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Most online mattress companies have clear policies that make the mattress return process a breeze. They typically offer generous trial periods and most will pick it up at your doorstep. If you buy a mattress in a brick-and-mortar store, the policy is likely to be just like a policy for any other product – the mattress may need to be in the original box, unopened and unused.
How to Return a Mattress – First Steps
- Get informed about the warranty and return policy
- Do a quick online research of other people’s experiences with the mattress retailer
First, check the return policy for the company you bought the mattress from. You can find it in the papers that came with the mattress or on their website. You can find it under the FAQ Section, Returns, Trials, Policies, or Warranty.
The next step isn’t necessary, but we highly recommend it – google “problems returning (+your mattress brand)” and then go on one of the websites that offer genuine user reviews like Reddit, Consumer Affairs, etc. Others’ experiences will prepare you mentally and show you what to expect. It’s easier to deal with a long waiting time if you know that a particular company is a bit slow on replying to emails but is always fair in the end. Whether it’s good or bad, you should be prepared for it.
If you’re returning a mattress because of defects, check out their warranty and see how they handle those cases. Do they only do repairs/exchanges or can you expect a refund? Do they give a full refund? Some companies only offer money-back policies and some have exchange policies. If they offer both, decide which option you want prior to contacting them.
If you’re returning it because you simply changed your mind or it’s not comfortable enough, check their returns policy and read about the trial period. Some companies will ask you to sleep on a bed for a minimum of 2 weeks (sometimes a month) before being eligible to return it. A free trial period means that you’ll get a refund for the mattress, but you may need to pay return fees, like a restocking fee or return shipping.
Some customers had the mattress company remove their old mattress when they brought a new one. This service is non-refundable.
Contacting the Mattress Company
- Contact the company and be sure to have your order number and purchase date with you
- Follow the instructions they give you and schedule the mattress pickup
Once you’ve decided to contact the company, bear in mind that it’s probably the fastest to call them and request a return. Some may insist that you email them or send them pictures of defects before processing your request.
When you initiate the mattress return process, you may have to wait for them to confirm your eligibility before proceeding.
Returning the Mattress – Final Steps
- Return the mattress into original packaging if necessary and be ready for pickup
- Send the donation receipt to the mattress retailer
- Get a refund
Online Mattress Retailers
Most mattress brands that operate online make returns easy.
The process for returning a mattress is to first schedule a pickup with the company and they will send a truck to take the unwanted mattress. If you opted for an exchange, your new mattress will probably arrive at the same time.
You may have to get the mattress back to the original packaging if that’s in the return policy. They will tell you if you need to pay a fee.
Physical Store Retailers
Physical store retailers may also schedule a truck to pick up the mattress. Some may require you to pay a small transportation fee, but they’ll probably inform you about that over the phone.
Some retailers may not allow returns, which is usually clearly stated on their website.
Third-Party Retailers
Third-party retailers may have their own policies which override the manufacturers’ policies. For example, a third-party seller may be a specialized mattress and bedding retailer who offers a variety of mattresses (even those by online mattress brands) in their stores. They usually have one and the same return policy to cover all brands.
To illustrate better, let’s say a company only sells two brands – Tempur-Pedic and DreamCloud. The third-party seller wants everyone happy and wishes to put it all under a single but reasonable policy. So, they give all customers risk-free trials of 120 nights; even though buying directly from Tempur-Pedic would get you only 90 nights, and buying from DreamCloud would ensure a generous trial period of 365 days.
This example shows that the same retailer may add extra value for some brands and take them away for others. That’s why your own research is super important throughout the whole process – from buying a mattress to returning a mattress.
How Soon Can I Return a Mattress if I Don’t Like It?
Free Trial Returns Minimal Period
The rule is similar for most brands that offer free trials – you have to sleep on a mattress for a minimum period as stated in a policy. It’s usually between two weeks and a month.
Some mattress brands have a 90-night free trial and a minimum period of use of 30 days. This allows you a 60-day window period to return it before your trial ends.
Normally, only around 12% of bought mattresses get returned. Some people buy a mattress that is so bad for them that it causes severe pain and they have no intention of sleeping on it until it “breaks in”. They opt for sleeping on the couch for the entire minimal period rather than using the actual mattress.
In the unlikely scenario that you get so unlucky that the mattress is unusable, you may try to convince a customer support representative to let you return it earlier.
Warranty
Should you need to return your mattress due to issues with materials or obvious defects in workmanship, there is no minimum period. You can return it on the first day. You only have to watch out for the warranty expiration, which is typically 10-15 years from the time you bought the mattress, although some brands offer lifetime warranties.
Which Companies Offer Free Mattress Returns?
Most brands offer a full refund of the mattress purchase price, and some of those brands are really good. Regardless of the free trial and full refunds, some companies ask for a transportation fee of $50-$100 for a mattress return.
