Refund policy
Return & Refund Policy
How does your 60 Day Sleep Trial work?
There will be a transition period when you change your mattress after sleeping on your previous mattress for many years. Its different for everyone.
You may be uncomfortable the first few days or more. Your body must adjust to the new support.
Therefore, customers must sleep on mattress a minimum of 30 days or a max 60 days, before exercising The Comfort Exchange privilege. Customer can choose another Mattress that meets their needs. No restocking charge. Mattress (Toppers, RV Mattresses, etc.) must have an approved protector on it to keep the mattress clean and fresh. The mattress can be returned for a refund, returns are subject to a 20% restocking charge. All Shipping costs are the customers responsibility.
To start a return, contact us at NovusSleep@NovusSleep.com. Please note that returns must be sent to the following address:
Address will be provided upon approval
Once your return is approved, you will receive detailed instructions on how and where to send your package.
➡️ Customers are responsible for return shipping costs, unless the item received was incorrect or defective.
Items sent back without prior return approval will not be accepted.
You can always contact us for any return questions at NovusSleep@NovusSleep.com.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if an item is defective, damaged, or if you receive the wrong product. We’ll evaluate the issue and make it right as quickly as possible.
If the wrong item was shipped or a product arrives damaged, we’ll cover the return shipping cost and send a replacement at no additional charge.
Exceptions / Non-Returnable Items
Certain items are not eligible for return, including but not limited to:
- Pillows, mattress protectors, and adjustable bases (these are not covered under the 60-night sleep trial or return policy once opened/Unopened or used).
- Custom or special-order products, including personalized items.
Please contact us if you have any questions about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to receive the item you want is to return the one you have (if eligible). Once your return is accepted, you can make a separate purchase for the new product.
European Union 14-Day Cooling-Off Periopd
If your order is being shipped into the European Union, you have the right to cancel or return it within 14 days for any reason. The item must be unused, in its original packaging, and include proof of purchase.
Refunds
Once we’ve received and inspected your return, we’ll notify you of the approval status.
If approved, a refund will be processed to your original payment method within 10 business days.
Please note that your bank or credit card company may take additional time to post the refund.
If more than 15 business days have passed since your return was approved, please contact us at NovusSleep@Novussleep.com.