious customer support and the same business practices that thousands of people complain about.
People have claimed that it’s hard to get them to respond after you’ve made a purchase and that they’re deceptive about the quality of materials.
Speaking of deception, the owner of Resident was sued (more than once) over false claims that the mattresses are made in the US. Read our Nectar mattress lawsuit article for more details.
Which is too bad, because I really like to support mattresses made of natural materials. Turns out, there are better mattresses with a lifetime warranty.
Still, it doesn’t mean your “Forever” warranty won’t be honored. It might be your lucky day and everything might go well.
Mattresses bought from Amazon need to be disputed through Amazon, and if you buy an Awara at Mattress Firm, you should check out the Mattress Firm warranty.
If you bought an Awara extended warranty, you’ll have to file a claim through Extend.
So, let’s take a look at the details of the Awara mattress warranty if you buy it from Awara directly or from one of their approved retailers.
What’s covered
The defects covered under the warranty are:
- indentations or sagging greater than 1.5″, provided that the mattress was used on a proper foundation or a bed base at all times,
- any structural defects that cause the foam to degrade, split, or crack,
- any manufacturing defect in the mattress cover.
The only person who can make a warranty claim is the original purchaser.
If you gift the mattress, it voids the warranty.
So, the Awara mattress warranty only covers the person who bought the mattress personally from Awara or from one of their authorized retailers.
Once another person takes over the mattress, he or she agrees to accept the mattress with any and all faults.
If you get Awara to repair or replace your mattress, it will be under the same warranty as the original mattress.
This means that the warranty start date is still the date when you bought your first Awara mattress.
Terms and conditions
Awara is a mattress brand that comes with a free trial.
The company offers a 1-year free trial period, but you do need to allow 30 days to pass while you’re trying it out before you can initiate a mattress return.
It is your responsibility to save and show proof of original purchase. You may also need to provide photos of any damage if an Awara representative asks you to submit them.
You are responsible for making sure you don’t do anything that would void the warranty.
Keep the mattress clean, don’t damage it, and use a foundation supportive enough to hold the mattress and your body weight.
As for the returns, I haven’t found any instances where people said that Awara representatives or their partners showed up to pick up the unwanted mattress.
On the website, they say that their “Sleep Concierge will work with you throughout the process and coordinate the most convenient way for your Awara mattress to be donated or disposed of locally.”
This pretty much means that you’re responsible for removing the mattress.
Finally, for mattresses older than 10 years, you’ll have to pay $50 both ways unless Awara determines there really is a defect.
Exclusions
Here’s what the warranty does not cover (and doing some of the following will void the warranty):
- any mattress whose cover was removed for any reason (mattress cover removal voids the warranty),
- any damage due to environmental causes,
- any mattress that has been a subject of misuse, neglect, accident, or used in a way that goes against Awara instructions,
- the normal increase in the foam softness (mattress break-in),
- comfort preference,
- any damage such as burns, cuts, tears, spills, or stains (you can get coverage protecting you against this if you pay extra – that’s the extended warranty described below),
- any mattress bought second-hand, whether it was from an individual or a store. Includes any mattresses sold “as-is”, “preconditioned”, “previously owned” or any other words indicating that you’re not the first owner.
- any mattress outside of the 50 states. If you move to Mexico and bring your mattress, you can’t file a warranty claim.
Warranty remedy
When you make a warranty claim and Awara confirms that there are construction or manufacturing defects, Awara will replace your mattress with a brand new one of equal or greater value for the first ten years of ownership.
You don’t need to pay anything, including shipping.
After the initial ten years, Awara might either repair, re-cover, or replace your mattress.
You’ll have to pay for transportation ($50 each way), but this charge will be waived if Awara confirms that the defects do exist.
How long does the Awara warranty last?
It’s called “Forever Warranty” because they will keep repairing and replacing the mattress for however long the first owner lives and owns the Awara mattress.
Sounds a bit too good to be true, right?
That’s because it is.
If a single stain voids your warranty, then the Awara mattress warranty lasts for as long as you don’t sweat in sleep and create yellow stains on the mattress.
But let’s say you purchase the extended warranty. You paid extra and you’re protected against stains. The extended warranty is only valid for 10 years, so even if your Awara mattress survives that long, it will likely have developed some sort of damage that would void your Forever warranty.
How to make an Awara warranty claim
You can contact Awara to make a warranty claim via:
- Physical address:
Resident Home, LLC
Awara Sleep
100 Logistics Avenue
Jeffersonville, IN 47130 - Phone: +1 (855) 580-1382
- E-Mail: support@awarasleep.com
- Awara 24/7 live chat
I’d recommend starting with the live chat because you’ll instantly get a hold of someone, and it’s the quickest way to start a claim if your Awara is not the right mattress for you.
Awara Extended Warranty
You can cover any accidental damage (common issues such as pet accidents like cat urine on your mattress, spills, etc.) with a special warranty through Extend.
Extend is a third-party coverage system that ensures you get a lot more than the original manufacturer’s mattress warranty.
Prices and features apparently depend on the mattress model and size, so your price could be anywhere from under $100 to over $200.
Awara Extend 10-Year Accident Protection Plan covers:
- manufacturer’s warranty (same thing that’s included in the basic coverage described above)
- protects against rips, burns, and punctures
- typical children/pet accidents
- damage that ruins the mattress structure
- stains from food, beverage, ink, makeup, nail polish remover, human bodily fluids including blood stains on the mattress, and more.
Your mattress will be either repaired or replaced, and you are eligible for multiple claims until the repairs reach the product price.
If you are protected by Extend and need to make a warranty claim, you should do so through Extend, over their phone (877) 248-7707, or online at https://customers.extend.com.
You won’t find anything about the extended warranty or the accident protection plan in the FAQ or on the Warranty page on Awara’s website, but if you start shopping and put a mattress in your cart, at the checkout you’ll see the option to add a special protection plan for around $100-$300, depending on the mattress.
FAQs
It does. If your mattress has visible sagging greater than 1.5″, you’re eligible to make a warranty claim.
People often complain about Awara mattresses being softer than what the company claims. Another one is the mattress size. People claim they cut costs by making their mattresses an inch or two shorter and narrower. And then, others complain about the mattress cover being made of polyester and the customer support being difficult to work with.
Awara actually asks people to donate their mattresses themselves, and the company will simply make recommendations where you can do so. Some customers are not happy about this because they don’t have the right vehicle for transportation, or none of the local charities accept mattresses, and getting a service to take it somewhere further is expensive.
Yes, Awara ships to Alaska and Hawaii and you’ll be covered by the Awara mattress warranty as long as you don’t move the mattress outside of the US.
Conclusion
Awara has a Forever warranty which means that for the first 10 years, they will replace your mattress, and after 10 years, they will either repair or replace the mattress.
The warranty covers mattress sagging as long as the mattress is used properly.
Common stains can void the warranty, but if you purchase an Extend warranty, you get additional coverage for stains, cuts, burns, and more.
Awara is a company owned by Resident, the parent company of Nectar and DreamCloud, and customers of each of those companies claim to have had problems with customer support or the way these companies handle warranty claims or returns.
Next step: Read our guide to mattresses with buy now, pay later financing plans. If money is an issue than spreading the payments out over time can be a big help. We rated all the top brands so you can decide for yourself which one is right for you.
With over 5 years experience writing about sleep and mattresses, she's considered one of the go-to experts on the topic.
She likes cycling, nature, art, and languages. She pays special attention to providing you with accurate and useful information when it comes to your sleep quality.
After solving her personal sleep and tiredness problems, she is on to help others by sharing this invaluable information.
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