How Mattress Stores Handle Mattress Returns and Exchanges

1. What is the typical return policy for mattress stores?

When shopping for a mattress, one of the most important considerations is the return policy. Mattress stores often offer various return and exchange options, which can vary depending on the store’s policy, the type of mattress purchased, and the length of time since the purchase. Understanding these policies is crucial to ensure that you are not stuck with a mattress that doesn’t suit your needs.

Key Points About Mattress Store Return Policies:

• Trial Periods: Many mattress stores offer a trial period during which customers can return or exchange their mattress. These periods often range from 30 to 120 days.
• Conditions for Returns: Return policies typically require the mattress to be in good condition, free from stains or damage. Some stores allow returns only if the mattress has not been used extensively.
• Restocking Fees: Some mattress stores charge a restocking fee for returns, especially if the mattress has been opened or used.
• Refunds vs. Store Credit: Some stores may offer a full refund, while others may only provide store credit for returned mattresses.
• Mattress Type Considerations: The return policies might differ for different types of mattresses, such as memory foam, innerspring, or hybrid mattresses.
• Shipping Fees: If the mattress was delivered, return shipping fees may apply. Check the store’s policy to understand if shipping costs are refundable.

Common Return Timeframes:

Mattress Type	Return Period	Restocking Fee
Memory Foam	60 days	15%
Innerspring	100 days	10%
Hybrid	90 days	20%

Tips for Returning a Mattress:

• Keep the Original Packaging: Retaining the mattress packaging can make returns easier and might be a requirement for some stores.
• Document the Condition: Take photos of the mattress condition before returning it, especially if there are any issues with stains or damage.
• Read the Fine Print: Always read the full return policy before making a purchase to avoid surprises.

2. Are there any stores that offer free returns or exchanges?

Some mattress stores make the return process as hassle-free as possible by offering free returns or exchanges, which can be a huge advantage for customers. However, this is not the case for all mattress retailers, so it’s important to research specific stores and their return policies.

Stores Offering Free Returns:

• Casper: Casper offers a 100-night trial with free returns, provided the mattress is in good condition.
• Saatva: Saatva offers a 180-night trial period with free returns for their mattresses, as long as they are returned within the first 45 days.
• Purple: Purple provides a 100-night trial with free returns, ensuring the mattress is in its original condition.

Conditions for Free Returns:

• Condition of Mattress: For the return to be free, the mattress typically needs to be in its original condition, without stains or excessive wear.
• Local Returns vs. Nationwide Shipping: While some stores may offer free returns locally, shipping fees for nationwide returns may still apply.
• Trial Period Limitations: Free returns are often tied to trial periods. Once the trial period ends, customers may need to pay for shipping or face restocking fees.

Benefits of Free Returns:

• Risk-Free Trials: Customers can try the mattress for a longer period and return it at no extra cost if it’s not the right fit.
• Peace of Mind: Knowing that the mattress can be returned without a fee provides peace of mind during the purchasing decision.
• Cost-Effective Option for Unsure Buyers: For those unsure about what type of mattress will work best for them, a store with free returns can be a great solution.

What to Keep in Mind:

• Restocking Fees: Some stores may offer free returns but charge a restocking fee, which can be a percentage of the original price.
• Return Window: Free returns are generally available only within a certain window, such as 30, 60, or 100 days, so it’s important to act promptly.

3. How do mattress stores handle exchanges instead of returns?

Exchanges are a common solution for customers who find that their new mattress does not meet their expectations. While some stores have a clear exchange policy, others may offer store credit or a full refund instead of an exchange.

The Exchange Process:

• Product Availability: If the mattress is defective or not the right fit, stores may offer a direct exchange for a similar model or a different type of mattress.
• Exchange Timeframe: Stores typically set an exchange period, ranging from 30 to 120 days, during which exchanges are allowed.
• Condition of Mattress: Similar to returns, exchanges require that the mattress is in good condition and free from stains or other damage.
• Fees: Some stores charge a small exchange fee or may ask for a price difference if the replacement mattress is more expensive.

Exchange Policies to Consider:

Store Name	Exchange Period	Fees	Special Conditions
Tempur-Pedic	90 days	None	Must be unsoiled
Leesa	100 days	Restocking Fee 10%	No damage to mattress
Nectar	365 days	None	Only for defect cases

How to Exchange a Mattress:

• Initiate the Exchange Early: Most stores require that the exchange happens within a limited period, so it’s best to initiate it as soon as possible.
• Ensure Cleanliness: The mattress must be clean with no signs of misuse or staining, or it may be rejected for exchange.
• Understand Shipping Fees: Exchanges may come with shipping costs, especially if you are switching to a more expensive mattress.

4. What happens if the mattress is damaged or defective?

If your mattress arrives damaged or develops defects after purchase, most mattress stores have specific policies in place to address these issues. This may include repair, replacement, or return options depending on the nature of the problem.

Steps to Take if Your Mattress is Damaged:

• Inspect Upon Delivery: Check the mattress immediately upon delivery for any visible damage. If you notice any, document the issue with photos.
• Contact Customer Service: Most stores have a dedicated customer service line for issues with damaged or defective products. Notify them promptly with proof of damage.
• Return or Replacement: Depending on the policy, the store may offer a full refund, replacement, or repair for the mattress.

