Buying a mattress is a big decision, and understanding the return options available makes the shopping experience less stressful. We know that choosing the right mattress takes time and careful thought. That's why we've designed our policies to give you peace of mind when making your purchase.
We believe customers should feel confident when they buy from us. Our approach focuses on making returns and exchanges straightforward without complicated rules or unexpected charges. Whether you're shopping in our store or browsing online, we want you to feel secure knowing that we stand behind the quality and comfort of every IKEA mattress we sell.
Key Takeaways
- We offer clear return and exchange policies to help customers shop with confidence
- Our mattress guarantee ensures you can find the right comfort level without worry
- Returns and exchanges are designed to be simple with no surprise costs
Returns & Exchanges
We designed our policies to make the process quick and straightforward for you. If your mattress doesn't meet your needs, you have 90 days from purchase to return it unopened for a full refund. Once the package is opened, refunds are no longer available.
You can contact our customer service team right away to arrange a drop-off or pickup from your location. We'll coordinate the logistics to make it convenient for you.
Exchange Policy Details:
- Opened mattresses qualify for exchange only
- Defective products are covered under our 90-day comfort guarantee
- Items must be in new condition with original packaging
- Product literature and warranty card must be included
To start your exchange request, call us at 1-800-631-4883 or reach out to your local store. Our team will guide you through the next steps.
Please note that all shipping and handling fees are non-refundable. Closeout and clearance items are final sale with no returns or exchanges permitted.
For questions about bed bases, bed slats, or mattress toppers, contact our customer care team for specific eligibility.
100-Day Comfort Guarantee
We provide customers with 100 nights to test their new mattress in their own home. This trial period lets you determine if the mattress meets your comfort needs.
You can exchange your mattress during this period if it doesn't work for you. When you exchange for a higher-priced option, you pay the price difference. If you select a lower-priced mattress, we issue the difference as store credit.
Important requirements:
- Check that your warranty label is included with delivery
- Exchange is limited to one time only
- Sleep Country Canada requires a minimum 21-day trial before exchanges
Many retailers offer 100-day comfort guarantees on mattresses, and IKEA provides a similar exchange policy with their 10-year mattress warranty included. These programmes help ensure you find the right mattress for your sleep needs.
No Hidden Fees
We don't require you to buy a mattress protector to qualify for our exchange warranty. Many retailers force customers to purchase expensive protectors, but we believe that's unfair.
Our Exchange Policy Includes:
- One exchange allowed on new purchases
- Items must remain in original packaging
- 15-day waiting period before exchanges
- No refunds after home delivery service is completed
The waiting period lets your body adjust to the new mattress. This adjustment time is important because comfort preferences can change during the first two weeks.
Exchange Restrictions:
- Exchanged mattress must be the same size
- No exchanges on custom sizes or special orders
- Accessories like bed frames, box springs, protectors, and pillows cannot be exchanged
- No additional discounts or price matches apply to exchanged items
Payment goes back to your original form of payment when applicable. Whether you made an in-store purchase or bought online, these terms apply to all eligible purchases.
Common Questions About Mattress Returns and Exchanges
How long do we typically have to try a mattress before returning or exchanging it?
Most mattress companies give us between 90 and 120 days to decide if we want to keep our purchase. Some retailers offer even longer trial windows of up to 365 days.
IKEA provides 90 days for mattress returns or exchanges in Canada.
Online mattress brands typically offer longer trial periods than traditional furniture stores. Many companies require us to sleep on the mattress for at least 30 days before we can start a return.
How do we start the return process if we're unhappy with our mattress?
We need to contact the retailer directly to begin a return. Most companies let us start the process through their website, phone line, or customer service email.
Here's what we typically need to do:
- Contact customer service with our order number and purchase date
- Explain why we want to return the mattress
- Provide proof of purchase such as a receipt or confirmation email
- Schedule a pickup time if the company collects the mattress
The company usually sends someone to pick up the mattress from our home. We don't normally need to transport it ourselves or find our own shipping method.
Do we have to pay any fees when returning a mattress?
Fee policies vary widely between retailers. Some companies cover all costs while others charge us for pickup or restocking.
Many online mattress brands offer free returns with no deductions from our refund. Traditional furniture stores may charge a restocking fee of 10% to 20% of the purchase price.
Transportation fees depend on the retailer's policy. Some companies include free pickup as part of their trial period while others charge us a flat rate or percentage-based fee.
We should always read the return policy before purchasing to understand what costs we might face.
What shape does our mattress need to be in for us to return it?
Retailers require that the mattress isn't dirty, marked, or damaged when we return it. Normal wear from sleeping is acceptable but stains or tears usually void the return option.
Acceptable condition includes:
- Light impressions from body weight
- Clean surface with no visible stains
- No rips or tears in the fabric
- No pet damage or odours
Unacceptable condition includes:
- Blood, urine, or other bodily fluid stains
- Burns or cuts in the material
- Strong odours that can't be removed
- Structural damage to the mattress core
We should use a mattress protector from the first night to keep our return option open. Most stains will make the mattress ineligible for return even if they happen during the trial period.
Do we need to keep the original packaging to return our mattress?
We usually don't need the original packaging to return a mattress. Most retailers understand that mattress packaging takes up too much space to store.
When returning memory foam mattresses, we should follow the retailer's specific guidelines about preparation. Some companies ask us to wrap the mattress in plastic before pickup.
The retailer typically handles all packaging needs when they collect the mattress. We just need to have it accessible and ready for pickup at the scheduled time.
床 bases, foundations, and toppers may have different rules than mattresses. We should check the specific policy for these items.
What steps should we take if our mattress has a manufacturing defect covered by warranty?
We need to contact the manufacturer or retailer immediately when we notice a defect. Warranty claims follow a different process than standard returns.
First, we should document the problem with clear photos showing the defect. We'll need to describe when we first noticed the issue and how it affects our sleep.
The warranty claim process typically involves:
- Contacting customer service with our proof of purchase
- Providing photos and detailed descriptions of the defect
- Allowing an inspection if the company requests one
- Waiting for approval of the warranty claim
- Receiving a replacement or repair according to the warranty terms
Warranties usually cover sagging beyond a certain depth, broken coils, and manufacturing flaws. They don't cover normal wear, comfort preferences, or damage we cause ourselves.
We should keep all our purchase documents and warranty information in a safe place. Most mattress warranties last between 10 and 25 years depending on the brand and model.
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