Thinking about buying a Purple pillow but worried about the commitment? You’re not alone. Understanding the Purple pillow return policy is the first step to shopping with confidence. It’s a common question, and getting a clear answer helps you decide if their unique comfort grid is right for you. This guide breaks down everything you need to know, from time limits to condition rules.
We’ll cover the step-by-step process, what to expect with refunds, and how to handle any issues. Knowing the policy inside and out means you can try their pillow risk-free. Let’s get into the details so you can make the best choice for your sleep.
Purple Pillow Return Policy
The core of the Purple pillow return policy is a trial period. This gives you a chance to sleep on the pillow and see if it works for you. If it doesn’t, you can send it back for a full refund. The policy is designed to be straightforward, but there are important specifics you should be aware of.
First, the trial length is crucial. Second, the condition of the pillow upon return matters a lot. Finally, the method you use to initiate the return affects how smooth the process will be. We’ll explain each of these points in simple terms.
What is the Purple Pillow Trial Period?
Purple offers a 100-night trial on their pillows. This trial starts from the day your pillow is delivered. It’s a generous window that allows you to truly adjust to the feel of the Purple Grid technology. Most people need a few weeks to get used to the unique support.
You are encouraged to use the pillow normally throughout the entire trial. This isn’t a “look but don’t touch” policy. They want you to sleep on it every night to make a fair judgement. Keep track of your purchase date so you know when your trial window is closing.
Key Conditions for a Successful Return
To get a refund, the pillow must be in a returnable condition. This doesn’t mean it has to look brand new, but it must be clean and undamaged. Purple needs to be able to handle it safely and hygienically.
- Clean and Dry: The pillow must be free of stains, odors, moisture, or any other soiling.
- No Physical Damage: There should be no tears, cuts, or intentional alterations to the pillow or its cover.
- Original Packaging: While not always strictly required, having the original box and materials makes the return process easier and is sometimes requested.
- Proof of Purchase: You will need your order number or receipt to initiate the return. This links the pillow back to your valid purchase within the trial period.
Items Covered Under the Return Policy
The standard return policy applies to pillows bought directly from Purple. This includes their main Purple Pillow, the Purple Harmony Pillow, and the Purple Plush Pillow. If you bought a pillow as part of a bundle, like with a mattress, the trial period might still apply, but it’s best to check the specific bundle terms.
What about purchases from other retailers? That’s a different story. If you bought your Purple pillow from a store like Mattress Firm, Amazon, or Target, you must follow that retailer’s return policy. Purple’s own trial does not transfer to third-party sales.
How to Start a Purple Pillow Return
Returning a Purple pillow is done online. You cannot return it to a physical Purple store, as they are very rare. Follow these steps to ensure your return is processed correctly and quickly.
- Log into Your Account: Go to the Purple website and sign into the account you used to make the purchase. If you checked out as a guest, you’ll need your order number and email address.
- Find Your Order: Navigate to your order history and select the order containing the pillow you wish to return.
- Initiate the Return: Look for a “Start a Return” or similar button. The system will guide you through selecting the pillow and providing a reason for the return.
- Wait for Approval & Instructions: Purple’s team will review your request. Once approved, they will email you detailed return instructions and a return authorization number. Do not ship the pillow without this authorization.
- Package the Pillow: Carefully place the pillow in a shipping box. Using the original box is ideal. Secure it well to prevent damage in transit.
- Ship the Package: You will receive a prepaid shipping label to attach to the box. Drop the package off at the designated carrier (usually UPS or FedEx). Keep your tracking number safe!
- Confirm Receipt and Refund: Once Purple receives the returned pillow and confirms its condition, they will process your refund. This can take several business days after arrival.
Understanding Your Refund
Refunds are issued to the original payment method used for the purchase. For example, if you paid with a credit card, the money goes back to that same card. The time it takes for the refund to appear in your account depends on your bank or card issuer, typically 5-10 business days after Purple processes it.
Important: Purple does not refund the original shipping cost you paid, unless the return is due to a defect or their error. Also, they do not cover the cost of you shipping the return to them initially; that’s covered by the prepaid label they provide.
What If the Pillow is Defective?
If your Purple pillow arrives damaged or has a material or workmanship flaw, the process is different. This is covered by the warranty, not just the return policy. Purple’s pillows come with a 1-year limited warranty.
In this case, you should contact Purple Customer Service immediately. Do not use the standard return portal. They will likely ask for photos of the defect and then guide you through a warranty claim, which usually results in a replacement pillow being sent to you.
Can You Exchange a Purple Pillow?
Purple does not offer direct exchanges. If you want a different model of Purple pillow, the standard procedure is to return your current pillow under the trial policy for a refund. Once that refund is complete, you can place a new order for the different pillow you want.
This two-step process is important to understand. It means you’ll be without a pillow for the period between shipping the return and receiving the new order. Planning ahead is key if you decide to switch models.
Tips for a Smooth Return Experience
- Use a Protective Layer: During your trial, consider using a pillow protector or two pillowcases. This keeps the pillow clean and makes it easier to return in acceptable condition.
- Save Everything: Keep the original box, packing slips, and your order confirmation email until you are sure you’re keeping the pillow.
- Don’t Wait Until Day 99: Initiate your return well before the 100-night trial ends. This gives you a buffer for processing and avoids missing the deadline.
- Take Pictures: Before you pack the pillow up, take a few photos showing its condition. This provides evidence if there’s any dispute about the state it was in when you shipped it.
- Follow Instructions Precisely: Use the label Purple provides and ship with the carrier they specify. Deviating can cause delays or lost package issues.
What Happens to Returned Pillows?
Purple does not resell returned pillows as new. Due to health and hygiene regulations, they cannot put a used pillow back into inventory. Instead, returned pillows are typically donated to charity or recycled whenever possible. This is a standard practice across the bedding industry.
Frequently Asked Questions (FAQ)
How long do I have to return a Purple pillow?
You have 100 nights from the delivery date to start a return for a full refund.
Is there a return fee for Purple pillows?
No, Purple provides a free prepaid return shipping label. However, they do not refund the original shipping cost you paid on your order, unless the return is due to a fault on their end.
Can I return a Purple pillow to a store?
Generally, no. Purchases made online through Purple.com must be returned via mail using their return process. Pillows bought from other retailers must be returned to those specific stores under their policies.
What if I lost my Purple pillow box?
You can still return the pillow. You will need to find a suitable box to ship it in. The important thing is that the pillow is protected and clean during shipment. The lack of original packaging alone shouldn’t void your return, but check with customer service to confirm.
Does the return policy apply to pillow covers?
Pillow covers and other accessories often have a different, shorter return window (like 30 days). They also must be unused and in original packaging. Always check the specific product page for accessory return details.
How do I contact Purple about a return?
The best way is through the “Contact Us” page on their website. They offer email support and sometimes live chat or phone support. Have your order number ready for faster service.
Making Your Decision
The Purple pillow return policy is genuinely designed to reduce risk for the buyer. A 100-night trial is a long time to decide if a pillow is right for you. By understanding the simple rules—keeping it clean, starting the process on time, and following the instructions—you can try this unique pillow with real peace of mind.
Remember, the goal is to find a pillow that gives you better sleep. If the Purple pillow doesn’t do that for you, their policy ensures you’re not stuck with it. Take advantage of the trial period, use the pillow normally, and make an honest assessment of your comfort. That’s what it’s there for.
We hope this detailed look at the Purple pillow return policy answers all your questions. Knowing these facts puts you in control of your purchase and helps you sleep easier, no matter what you decide.