However, others can take pride in having a generous return policy which states that all your money will be returned and you pay literally zero dollars for restocking fees. Here are brands that will take the unwanted mattress back for free.
Casper has a minimum of 30 nights for the mattress adjustment period and offers a 100-night sleep trial. If you don’t like it, Casper return policy is to send a truck over and pick it up for free.
Layla won’t charge returns either and gives a full refund, but shipping to Alaska, Hawaii, or Canada won’t be refunded. They will organize a charity or a donation center to come and pick it up directly from you, and if your state doesn’t allow mattress donations, they will recycle it. You do have to sleep on the mattress for two weeks and the trial is valid for 120 nights.
Leesa takes your mattress for a donation for free in the lower 48 states. Others have to cash out for a $100 fee. You only get a free 100-night trial (with 30 days of required use) for the first Leesa mattress you buy. All other mattress models that you may get for the household only have a warranty but not a free trial.
Avocado will give you a full refund if you’re not happy with the mattress after a minimum of 30 days. They have a long sleep trial of 1 year. Your mattress will be taken by a charity or a nonprofit.
Puffy also organizes an organization that will pick up the mattress free of charge. You have to sleep on it for at least 14 days and the sleep trial is 101 nights long.
Purple has a three-week minimum of use rule and if you’re not happy, you have a total of 100 nights after delivery to return it. You won’t be refunded for expedited shipping and in-home setup service.
DreamCloud will let you try the mattress for a whole year for a full refund, not including the White Glove service. They do not take returns from Alaska and Hawaii. Another interesting thing about DreamCloud is that they don’t specify a minimum time period you have to sleep on a new bed before being able to return your mattress.
Reasons to Return a Mattress
Has it been over 30 days since you started sleeping on a mattress and you’re still not having a good night’s rest? You probably need to return it. Here are some common reasons why people return their mattresses.
- Wrong firmness. The top reason for returning a mattress is that the mattress is too firm. The second one is that it’s too soft. Wrong firmness isn’t just a comfort issue, but it can also cause pain. For example, a too-soft mattress can give you lower back pain if you sleep on your stomach or back and a too-firm one can cause pain in the shoulders if you sleep on the side.
- Your back or joints hurt. If you’re stiff and in pain in the morning and you have no physical conditions that would cause this, you can be completely sure it’s the mattress. We said that firmness plays a role in pain, but mattress support is another important factor. No proper support results in pain most of the time.
- Too hot. You can say that your mattress sleeps hot if it’s trapping and accumulating your body heat, making it impossible to fall asleep or waking you up in the middle of the night.
- Motion isolation. This is important for couples, especially if at least one of them is a tossy-turny sleeper. If your partner gets up or turns around and this activity shakes up the whole bed, you have a mattress with bad motion isolation. Cheap innerspring mattresses typically offer the worst motion isolation. The best ones are hybrid mattresses, especially if they have pocketed coils.
- Off-gassing. Foam mattresses typically release a strong smell when they are brand new. This is called off-gassing and it should stop after a while. However, some people find the smell appalling and they shouldn’t be blamed for it. In rare cases, they may suffer from headaches or breathing difficulties. Some foam mattresses are made from toxic chemicals but are not harmful to most people. Just make sure to ventilate your room well during the off-gassing period.
What Do Mattress Companies Do with Returned Mattresses?
Most companies examine returned mattresses and if mattresses get approved, they are donated to charities or local homeless shelters.
Some mattresses get recycled. Recycling facilities open up the mattress and put all the materials into separate groups – fabric, wood, foam, springs, etc. Those materials are used where necessary – some for fuel, some for making new items, some are recycled as metal scraps.
If you have a mattress that’s not returnable, there’s a number of ways you can get rid of it.
Are Any Mattresses Unreturnable?
Some are – if they are badly damaged due to misuse.
A soiled mattress or a torn mattress is not returnable. Make sure you keep the mattress clean and in good shape during the trial. Use it on a spring box or frame that’s designed for the new mattress. Old bed frames may damage a new mattress which could deny you the right to return it.
Also, mattress return policies for bed-in-a-box mattresses often state a period of time within which you have to open it. These mattresses aren’t kept in a box in storage. They are only boxed prior to shipping and are supposed to be opened and allowed to return to their normal shape. If you exceed that period and go, say, a month without opening your mattress, it may become distorted and unusable. This is why many retailers will consider it a product misuse and refuse to accept returns like that.
Can’t Return a Mattress? Here’s What You Can Do
Your alternatives are to:
- sell it if it’s in good condition and it’s approved by the state to sell a used mattress,
- donate it to a shelter or charity,
- contact mattress removal services,
- take it to a recycling facility,
- upcycle it yourself,
- throw it away as regulated by your state.
You may have a hard time donating or selling a mattress due to Covid-19, but you shouldn’t give up before you even try. Someone might really need a new mattress.
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