100 Night Satisfaction Guarantee
We want you to love your new Custom Mattress Makers product and are confident that you will!
However, in the event that you are not completely comfortable on the mattress or are not satisfied in any way, Custom Mattress Makers offers a full refund option for full purchase price. This program is available after the 14th night of sleeping on the mattress and expires on the 101st night after receiving delivery. We're proud to be one of the very few companies that offers a refund policy on custom size mattresses.
This program applies to the following mattresses, both standard or custom sized, within 100 nights:
- Cape 6 Inch
- Cocoa-Soft Latex
- Cocoa-Firm Latex
*Please note: No products can be refunded after this 100 night period ends.
As mentioned above, the program begins on the 15th day of sleeping on the new mattress. During the first two weeks, the mattress and your body will go through a "transitional" or break-in period. It's very important to allow both your body and the mattress this allotted timeframe to adjust and conform accordingly.
If these two weeks have passed and you'd like to initiate a refund, simply send us an email HERE explaining your interest in the program. We will reply quickly and do our best to offer a quick solution, which may take care of the issue right away. If the issue still exists, the final step would be for us to confirm the refund and provide instructions to begin the process.
Since your mattress will not fit back into the box in which it was shipped in, we ask that you mail us a few pieces of information to receive your refund. Here’s a step-by-step video showing how to do it:
- Using scissors and/or a utility knife, cut an 18" x 18" piece of the quilted cover from anywhere on the top of the mattress.
- One piece is required for each mattress being refunded.
- Using scissors, fully remove both (2) law tags from the mattress.
- Two tags are required for each mattress being refunded.
- Take your quilted fabric and law tags to a local post office.
- We recommend using a medium flat rate box, as this size works well for the fabric and law tags. Any size package can be used; however, Custom Mattress Makers will only reimburse the customer for the cost of the medium flat rate box and will not exceed $15.05 per mattress.
- Insert all required items into the box and mail to the address below:
Custom Mattress Makers
251 Field Rd
Somers, CT 06071
*When your package is received with all law tags and 18"x18" quilt swatch(es), a full credit will be issued for the total purchase amount, plus up to $15.05 per mattress (or lower amount cost to send USPS box). The purchase amount will be refunded via the payment method that was used to place the order. The return shipping amount will be paid separately by check and will be mailed to the customer's billing address as its listed on order. This can be expected to arrive within 5-7 business days.
You are now free to do what you wish with the mattress. Many towns or cities offer free or inexpensive bulk pick up of large items. Any costs associated with disposal of mattress are the customers’ responsibility and Custom Mattress Makers will not facilitate or contribute to this.
Note: This refund program is offered one time per household. It is only available for mattresses that were purchased via this website. These mattresses include and are limited to: “Cape 6 Inch", "Clearwater", “Daytona”, “Cocoa-Gel”, "Sanibel-Latex", Cocoa-Soft Latex and “Cocoa-Firm Latex”. *The following products are not available for return or refund: bed sheets, mattress protectors, mattress toppers, or any mattresses that were purchased in-store and not on this website. This program is only applicable to mattresses that have been slept on for at least 14 days and have not exceeded 100 days since UPS delivery date. A refund will be issued only after both the removed law tags (2) and the 18” x 18” fabric swatch are received. Fabric and law tags must be received by us within 14 days of refund approval.