Buying a new mattress is a big decision, and knowing the mattress return policy is crucial for peace of mind. A good return policy gives you the confidence to try a bed in your own home, ensuring it’s the right fit for your sleep.
This guide breaks down everything you need to know about mattress return policies. We’ll cover how they work, what to watch out for, and how to make the process smooth if you need to send a bed back.
Mattress Return Policy
Understanding the specifics of a mattress return policy can save you from future headaches. These policies are not all created equal, and the fine print matters a lot.
Here’s what you typically need to know.
What is a Trial Period?
Most online mattress companies and many retailers offer an in-home trial period. This is not the same as a traditional return window. You get to sleep on the mattress for a set number of nights to decide if you like it.
Trial periods usually range from 30 to 365 nights. The industry standard for online brands is often 100 nights.
Common Requirements for a Valid Return
To return a mattress under its policy, you usually must meet certain conditions. Failing to do so can void your return eligibility.
- Keep the Original Packaging: Some companies require you to keep the box and plastic for returns. Others do not, but it’s always best to check.
- Use a Mattress Protector: Many policies state the mattress must be free of stains, tears, and odors. Using a protector from day one is the best way to guarantee this.
- Meet the Minimum Trial: You often have to try the mattress for a minimum number of nights (e.g., 30 nights) before you can initiate a return. This gives your body time to adjust.
- Have the Original Proof of Purchase: Keep your receipt, order confirmation, or invoice in a safe place.
What Happens During a Return?
The process varies by company. Some will arrange for a pickup from your home. Others may ask you to donate the mattress to a local charity and provide proof for a refund.
Donation programs are increasingly common. The company provides a list of approved charities and you coordinate the drop-off.
Restocking and Pickup Fees
This is a critical part of the policy to check. Some companies offer completely free returns with no hidden fees. Others may charge a pickup or restocking fee, which can be a percentage of your purchase or a flat rate.
Always read the policy to see if any fees apply. These should be clearly stated before you buy.
Refund Timelines and Methods
Refunds are rarely instant. Once the return is processed, it can take 5-10 business days for the money to appear back on your card. Some companies issue refunds faster than others.
The refund usually goes back to your original payment method. If you used a financing plan, the refund process will be handled directly with the financing company.
How to Navigate the Return Process Step-by-Step
If you’ve decided your mattress isn’t the one, follow these steps to ensure a smooth return.
Step 1: Review the Policy Again
Before you do anything, re-read the mattress return policy on the company’s website. Confirm the trial period length, any fees, and the specific condition requirements. Make sure you haven’t missed any deadlines.
Step 2: Contact Customer Service
Reach out to the company’s customer service team. Do this via email or their online chat for a written record. Clearly state your intent to return the mattress under the trial policy.
Have your order number and personal details ready. This speeds up the process considerably.
Step 3: Follow the Given Instructions
The company will guide you through their specific process. This might involve:
- Scheduling a pickup date with a third-party carrier.
- Receiving a donation letter and list of local charities.
- Getting instructions on how to repackage the mattress (if required).
Step 4: Prepare the Mattress for Return
Clean the mattress according to the policy guidelines. If you used a protector, this should be easy. Ensure there are no stains or damage.
If you need to repack it, try your best to get it back into its original packaging. If that’s not possible, the company may provide guidance.
Step 5: Complete the Return and Track Your Refund
Once the mattress is picked up or donated, you should get a confirmation from the company. Keep this confirmation safe. Then, note the expected refund timeline and watch your bank account or credit card statement.
If the refund doesn’t appear within the promised window, follow up politely with customer service.
Key Differences: In-Store vs. Online Mattress Returns
The return experience can be very different depending on where you buy. Here’s a quick comparison.
Traditional In-Store Retailers
Brick-and-mortar stores often have stricter return policies. Trial periods may be shorter or non-existent. Returns might be subject to hefty restocking fees, sometimes up to 20% or more.
You are typically responsible for transporting the mattress back to the store. Always, and we mean always, get the return policy in writing before you buy from a physical store.
Online-Only Mattress Brands
Online companies built their reputation on risk-free trials. They generally offer longer trial periods (100+ nights) and more flexible return options, like charity donation.
Their policies are usually more customer-friendly, with free pickup and no restocking fees being common. However, you still must read the details for each brand.
Red Flags and Things to Watch Out For
Not all policies are designed with your convenience in mind. Be wary of these warning signs.
