Sleep trials, returns, refunds, exchanges, & cancellations policy
Effective Date: January 1, 2024
Contact customer care
Our sleep specialists are standing by to help
Donate your mattress
We work with you to find a local donation center for your mattress
Get your money back
We will give you a full refund on any of our products (subject to terms).
I. Trials & Returns
If you wish to return a product that you purchased from us, please contact Customer Service by e-mail at support@awarasleep.com, via live chat on our website, or by phone at +1 (888) 425-4854 and we will initiate the Return Request process with you. We do not charge any fees to process a Return Request.
You must submit all required information and documentation requested by our Customer Care team to complete your Return Request within 30 days. If you do not submit all required information and documentation within 30 days, the Return Request is canceled and you will have to re-submit your request to begin the process again.
Products shipped outside of the contiguous United States are not eligible for return.
All Return Requests are subject to the terms and conditions for returns based on Product Category as described below. These terms and conditions apply to product returns and/or exchanges as described, and no Return Requests will be approved if the products do not meet these conditions.
I.A. Mattresses
- Awara Natural Hybrid Mattress
- Awara Premier Natural Hybrid Mattress
I.A.2. 365-Night Mattress Trial Policy
Customers who have purchased a new Awara mattress (as defined in the list in Section I.A.1.) either directly from Awara at awarasleep.com or from certain Awara-authorized retailers are eligible for a 365-Night Mattress Trial Period. Eligible customers may use their new Awara mattress for its intended purpose (and with a proper base, frame, or foundation) in their normal sleep environment for up to 365 nights while retaining the option to submit a Return Request for the mattress throughout the duration of the mattress trial period. The 365-night product trial period begins on the date of delivery of the mattress.
See below for additional information on mattress condition and return eligibility.
I.A.3. Mattress Return policy
The Return Request for an opened mattress can be made no earlier than 30 days after delivery and no later than 365 days after delivery. Return Requests for unopened mattresses can be made immediately after delivery. Mattresses that have not been opened within 90 days of delivery are considered misused and are ineligible for returns and warranty claims.
For a Return Request to be approved, mattresses must be in a sanitary condition where we can donate them, with no rips, stains, signs of wear and tear, etc. To facilitate the donation of returned mattresses, we work with Donation Partners who will arrive on-site (as scheduled with the customer) to assess the condition of the mattress, determine eligibility for donation, and, if eligible, retrieve the returned mattress for donation. Our Donation Partners maintain the right of refusal to accept mattresses that are determined to be ineligible for donation; all decisions regarding donation eligibility are made Solely at the discretion of our Donation Partners and are final.
For a Return Request to be approved, mattresses must have been used only for their original intended purpose and supported by the use of a proper base, frame, or foundation. Environmental damage (such as mold) due to misuse of the mattress or lack of proper base, frame, or foundation support beneath it voids Return Request eligibility.
All Awara mattresses purchased prior to April 6, 2021 at 06:00:00 AM EST are not eligible for immediate model exchanges, updates, or alterations. Returns of Awara mattresses purchased prior to this date and time due to a potential manufacturing defect will be processed as usual and may be approved at Resident’s Sole discretion.
I.B. Bed Frames & Furniture
I.B.1. Applicable Bed Frames & Furniture
- Awara Adjustable Base
- Awara Mattress Foundation
- Awara Bed Frame + Headboard
- Awara Bamboo Bed Frame
- Awara Aurora Bed Frame
I.B.2. Bed Frames & Furniture 60-Night Trial & Return Policy
Customers who have purchased a new Awara bed frame and/or furniture product (as defined in the list in Section I.B.1.) either directly from Awara at awarasleep.com or from certain Awara-authorized retailers are eligible for a 60-Night Product Trial & Return Period. Eligible customers may use their new Awara bed frame and/or furniture product for its intended purpose in their normal sleep or home environment for up to 60 nights while retaining the option to submit a Return Request for the bed frame and/or furniture product throughout the duration of the product trial & return period. The 60-Night Product Trial & Return Period begins on the date of delivery of the bed frame and/or furniture product.
For a Return Request to be approved, bed frames and/or furniture products must have been used only for their original intended purpose.
I.C. Bedding & Accessories
I.C.1. Applicable Bedding & Accessories
- Awara Mattress Protector
- Awara Sheet Set
- Awara Tranquility Bundle
- Awara Duvet Cover
- Awara Mattress Pad
I.C.2. Bedding & Accessories 60-Night Return Policy
Customers who have purchased a new Awara bedding and/or accessory product (as defined in the list in Section I.C.1.) either directly from Awara at awarasleep.com or from certain Awara-authorized retailers may be eligible for a 60-Night Return Policy.
A customer may submit a Return Request for any unopened bedding and/or accessory product; however, due to the nature of normal use of the products in this Product Category, we currently cannot accept Return Requests for any bedding and/or accessory product that has been opened or used.
For a Return Request to be approved, bedding and/or accessory products must be unopened and in the original packaging.
I.D. Pillows
I.D.1. Applicable Pillows
- Awara Latex Pillow
I.D.2. Pillow 60-Night Trial & Return Policy
Customers who have purchased a new Awara pillow (as defined in the list in Section I.D.1.) either directly from Awara at awarasleep.com or from certain Awara-authorized retailers are eligible for a 60-Night Product Trial & Return Period. Eligible customers may use their new Awara pillow for its intended purpose in their normal sleep or home environment for up to 60 nights while retaining the option to submit a Return Request for the pillow throughout the duration of the product trial & return period. The 60-Night Product Trial & Return Period begins on the date of delivery of the pillow.
For a Return Request to be approved, bedding and/or accessory products must have been used only for their original intended purpose.
II. Refunds
All refunds will be issued in the form of the original payment.
If your Return Request is approved, you will receive a refund in the full dollar amount of the returned product(s), not including any applicable fees for: a) shipping; b) White Glove Service; or, c) state-based recycling programs.
If you purchased a product at a discounted value using an offer code, the dollar value of the discount will not be refunded or credited back to you even if all products are returned.
If you received a promotional product with your mattress purchase and you would like to return your mattress, you may: a) keep; b) donate; or c) dispose of the promotional product that was included with your mattress purchase. The dollar value of the promotional product will not be refunded or credited back to you regardless of the above option you choose to exercise and even if all products are returned.
III. Exchanges
Unless a product exchange is requested due to a manufacturing defect or warranty claim, exchanges are processed as Return Requests as described herein. Upon approval of a Return Request for the product to be exchanged, you may place an order for the replacement product. You may only exchange your product once.
IV. Cancellations
You may cancel an order any time prior to processing.
V. Awara Sleep "Shipping Promise" Terms
Effective Date: May 5, 2023
Items designated with “Ships in XX hours/days” at check-out will be processed for shipping and assigned a tracking number within the presented numbers of hours/days of completion of the purchase. This does not mean that customers will receive their shipment within the specified time frame. Carrier pick-up is outside of Awara’s control and we are unable to guarantee shipments will leave the facility within the specified time frame in all cases. In the event Awara is unable to meet this timeline, customers will be promptly notified via E-mail of revised shipping timeframes and subsequent updates. This shipping time does not include order processing time. Inquiries related to shipment status can be directed to Customer Service – reachable by e-mail at support@awarasleep.com, live chat on our website, or by phone at +1 (888) 425-4854.
