Refund policy
Our 100 Night Comfort Guarantee
The only real way to know a mattress is right for you is to sleep on it. Every Rest Therapy mattress comes with 100 nights to try it in your own home, with a mattress protector included in the price. If it is not the right fit, you can exchange it for one that suits you better or return it for a refund.
How it works
- You have up to 100 nights from the date of delivery to request an exchange or return.
- Your body needs time to adjust to a new mattress, so requests open after 21 nights. We cannot accept exchange or return requests before night 21.
- One Comfort Guarantee exchange or return is available per mattress purchase.
- The mattress protector included with your purchase must be used on your mattress for the entire trial. It is yours to keep and is not returnable or refundable.
Option 1: Exchange your mattress
- Choose any mattress you like as your replacement, at the same price or higher.
- A $99 exchange fee applies, plus the price difference (including taxes) for the replacement mattress you choose. Moving up to a better mattress? You simply pay the difference.
- The exchange fee covers both pickup of your original mattress and delivery of your new one. Your mattress protector goes on your new mattress.
Option 2: Return your mattress for a refund
- You pay the cost of return shipping. We will email you a quote once your request has been reviewed.
- Your mattress includes a Wellness Bamboo Mattress Protector, which is yours to keep and is not returnable or refundable. Its value is deducted from your refund based on your mattress size:
- Twin: $79.95
- Full: $89.95
- Queen: $99.95
- King: $109.95
- Once your mattress arrives at our warehouse and passes inspection, we refund the amount you paid, less the value of the mattress protector and the return shipping cost.
- Refunds can take 3 to 7 business days to appear on your credit card, and we will email you once your refund is complete.
Delivery exceptions
If you live in the Northwest Territories, Yukon, Nunavut, Newfoundland and Labrador, or another remote area outside our regular delivery network, please contact us before starting an exchange or return. We will review your location and go over your options with you.
How to request an exchange or return
Email us at sales@resttherapy.ca between night 21 and night 100 with:
- Your order number
- The date your mattress was delivered
- Why the mattress is not working for you, and whether you would like an exchange (and which mattress) or a return
A customer service representative will review your request within 72 hours. For an exchange, we will collect the $99 exchange fee and any price difference, arrange pickup of your original mattress, and ship your replacement. For a return, we will email you a quote for the return shipping cost, and once you confirm it, we will arrange pickup.
Preparing your mattress for pickup
Once opened, a mattress cannot go back into its original box. Remove the mattress protector, place the mattress in the plastic bag it arrived in (or a mattress bag), and tape it well so it is protected in transit. The delivery company will contact you to arrange pickup. You may need to print a shipping label that we email to you and help the driver load the mattress.
Foundations and Bed Frames
If you change your mind or are not entirely satisfied, contact us within 5 business days of delivery to arrange a return or exchange. All returned or exchanged products must be in resaleable condition (unassembled), with all original packaging, instructions and hardware.
How do I request a return?
Email sales@resttherapy.ca within 5 business days of delivery. Please include your order number, the date your order was delivered, and why you wish to return or exchange your order.
Our team will review your request within 2 business days. We will look into return shipping options and email you a quote for the return shipping costs.
You will then have 5 business days to confirm you accept the return shipping costs. If we do not receive a response within 5 business days, your order will be closed as delivered.
How much will my return cost?
Return shipping costs vary depending on where you are located and what you ordered. We will email you the return shipping costs and your refund amount, and we need your confirmation before we can arrange the return shipment.
Initial shipping and delivery fees are a one time paid service and are not refundable once delivery has taken place.
For an estimated return shipping cost, please contact us.
If I have assembled my product, can I still return it?
If an order has been assembled, such as a bed frame, we will need details and pictures to determine whether we can accept a return. This is not guaranteed, and Rest Therapy reserves the right to decline a return request.
Can I exchange my order for something else?
Yes, except for products sold as final sale. Exchanges must be for an item of equal or greater value, and you are only responsible for 50% of the return shipping.
The original item must be in resaleable condition and must arrive at our warehouse for inspection before the new item can be picked up or shipped to you.
When will I receive my refund?
We issue your refund once the returned item has arrived at our warehouse and been inspected to confirm all pieces are included and it is in resaleable condition. Refunds can take 3 to 7 business days to appear on your credit card, and we will email you once your refund is complete.
What do I do once my return is approved?
Make sure all pieces are packed in boxes, including hardware and instructions, and taped up well. The delivery company will contact you to arrange pickup. You may need to print a shipping label that we email to you and help the driver load the boxes.
Pillows, Bedding and Mattress Protectors
For hygiene reasons, pillows, bedding and mattress protectors are final sale and cannot be returned or exchanged once delivered. If one of these items arrives damaged or defective, please see Damaged Orders below.
Damaged Orders
Under our Claims and Warranty policy, we provide solutions for damage that occurs in shipping and for factory defects discovered upon delivery. Please send us pictures of the damage, the boxes, and any other details so we can determine the best course of action.
If you do not wish to proceed under the claims policy, your request falls under this return policy, and return shipping costs apply to foundations and bed frames. This includes manufacturer defects. We will work with you to have defective pieces replaced or discounted to keep as is.
Cancellations
Can I cancel my order before it ships?
Yes. Standard orders can be cancelled at any time before they ship, with no charge. Orders paid with Buy Now, Pay Later financing are subject to a cancellation fee whether or not the order has shipped. In some cases your order may have shipped before we are notified, so please contact us as soon as possible.
Are there any cancellation fees?
No, as long as your order has not been picked up by a shipping carrier. Once it has shipped, a cancellation is treated as a return. For mattresses, that means the 100 Night Comfort Guarantee applies; for foundations and bed frames, return shipping costs apply. Pillows, bedding and mattress protectors cannot be returned once shipped.
Orders paid with Buy Now, Pay Later financing are subject to a cancellation fee of 10% of the order total. If a financed order has already shipped, the cancellation fee applies in addition to any return shipping costs.
Most orders ship from our warehouse in 1 to 4 business days.
Exceptions
- Product damaged by the customer is not eligible for return or exchange. This includes burns, foreign markings, missing tags, rips, stains, structural breakdown and tears.
- Mattresses that show stains, soiling or damage, or that were not used with the included mattress protector, are not eligible for a Comfort Guarantee exchange or return.
- Items sold as is or final sale, including pillows, bedding and mattress protectors, are not eligible for return or exchange.
This policy supersedes any verbal communication between Rest Therapy and you, the customer. Any amendments to this agreement must be made in writing and be clearly indicated as amendments to this specific agreement.
If you have any questions, please contact us at sales@resttherapy.ca.