Our vision is to improve the lives of our customers through faster, deeper and longer sleep through innovation. We want you to be happy and as we are consumers ourselves, we understand that a hassle-free refund experience is a must.
Dormeo® Mattresses, Toppers, Protectors and Pillows have a 100-night, risk free trial starting from the delivery date. Sleep on your new Dormeo® Product for a minimum of 30 nights in your own home and if you're not completely satisfied you can request a full refund of the product purchase price. Under our 100-night risk free trial, there is a limit of one refund and exchange per customer and/or order. Policy not applicable for Amazon orders.
Why do we require that you use your Dormeo® Mattress, Topper or Protector for a minimum of 30 nights?
We know you will love your new mattress or topper but it isn't uncommon for it to take your body a bit of time to adjust to sleeping on a new surface. Some people are lucky and love it from night one but others may experience a bit of stiffness or soreness for the first few mornings. We want you to be fully satisfied with your product and ask that you give it a minimum 30-night trial before being eligible to return it within our 100-night, risk free trial. Give your body and the product time to adjust to each other and we are confident you will fall in love! If after 30 nights you decide the product just isn't for you, follow our easy refund process provided below.
Want to start the refund process? Don't worry we will work with you to ensure that you are happy. Start by contacting Customer Care (8:00 am to 10:00 pm EST Weekdays) and (10:00 am to 5:00 pm Weekends & Holidays) by Facebook Messenger (Dormeo USA) or anytime by email: CustomerCare@Dormeo-na.com and we will take care of you. We will guide you through one of two processes:
Process if your Topper, Mattress, Protector or Pillow is opened:
We love our products and our planet so we don't want to contribute to landfill waste. We also realize that trying to re-box your mattress or topper may be a challenge, so we have tried to make the process easier for you. In the spirit of being kind to our planet, we kindly ask that you donate to a registered charity or recycle your product.
Depending where you live there are places that may accept Pillow/Protector/Topper/Mattress donations. Some of these will even come pick them up for you. We ask that you provide customer care with a photo of the receipt of your donation and they will process your refund. Working together with you we can help someone to sleep better and be kind to our planet.
If you live in an area that does not accept these donations, we ask that you please recycle your pillow/protector/topper/mattress. There are several options for this that customer service will gladly help you with! After photo proof of your recycling we will issue your refund. (Note Hawaii and Alaska shipping fees are not refundable)
We require the receipt for this within 30 days of your refund request.
Refunds can take 5-7 business days and are subject to processing times of the recipient's bank or payment provider.
If your Topper, Mattress, Protector or Pillow packaging seal is unopened:
1. Contact us thorough Messenger or send an email to CustomerCare@Dormeo-na.com requesting a return.
2. If your topper, mattress or pillow packaging seal is unopened, Customer Care will email you a Pre-Paid Shipping Label at no cost to you.
3. Attach the Pre-Paid Shipping label on the outside of the box. The product must be unopened.
4. Send your unopened item back using the prepaid shipping label.
5. After your unopened item is received we will issue the refund which can take 5-7 business days from the date of delivery and is subject to processing times of the recipient's bank or payment provider.
*If you need to report a lost package, a claim must be made within 30 days of the carrier stated delivery date.
*For a size exchange there is a $30 shipping fee in addition to any additional cost associated with the size difference.