Warranty Considerations:

• Manufacturer’s Warranty: Many mattresses come with a manufacturer’s warranty, which can cover defects in material or craftsmanship for several years.
• Proof of Purchase: Keep your receipt or proof of purchase, as most warranty claims will require it.

Common Mattress Defects Covered by Warranties:

• Sagging: Excessive sagging beyond a certain limit, usually 1.5 inches or more.
• Tears or Damage: Damage caused during manufacturing or shipping.
• Broken Springs: In innerspring mattresses, broken coils can be a reason for warranty claims.

What to Expect:

• Repair vs. Replacement: Depending on the severity of the defect, some stores may attempt to repair the mattress, while others may offer a full replacement.
• Timeline: The replacement or repair process could take anywhere from a few days to several weeks, depending on the store’s policy.

5. How long does it take for a mattress return to be processed?

The time it takes for a mattress return to be processed depends on several factors, including the store’s return policy, the method of return, and the condition of the mattress. Most stores provide a timeframe within which the return must be completed.

Factors That Affect Processing Time:

• Return Method: Whether you are returning the mattress by yourself or using a third-party service.
• Condition of the Mattress: A mattress in good condition may be processed more quickly than one with visible damage or stains.
• Location: Local returns might be processed faster, whereas returns from a different region may take longer.

Typical Timeframes:

Store Name	Return Processing Time
Purple	1-2 weeks
Leesa	3-5 business days
Tempur-Pedic	1-2 weeks

Return Steps:

1. Initiate Return: After contacting the store, they will usually send you a return label or arrange for a pickup.
2. Shipping the Mattress: If you’re returning via delivery, the shipping process could take 3 to 7 days, depending on your location.
3. Refund Processing: After the mattress is received, stores may take 3 to 10 business days to process the refund, depending on their system.

6. What if I want to return a mattress I’ve had for several months?

If you’ve had your mattress for several months and want to return it, it’s important to check the specific store’s policy, as some have longer return windows, while others may not accept returns after a certain period.

Store Policies for Longer Return Periods:

• Flexible Return Periods: Some mattress stores offer extended trial periods that last for 100 days or more, even for long-term customers.
• Exchange Instead of Return: After a few months, some stores may offer exchanges instead of full returns, especially if the mattress is used.
• Restocking Fees: Be aware that some stores may charge a higher restocking fee for mattresses returned after several months of use.

Tips for Returning a Mattress After Several Months:

• Check the Warranty: Many manufacturers’ warranties cover mattresses for a number of years, so check to see if a warranty claim is an option.
• Document Usage: When returning a mattress after months of use, it’s important to document how it’s been used, including whether it’s been kept in good condition.

7. Can I return a mattress if I’ve slept on it?

Sleeping on a mattress does not necessarily negate the return option, but stores often have specific conditions for mattresses that have been used. Some stores will accept returns as long as the mattress is in good condition, while others may limit returns to only unused mattresses.

Used Mattress Return Conditions:

• Condition of Mattress: Most stores require that the mattress be free from stains, odors, or other signs of heavy use.
• Minimal Sleep Usage: If the mattress has only been slept on a few times and shows minimal wear, the store may accept the return.

How Stores Assess Used Mattresses:

• Visual Inspection: Stores often require a visual inspection to ensure the mattress has not been damaged or excessively used.
• Photos: Some stores ask for photos of the mattress to assess whether it meets the return criteria.

Solutions for Used Mattress Returns:

• Exchange Options: If the mattress is used but still eligible for return, the store may offer an exchange for a different model.
• Store Credit: For heavily used mattresses, the store may offer store credit instead of a full refund.

8. How can I avoid issues with mattress returns?

To avoid potential issues with mattress returns, it’s essential to understand the store’s policies and make sure you meet all the necessary criteria.

Key Tips for Avoiding Return Problems:

• Check the Return Policy Before Purchase: Always read the return policy before buying to know your rights.
• Maintain the Mattress Condition: Keep the mattress in good condition, free from stains and damage.
• Ask About Fees: Clarify if there are restocking fees or other charges associated with returns.

Pre-Return Checklist:

• Keep the Packaging: Many stores require the mattress to be in its original packaging for a return.
• Document the Mattress Condition: Take pictures of the mattress upon arrival and before initiating a return to avoid disputes.

9. Can I return a mattress I bought online?

Returning a mattress purchased online is similar to returning a mattress bought in-store, but there are additional steps involved due to shipping and delivery logistics.

Online Mattress Return Process:

• Contact Customer Service: Reach out to the company’s customer service to initiate the return.
• Shipping Arrangements: Some companies arrange for free returns, while others may charge for return shipping.

Online Return Timeframes:

• Return Periods: Most online mattress stores offer trial periods of 30-100 days.
• Free Return Shipping: Some online stores offer free return shipping, but others charge a fee based on the distance or delivery region.

10. Do mattress stores allow you to exchange a mattress for a different model?

Exchanges for a different mattress model are common in many stores, although policies vary regarding what constitutes a “valid” exchange.

Exchange for Different Mattress Models:

• Availability of Models: Ensure that the mattress model you want to exchange for is available in the store.
• Value Difference: If the replacement mattress is more expensive, you may need to pay the difference.

Mattress Store Exchange Process:

• Check Stock Before Exchange: Confirm that the mattress model you want is in stock before initiating the exchange.
• Time Limits: Most exchanges must happen within a set period after purchase.