Warranty & Sleep Guarantee
COVID-19 TEMPORARY EXCHANGE & RETURN POLICY
We have made temporary changes to our Exchanges and Returns Policy. Due to our temporary store closures, we are unable to offer product exchanges. However, you will be able to return or exchange an item within 30 days of our store reopening date.
We have made temporary changes to our 60 Night Sleep Guarantee program. Due to the temporary closures of our retail stores, you now have 60 days from our store reopening date to exchange an item. For more information, please feel free to contact customer service.
At The Sleep Factory, we pride ourselves on manufacturing quality products. All the mattresses we make and carry are covered under our manufacturer warranty. This warranty is valid towards defects in the product under normal usage. It does not include the gradual loss of comfort, support or replacement of external casing. It is natural for mattresses to develop body impressions over time. These impressions of 1” to 1.5” on either side are normal and are not considered defective, therefore are not covered under our manufacturer warranty.
Your mattress must be paired with a matching foundation and you must provide proof of purchase with your original receipt to adhere to our full warranty. To maintain the full term of your warranty, the use of a good quality new mattress protector is mandatory. Mattresses will not be serviced or repaired if they are found to be soiled, in unsanitary condition or have received obvious abuse as deemed upon inspection.
The warranty on each mattress is different, so it is very important that you read your mattress label carefully for a full understanding of what your warranty covers.
Product that has been opened, set up or used may not be returned for exchange/refund/credit unless deemed to be of manufacturer’s defect upon inspection by an authorized agent on behalf of The Sleep Factory.
If you are not satisfied with your mattress purchase after sleeping on it at home our sleep guarantee gives you 60 nights from the day your mattress is delivered or picked up in-store. Exchanges will only be allowed if a good quality new mattress protector was purchased and used with the mattress. If during this time you are unhappy with your mattress you are able to exchange your mattress for one that’s just right for you. A $75 exchange fee will be charged along with the balance if the retail price of the mattress is greater than the mattress you are returning. No exchanges or refunds allowed on custom size or custom made mattresses, boxes, and any other custom size product.
For additional information, please contact your local Sleep Factory representative.