What you need to know about a new mattress return policy

If you’re trying to get a good night’s sleep, there are few things more important than having the right mattress. When you finally convince yourself to get rid of your old mattress and replace it with a new, more comfortable model, it’s important to know exactly what you’re buying. Check out our article on how to choose the right mattress for you here. One of the reasons mattress purchasing is so difficult, is that you don’t truly know a mattress until you have slept on it. This means that it is especially important to understand the mattress return policy before you buy.  Read on to find out what to look out for in a return policy and how to check the details to make sure that you can get your money back without any hassle.

What do I need to do as a customer?

Whether you’re purchasing a mattress from a physical store or online, most companies will offer some kind of protection that allows you to return the item if you’re unhappy with it. However, there will be a few terms and conditions to consider.

For instance, your mattress provider may stipulate that:

•       The mattress is not unwrapped: If your mattress came in a protective covering, then it may still need to be wrapped in plastic for you to return it. Check whether this is part of the policy before you begin unpacking your bed.
•       The mattress is in good condition: Most companies will expect you to return the mattress in relatively good condition – even if it doesn’t have to be wrapped in plastic. A mattress that’s been broken, torn, or soiled in any way may not be accepted.
  The exception to this, is if it was delivered to you in an unacceptable condition. If your mattress arrives dirty or damaged, contact the company straight away for a refund or replacement. Take some photos of the issue to send to them, as well.
•       The mattress is returned within a certain time period: Most companies will give you a set amount of time to decide if you want to return your mattress. Check this time period and make a note of how long you have to decide. If the period is 30 days, put a reminder in your phone in 25 days time to evaluate your purchase satisfaction.

Lastly, buy a mattress protector! It may be the thing that saves you when it comes to being able to return your mattress. Even, if you decide not to return your mattress, a mattress protector will extend the life of your mattress and make cleaning easier.

What can I expect from the mattress company?

If the mattress that you ordered isn’t giving you the wonderful night’s sleep you expected, there’s a good chance that you’ll want to return it and buy something else. However, different mattress companies will have different guidelines when it comes to what you can ask them to do. This is why it is important to check the mattress return policy before you buy.

Companies have an obligation to share their return policy with you, the customer.  If you are shopping in store, simply ask the staff. Ideally, they will give you written information or direct you to the website where you can view the policy in your own time. If you are buying from an online store, the return policy should be readily available on the site. It will often be an option in the menu or footer of the website. If the policy is not available on the website, you can contact them and ask what their return policy is. However, be wary of dealing with companies that are purposefully withholding that information.

Because different mattress companies have different policies, it’s important you read the fine print. For instance, some mattress brands will be happy to refund your mattress if there’s something wrong with it – like a tear in the material. However, they might not want to give you your money back if you just decide that the bed is too soft or firm for your (or your partner’s) needs. Doing your research on the acceptable reasons for a return is important.

It’s also worth double-checking what your mattress company is willing to give you if they do accept your return. For instance, some companies will only give you store credit, so you can buy another mattress from the same store and for the same amount. This may suit you fine, but it may not. Check the company has a range of other mattress that you can choose from if they only offer store credit or exchange.

Other brands might give you the full cost of the mattress back, but they may not refund you for the price of shipping and handling. Sometimes, this doesn’t matter because shipping is free, other times the cost of mattress delivery can be a substantial amount. Also, consider whether you will have to cover the cost of shipping or even taking the mattress back to the store if you wish to return it.  If it’s going to take 2 people half a day to lug the mattress back to the store, take your effort into consideration.

What about mattress sagging?

A lot of mattresses sag in the middle over time. However, if you think your new mattress is sagging too much, you might be able to ask to exchange it. Of course, this will depend on their policy and the amount of time you have had the mattress. Try out the test below and if you are seeing a measurable sag, send the retailer a photo of the problem.

How do I choose the best mattress return policy?

If the worry of not being able to return an unsuitable mattress is keeping you up at night, then your best bet would be to buy from brands that offer ‘free sleep trials’. These allow you to test the mattress that you want to buy for a set period of time, then return it without hassle if you’re unhappy. This gives you (and your partner) time to really get a feel for the new mattress.

Again, remember to double-check the terms and conditions that you agree to when it comes to your in-home trial. There will still be limitations on what each company will accept from a return, so the above advice still applies. Most importantly, note how long the trial is.  You don’t want to miss the return deadline.  Also, some companies only offer the deal to people in certain locations (like metropolitan areas), so check it covers the area you live in.

In-home sleep trial mattress brands

Below is a list of online mattress companies, within Australia, that offer customers an in-home sleep trial:

*Please note that we have not tested and are not endorsing these mattresses. As always, make sure you read their mattress return policy carefully. This list is not in any particular order. The information was correct at the time of publication. If you notice any errors please let us know.

• Macoda – 100 days
• Ecosa – 100 days
• Ergoflex – 30 days