Extremely Short Trial Periods
A trial period of 30 days or less can be problematic. It takes most people at least a few weeks for their body to adjust to a new sleep surface. A very short trial may end before you can make a fair decision.
High and Hidden Fees
Look for clear language about fees. A policy that mentions “possible pickup fees” or “applicable restocking charges” without stating the amount is a red flag. Reputable companies are transparent about costs upfront.
Overly Strict Condition Requirements
A policy that says the mattress must be in “brand-new condition” is vague and can be used to deny returns. Look for specific, reasonable terms about stains and damage.
Some companies might even require you to keep the original packaging in perfect shape, which is nearly impossible after unboxing a compressed mattress.
Complicated Return Procedures
If the return process seems overly difficult—like requiring you to find your own shipping method for a large mattress—it might be designed to discourage returns. A good policy will have a clear, managed process.
Tips for a Successful Mattress Trial
You want to give the mattress a fair shot and protect your ability to return it. Here’s how.
- Use a Washable Mattress Protector Immediately: This is the single most important tip. It protects your investment and guarantees you meet hygiene requirements for a return.
- Allow an Adjustment Period: Give your body 3-4 weeks to get used to the new mattress. Initial stiffness or soreness is common as your spine aligns to a new support system.
- Follow Setup Instructions: Let the mattress expand fully on its recommended foundation or bed frame. An improper base can affect feel and performance.
- Keep All Documentation: File your receipt, order email, and a copy of the return policy together. You’ll be glad you did if you need them later.
What About Exchanges?
Many companies offer an exchange option if the mattress isn’t quite right but you still like the brand. This is often simpler than a full return.
You might be able to exchange for a different firmness level or model. Inquire if any exchange fees apply and how the delivery of the new mattress is handled. Sometimes, the exchange process is more streamlined.
Warranty vs. Return Policy: Don’t Get Confused
It’s easy to mix up these two terms, but they are completely different.
The Return Policy
This is about your satisfaction. It’s a short-term trial (30-365 nights) where you can return the mattress for any reason, usually for a full or partial refund.
The Warranty
This is a long-term guarantee against defects in materials and workmanship. Warranties often last 10-25 years. They cover issues like sagging beyond a certain depth (e.g., 1.5 inches) or flaws in the materials.
Warranties do not cover comfort changes, normal wear and tear, or damage from an improper base. Filing a warranty claim is a much more involved process than a trial return.
FAQs About Mattress Return Policies
Are mattress returns really free?
Many online companies offer free returns, but not all. Always check the policy. Some charge pickup or transport fees, while others deduct a flat restocking fee from your refund.
How long do you have to return a mattress?
The time frame varies widely. Common trial periods are 100 nights for online brands, but you might see anywhere from 30 nights to a full year. The clock usually starts on the day of delivery.
Can you return a mattress after sleeping on it?
Yes, that’s the whole point of an in-home trial. You are expected to sleep on it for the duration of the trial to decide if it’s right for you. Just ensure you keep it clean and protected.
Where do returned mattresses go?
Companies either refurbish them for resale, recycle the materials, or arrange for them to be donated to charity. Donation is a very common practice for online mattress returns.
Do I need the box to return my mattress?
Most companies do not require the original box for a return, especially for bulky mattresses. However, some might for smaller, compressed items like pillows or toppers. Their policy should specify.
What if I bought the mattress on sale?
Return policies usually apply to sale items as well. The refund amount might be for the price you paid, not the original list price. Check if there are any special terms for clearance or final sale items, as those are sometimes non-returnable.
Can I return a mattress I bought online to a physical store?
Generally, no. Online purchases are typically handled through the company’s dedicated online customer service and return channels. Unless the retailer explicitly states you can return online items to their stores, assume you cannot.
Making Your Final Decision
Choosing a mattress with a fair mattress return policy is a smart way to shop. It reduces the risk of being stuck with a bed that causes discomfort or pain.
Before you click “buy,” prioritize companies with clear, lengthy, and customer-friendly policies. Read recent customer reviews about their return experience. This real-world feedback is often the best indicator of how smooth the process will be.
Remember, a good night’s sleep is invaluable. A strong return policy ensures you can find the perfect mattress for your needs without pressure or regret. Take your time, use the trial period wisely, and don’t hesitate to use the policy if the bed isn’t the right fit for you.