Comfort Exchange and Return Policy

Returns are accepted one of two ways:

1. If the mattress’ factory warranty is triggered due to failure of the mattress under normal wear and tear circumstances, or
2. If the mattress is not comfortable after one month, within the terms of the below 100-day Comfort Trial

Comfort Trial

‍ If you purchase a mattress from us and are unhappy with the comfort level you selected, you may exchange it for another mattress that suits you better. This happens very infrequently in our stores due to all of our products being at the same low (below store sales price) mark up. You get to pick the one you want the first time without worrying about getting the one that’s on sale, knowing any mattress you select will be a great deal.

Eligibility

This policy covers any mattress priced at $599 or higher.
All mattresses MUST be covered with our Fully Encased Mattress Protector purchased at the time of mattress purchase, in order to qualify. We require the purchase of a Fully Encased Mattress Protector so that, in case you return the mattress, the mattress will not contain any skin cells, bodily fluids, or bed bugs.

Adjustment Period

The mattress cannot be exchanged in the first 30 days of receipt. This will give your body time to adjust to the feel of a new mattress, and the mattress time to conform to your body. Especially in cases where you are transitioning from a “Bad” mattress to a “Good” mattress, your body will require an adjustment period as it gets used to a properly supported sleep surface.

Exchange Window

After 30 days of sleeping on your mattress, you have up to 100 days from the date of receipt to exchange your mattress.

Exchange Limits

Each customer is allowed one (1) comfort exchange per mattress purchase.

Fees and Conditions

• There is a 10% restocking fee on the mattresses when returned.
• Foundations are not included in our comfort return policy if you purchased a set.
• Any delivery on an exchange is the responsibility of the customer. (You may drop off and pick up free of charge).
• Floor Models, previous comfort returns, custom mattresses, and clearance items donot qualify for this exchange program.
• The mattress set must be in perfect condition, free from stains, soiling, or damage of any kind. (Factory Direct Mattress reserves the right to sole discretion of damage, stains, or soiling).
• The exchange mattress must be of equal or greater value. If the new mattress is of greater value, the customer is responsible to pay the difference. You may choose a lesser value mattress but no refunds will be given.

Thank you,

Factory Direct Mattress Norman