Custom Mattress Makers offers a one-time exchange or refund on rectangular shaped mattresses through our 100-Night Satisfaction Guarantee program, which is outlined below and on our website.
*Mattresses with special cuts, irregular shapes, custom modifications, or other non-rectangular dimensions are not eligible for exchanges or refunds under this program.
All other products are considered final sale and are not eligible for return, exchange, or refund. This includes, but is not limited to:
- Box springs and foundations
- Bed frames
- Sheets
- Mattress protectors
- Quilted mattress pads
- Any other bedding accessories
Mattress Refund Policy:
If you are not completely comfortable on your mattress or are not satisfied for any reason, Custom Mattress Makers offers two options after the mattress has been used for a minimum of 30 days following delivery:
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Exchange for a Different Mattress
- The current mattress purchase price will be credited toward a replacement mattress.
- If the replacement mattress costs more, the customer pays the difference.
- If the replacement mattress costs less, Custom Mattress Makers will refund the difference.
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Refund
- The customer may request a refund of the mattress purchase price in accordance with the 100-Night Satisfaction Guarantee.
How to Participate in the 100-Night Satisfaction Guarantee
- Contact Custom Mattress Makers through the Contact Us page.
- Work with our staff to evaluate the mattress and discuss possible solutions.
- Provide any requested photographs, measurements, comfort feedback, or supporting documentation.
- Complete all required steps outlined by Custom Mattress Makers.
- Return the required law tags and quilted foam sample.
- Refunds or exchanges will be processed after all required materials have been received and verified.
Program Limitations and Requirements:
- This program is valid from 30 days after the delivery date up to 100 days after the delivery date. No exchanges or refunds can be processed outside of this timeframe. The initial 30-day period allows your body time to adjust to the mattress and allows the mattress materials to fully break in.
- This program is offered one time per household, address, customer, or order group, at the sole discretion of Custom Mattress Makers. It is only available for mattresses purchased directly from Custom Mattress Makers through the company website.
- Customers must reasonably cooperate with all requests related to the evaluation, exchange, or refund process. This may include providing photographs, measurements, comfort feedback, law tags, quilted foam samples, proof of disposal, or other information reasonably requested by Custom Mattress Makers. Failure to provide requested information or materials may result in denial of participation in the program.
- Custom Mattress Makers reserves the right to request photographs of the mattress, foundation, frame, law tags, or other supporting documentation prior to approving an exchange or refund.
- As outlined above, a mattress refund will be issued only after both the removed law tags and the required 18” × 18” quilted foam swatch are received for each mattress. These materials must be received by Custom Mattress Makers within 14 days of refund approval.
- The customer is responsible for all costs associated with participating in this program, including shipping the required return materials, mattress disposal costs, and any other expenses incurred during the exchange or refund process. In the event you would like assistance with disposal of the mattress, Custom Mattress Makers may be able to arrange this for an additional fee. Please contact us via email or phone for more information.
- Approved refunds will be processed within 10 business days after all required materials have been received and verified by Custom Mattress Makers.
- Products that are NOT eligible for returns, exchanges, or refunds under this program include:
- foundations, box springs, bed frames, sheets, mattress protectors, quilted mattress pads, special-cut mattresses, irregularly shaped mattresses, and products purchased through third-party retailers or resellers.
- In the event a wrongful and unsubstantiated chargeback is submitted by a customer prior to completing the 100-Night Satisfaction Guarantee process, Custom Mattress Makers reserves the right to deny participation in the program and deduct any actual costs incurred as a result of the chargeback dispute, where permitted by law.
- As outlined in the Shipping Policy, mattresses must be removed from all compression packaging and protective plastic within 14 days of delivery. Mattresses left in their packaging beyond this period may experience damage to internal components, altered dimensions, or diminished performance and are not eligible for exchanges or refunds under this program.